JOB REQUIREMENTS: About the Team College Board\'s Operations division
(100+ ppl) aims to be a world class digital assessment delivery and
customer engagement organization that supports millions of students and
thousands of test centers, annually. Operations is also leading the
College Board\'s exciting transformation to support delivery of digital
assessments.The Customer Engagement department is a combination of teams
that support our key constituents, including students, parents,
educators, and our state partners representing approximately 2 million
contacts per year.This integrated team serves as the organization\'s
\'front line\' and represents the voice of the customer, partnering
across the organization to help improve the overall customer experience.
About the Opportunity As the Director of Customer Engagement Strategy
and Solutions you will be a pivotal partner to organization leaders. You
will gather input, gain buy-in, and foster alignment on strategic
initiatives with program stakeholders (e.g., partners on our College
Readiness Assessments, Advanced Placement and BigFuture teams) and the
Customer Engagement team. Strong business orientation and analytical
skills are critical to success in this role. In this position, you will
drive execution of support solutions focused on improving the customer
experience for students and educators while implementing continuous
improvement initiatives. You will build a deep understanding of Program
products and services and all roadmaps to translate business needs into
support requirements, inform training processes and materials and help
design support solutions. You will be accountable for managing to and
reporting against budgets, analyzing vendor reports and translating
feedback to inform program pol icies and content. In this role, you
will: Strategy and Execution (40%) * Design and develop processes and
solutions, collaborating across Customer Engagement teams, to drive
operational efficiencies and provide an outstanding customer experience
that aligns to Program priorities and organizational goals. * Work
across Customer Engagement leads and with colleagues across Operations
to build a continuous improvement environment to support ongoing change
and assist in implementing strategies to support customers, especially
during peak testing windows. * Translate strategic business plans into
critical support solutions including agent readiness, policies and
procedures, training resources and needs, escalation management, etc. *
Manage simultaneous projects in collaboration with the Senior Director
of Customer Engagement Initiatives. Prioritize daily, weekly and
longer-term work ensuring the business impact, risks and project
objectives/dependencies are identified, reported on, and managed. *
Develop a roadmap and manage a backlog of solutions that will drive
innovation and deliver measurable and incremental value to the Programs
and the customer experience. Critical Thinking and Analysis (40%) *
Collaborate with Operations and Customer Engagement leadership teams to
identify measurements of success and key metrics that illustrate
performance and progress towards critical program goals. * Understand
the end-to-end customer experience and analyze customer data and
feedback to identify trends and insights that can be used to improve
products, services, or processes. * Utilize data to drive
interventions, analyzing customer support data/metrics, identifying
trends, developing action plans and solutions to improve the customer
experience and drive continuous improvement. * Investigate issues,
conduct root cause analyses, identify opportunities for improvement, and
address customer impacting concerns. * Understand *****
APPLICATION INSTRUCTIONS: Apply Online:
https://www.aplitrak.com/?adid=YmJnZW5lcmljLjEyNjQzLjg3NzBAY29sbGVnZWJvYXJkY29tcC5hcGxpdHJhay5jb20