Director, Customer Experience Strategy & Solutions

Drive Cross-Functional Alignment and Strategic Decision-Making (40%)   

• Drive alignment between Program, Product, and Operations teams, ensuring priorities, timelines, and responsibilities are clearly defined  

• Develop deep expertise in the customer experience and support ecosystem for assigned Program/Product, serving as a trusted advisor who brings customer insights and operational perspectives to discussions around program policies, product enhancements, and service delivery strategies.  

• Lead planning, update and execution conversations to enable clear decisions, not just status updates  

• Ensure leadership has clear, timely visibility into progress, risks, and tradeoffs to support confident decision-making  

• Influence Operations, Program, & Product priorities and solution design using data, insight, and operational expertise  

• Navigate ambiguity and complexity to create clarity, alignment, and forward momentum across teams  

Drive Strategy & Execution (30%) 

• Translate Program & Product strategies into clear, actionable support models, both within CEE and across Operations   

• Own end-to-end administration readiness, ensuring teams are prepared to deliver high-quality support during peak testing windows  

• In collaboration with workstream owners, design scalable processes, tools, and operating models that improve efficiency, consistency, and execution quality  

• Ensure risks, dependencies, and gaps are identified early and addressed before they impact delivery 

Own and Improve Customer Experience Outcomes (30%) 

• Own customer experience across Programs & Products, ensuring support models are designed to deliver consistent, high-quality experiences for students and educators  

• Partner with leadership to define and operationalize success metrics (e.g., CSAT, FCR, operational readiness), and actively manage call center performance against them  

• Analyze customer experience data, operational metrics, and feedback to identify trends, risks, and opportunities for improvement  

• Identify breakdowns in the customer journey and lead root cause analyses, ensuring issues are addressed at their source—not just mitigated  

• Translate insights into clear, prioritized actions that improve products, services, and support operations  

• Ensure continuous improvement by using historical data, retrospectives, and performance trends to strengthen future readiness and prevent repeat issues  

• Deliver actionable insights to Program and Product teams that influence roadmap decisions and drive better customer and operational outcomes 

About You 

Exceptional candidates can effectively speak to:  

• 5+ years of experience in a client-facing, customer liaison, account management, or operations role, ideally in EdTech or education administration environments  

• A Customer Insights background (a plus)  

• Demonstrated ability to understand strategic priorities, align stakeholders around shared objectives, and translate business goals into actionable plans, roadmaps, and measurable outcomes 

• Demonstrated experience leading cross-functional initiatives, driving alignment, accountability, and execution across teams without direct authority  

• Demonstrated ability to develop deep expertise in customer needs, behaviors, journeys, and pain points, leveraging customer insights and operational knowledge to influence product strategy, program priorities, service delivery approaches, and customer experience improvements 

• Experience working with tools such as Cresta, Salesforce, Tableau, and Claude/AI models to access, analyze, and interpret customer data, feedback, and trends, translating insights into recommendations that drive operational improvements, customer experience outcomes, and business decisions A strong desire to learn and improve, with experience using feedback, data, and performance metrics to continuously refine approaches and outcomes  

• Comfort working in ambiguity, with a proven ability to create structure, establish processes, and drive clarity in complex environments  

• Proven ability to anticipate risks, identify dependencies, remove blockers, and maintain momentum across multiple priorities   

• Authorization to work in the United States 

All roles at College Board require: 

• A passion for expanding educational and career opportunities and mission-driven work 

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.  

• Clear and concise communication skills, written and verbal 

• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input. 

• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking. 

• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success 

• Authorization to work in the United States 

About Our Process   

• Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days. 

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.    

What We Offer 

At College Board, we offer more than a paycheck- we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market. 

A Thoughtful Approach to Compensation 

• The hiring range for this role is $80,000–$125,000. 

• Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board. 

• We aim to make our best offer upfront, rooted in fairness, transparency, and market data. 

• We adjust salaries by location to ensure fairness, no matter where you live. 

You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more. 

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