Executive Director, Customer, Program, Product, & Performance Outcomes
: Job Details :

Overview

College Board Operations

This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). This is a full-time position.

About the Team

The College Board Operations division manages the digital test delivery process for millions of students each year. Our Assessment Delivery Operations (ADO) team is primarily responsible for managing and overseeing the successful execution of digital assessments like the SAT and Advanced Placement examinations. Among its many responsibilities, ADO ensures that test sites meet security and network requirements, test proctors are credentialed and trained to administer tests consistently and fairly, students arrive on test day with the correct documents and testing materials, and that testing issues are promptly addressed. Our team plays a critical and essential role in the success of students and educators before, during, and after test day. And due to its central role in supporting College Board's mission, ADO works closely with partners and stakeholders across College Board, the education sector, and beyond to shape and improve testing technologies, customer experience, and testing outcomes.

About the Opportunity

As the Executive Director for Customer, Program, Product, & Performance Outcomes, you will lead and manage the ADO team responsible for ensuring customers and partners flow smoothly across pre-test, test day, and post-testing processes. This team relies on digital systems and data to identify opportunities for process improvement, analyze emergent challenges, and develop innovative solutions to problems. Your team works closely with stakeholders across ADO, Operations, and College Board to manage change and ensure alignment across all stakeholder priorities. As team lead, you will monitor process health, lead efforts to create deeper insights with data, model future outcomes, and ensure decision-making across Operations is supported by sound analysis. You will oversee the development of customer-centric strategies to save students and educators time, streamline Operational processes, and improve customer engagement. And you will work closely with our technical partners, internally and externally, to shape College Board's digital platforms and programs and seamlessly guide their integration into operations' workflows.

In This Role, You Will

Lead and Manage the Customer, Program, Product, & Performance Outcomes Team (40%) - Lead a team for developing and implementing customer-centric process improvements across digital and non-digital testing operations. Set vision and priorities for the team, track and manage progress to goals, and provide coaching and support to ensure team members meet and exceed goals, remain engaged, and contribute meaningfully to our mission. Cultivate an inclusive and high achieving culture that enables all team members to live out College Board's Operating Principles. Bring proven leadership experience and consistently embody College Board's Manager Expectations in your work. Deconflict, align, and guide persona-specific strategies between team members to ensure timely socialization with stakeholders and efficient implementation. Monitor key process metrics to assess strategic results and help staff navigate technology, digital, and programmatic stakeholders in addressing emergent or unanticipated operational issues. Drive accountability for customer outcomes and needs across operational processes, in close partnership with Ops leadership and your team, to ensure optimal results for educators, students, and stakeholders.

Guiding Analysis & Monitoring Performance Outcomes (20%) - Inspire others to think bigger, bolder, and differently about the role of data in ADO's operations. Work with leadership to instill a data-centric culture and encourage a sharp focus on metrics that matter. Establish analytic priorities, ensure data access, and simplify analytic workflows to empower analysts, ADO staff, and leaders to help us deliver better outcomes for our customers and mission. Guide performance analysis of College Board's digital systems and operational processes across all phases of test production. Provide regular updates to senior leaders and stakeholders on Operational outcomes. Review data, figures, charts, and models for analytic accuracy, rigor, and quality. Provide staff with analytic guidance, support resources, and directions for how to best meet stakeholder needs.

Managing Customer Experience Strategy & Outcomes (20%) - Lead efforts to improve customer experiences across processes, programs, and products from an operational outcomes' perspective-ensuring customer journey roadmaps, plans, and initiatives align across the organization. Champion the voice of the customer, using data to inform understanding of their needs, to develop and shape improvements across the organization.