Associate Director, Reporting and Analysis

College Board

2d•Hybrid

About The Position

As the Associate Director, Reporting and Analysis, you will turn operational data into decisions that improve performance across College Board’s customer engagement ecosystem. Your work will directly enable leaders to understand performance drivers, where we are off track, and what actions will most improve customer experience, efficiency, and outcomes. You will own the reporting and insight layer that powers Business Reviews and day-to-day decision-making across major programs (AP, College Readiness Assessments, CLEP, Financial Aid Services, and others). Success in this role means that CEE leaders consistently use your insights to take clear, timely action, and that performance measurably improves as a result.

Requirements

A bachelor’s degree and 3+ years’ experience with tools such as Tableau, AWS, and Salesforce, or similar platforms
Advanced skills in Excel (e.g., complex formulas, pivot tables, etc.) and strong data visualization capabilities
Proven ability to work with large datasets and translate them into actionable insights
Strong consultative, analytical, planning, and organizational skills
A hands-on, execution-oriented mindset with a bias toward impact
An ease working in undefined situations and evidence of creating clarity and path forward
The ability to travel 4-6 times a year to College Board offices or on behalf of College Board business
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

Nice To Haves

Experience working in or with call center operations

Responsibilities

Translate complex operational data into clear, actionable insights that drive measurable improvements in customer experience, efficiency, and team performance
Identify root causes of performance gaps (e.g., call drivers, volume spikes, resolution inefficiencies) and recommend specific actions to address them
Equip leaders to quickly understand performance, what is driving it, and what actions will have the greatest impact
Shift reporting from retrospective summaries to forward-looking insights that influence decisions and outcomes
Own the insight layer for Business Reviews with senior leadership, ensuring discussions focus on what matters most, highlight risks and tradeoffs, and drive clear decisions and follow-up actions
Partner with CEE senior leaders to define success metrics, targets, and performance narratives
Proactively surface trends and emerging risks before they impact performance
Build efficient, scalable reporting solutions that significantly reduce manual reporting efforts
Standardize key metrics so leaders operate from a shared understanding of performance and success
Design dashboards and reporting that provide real-time clarity into performance across programs, channels, and teams
Ensure reporting tools (e.g., Tableau, Salesforce, AWS, vendor platforms) are used consistently to enable faster, better decision-making
Serve as the go-to expert for translating data into business-relevant insights and recommendations
Partner cross-functionally with Technology, Operations, and Program teams to improve data quality and accessibility, and identify new opportunities to use data to drive performance
Proactively identify opportunities to use data to improve performance and influence priorities
Advocate for changes in reporting, tools, or processes that will increase clarity, speed, and impact of decision-making