Director, Customer Experience Strategy & Solutions

College Board•Remote - Virginia, VA

3d•$80,000 - $125,000•Remote

About The Position

The Director of Customer Experience Strategy and Solutions will leverage data and insights to inform how College Board delivers high-quality, scalable support solutions to ensure a seamless experience for customers. This role will partner with program, product, and Customer Engagement & Experience (CEE) colleagues to design operational strategies that ensure students and educators receive consistent, effective support, especially during high-stakes administration periods. The Director will own the translation of Program, Product, and Operations goals and priorities to ensure awareness and execution across CEE support teams, ensuring readiness, alignment, and performance. Success in this role requires becoming a trusted expert on the customer experience for assigned program or product vertical, using customer insights, operational data, and frontline feedback to influence decisions that improve products, policies, services, and support experiences. This also requires collaboration across Operations to ensure alignment of experience-oriented initiatives and solutions.

Requirements

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

Nice To Haves

A Customer Insights background

Responsibilities

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.
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 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.