Director, Knowledge Systems Enablement

College Board

1d•$80,000 - $135,000•Remote

About The Position

This role is essential to build the technology foundation that powers how Operations creates, accesses, and uses knowledge across College Board. Today, knowledge is distributed across multiple disconnected systems — including Confluence, SharePoint, Smartsheet, ServiceNow, PDFs, and email — making it difficult for teams to find accurate, up-to-date information when they need it. The Director of Knowledge Systems Enablement will lead the design and delivery of an integrated Operations Knowledge Platform that connects people, processes, and technology by improving findability, reliability, and performance across the organization. This platform will serve as the single source of truth for knowledge across Customer Engagement and Experience (CEE), Assessment Delivery Operations (ADO), and partnering operational functions while ensuring information is consistent, accessible, and actionable. The scope of this role includes defining the platform strategy, taxonomy, and governance model, while ensuring integration with operational tools such as ProductBoard, Backstage, Salesforce, and Confluence. By embedding automation, analytics, and AI-powered search into digital workflows, this role will enable Operations to transition from fragmented information silos to a connected, intelligent knowledge ecosystem.

Requirements

7+ years of experience with knowledge base platforms or SaaS platforms, with demonstrated expertise in technical product enablement and business process optimization.
Hands-on administration experience with one or more enterprise knowledge platforms (e.g., ServiceNow Knowledge, SharePoint, Confluence, Salesforce Knowledge, Zendesk Knowledge, Elasticsearch/Coveo).
Strong proficiency in business analysis practices, including data analysis, process modeling, user story development, prioritization, and root cause analysis.
Experience using product and delivery tools such as Jira, Confluence, and/or ProductBoard to manage backlogs, requirements, and delivery workflows.
Working knowledge of APIs, system integrations, and workflow automation to support scalable knowledge solutions.
Demonstrated ability to design and implement knowledge technology solutions that align with and support broader organizational objectives.
Experience operating in an agile delivery environment and partnering with both technical and non-technical stakeholders.
Familiarity with AI- and ML-powered knowledge solutions, including chatbots, semantic search, and generative AI–enabled knowledge experiences.
A passion for expanding educational and career opportunities and mission-driven work
Authorization to work in the United States for any employer
Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort 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.