Director, Vendor Delivery

🕒 Outubro 20

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $80.000 - $125.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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The College Board

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1900

📚 Educação

🤝 Sem Fins Lucrativos

Education • Non-profit

O College Board é uma organização sem fins lucrativos, orientada por sua missão de promover a excelência e a equidade na educação. A instituição conecta estudantes ao sucesso acadêmico e a oportunidades ao apoiá-los na construção de habilidades essenciais para o ensino superior e na remoção de barreiras de acesso. O College Board opera com foco em respeito, diversidade, inclusão e colaboração, contando com uma equipe diversa e dedicada de profissionais. Com sede em várias localidades nos Estados Unidos, a organização busca modernizar suas operações e aumentar sua presença digital, apoiando estudantes e famílias em todo o país.

Descrição

• Lead and direct how educators and students engage with College Board • Own end-to-end delivery of SSD Tier 1 support through third-party contact center partners • Monitor performance metrics, real-time insights, and direct observations to drive action • Collaborate with CEE leaders, program stakeholders, and third-party delivery teams to improve service quality • Ensure vendor teams comply with standards, policies, and handling procedures • Track vendor SLAs, KPIs, contact volumes, call efficiency, abandonment, staffing utilization, shrinkage, and occupancy • Support budget alignment and manage incentive and penalty structures • Build and maintain quality gates, audits, and checkpoints • Track escalation quality and ensure accurate, complete Tier 3 handoffs • Interpret performance data, identify trends, diagnose issues, and make data-driven decisions • Implement Lean or Six Sigma improvement strategies with vendor teams • Identify agent-level performance outliers and implement coaching, action plans, and performance tracking • Use ERP systems, analytics tools, and automation platforms to optimize workflows • Keep vendor procedures aligned with evolving SSD policies, accommodation guidelines, and eligibility rules • Develop contingency plans to mitigate operational risks and protect service continuity • Own strategic delivery of vendor-led customer support services across call center environments • Manage coaching sessions, documentation, QA score reviews, business review preparation, and performance management • Partner with Senior Directors to implement and adjust coaching and training initiatives • Conduct root cause analyses and implement remedies • Lead and motivate vendor teams toward performance goals and continuous improvement • Serve as program subject-matter expert for vendor teams • Communicate vendor performance, escalations, and action plans to CEE leaders and program partners • Build strategic relationships across departments, divisions, vendors, and partner organizations • Drive cross-functional collaboration on customer-facing action plans • Implement scalable solutions to improve workflows and service delivery

🎯 Requisitos

• 7+ years of progressive experience in contact center operations • Strong track record managing large-scale, multi-channel environments, including voice, email, chat, and self-service • Ability to lead and influence cross-functional and vendor teams • Experience optimizing SLAs, AHT, FCR, NPS, and CSAT • Ability to design and implement scalable service delivery strategies • Experience driving continuous improvement across Tier 1 and Tier 2 support models • Willingness and ability to experiment with and adopt AI-driven solutions • Ability to independently learn new tools and apply emerging industry best practices • Expertise in workforce management and capacity planning • Expertise in quality assurance and performance monitoring • Expertise in coaching frameworks and frontline development • Familiarity with Generative AI applications in contact center operations • Bachelor’s degree in a relevant field preferred; equivalent practical experience will also be considered • Ability to travel 3–4 times a year, including potential international travel to vendors abroad • Passion for expanding educational and career opportunities and mission-driven work • Curiosity and enthusiasm for emerging technologies • Clear and concise written and verbal communication skills • Learner’s mindset and commitment to growth • Drive for impact and excellence • Collaborative and empathetic approach • Authorization to work in the United States

🏖️ Benefícios

• Fully remote or hybrid work option for candidates living near College Board offices • Travel opportunities and business travel support, including potential international travel • Fair and competitive compensation • Location-adjusted salary • Comprehensive benefits package • Supportive team and meaningful career • Transparent compensation and benefits discussions throughout the hiring process

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