Director, Customer Experience Strategy – Solutions

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The College Board

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1900

📚 Education

🤝 Non-profit

Education • Non-profit

The College Board is a mission-driven, not-for-profit organization dedicated to promoting excellence and equity in education. It connects students to college success and opportunity by supporting them in building essential skills for higher education and removing barriers to access. The College Board operates with a focus on respect, diversity, inclusion, and collaboration, with a diverse and dedicated team of professionals. Based in several locations across the United States, they strive to modernize operations and increase their digital footprint, supporting students and families nationwide.

📋 Description

• Drive alignment between Program, Product, and Operations teams, defining priorities, timelines, and responsibilities • Develop expertise in the customer experience and support ecosystem for assigned programs/products • Serve as a trusted advisor using customer insights and operational perspectives • Lead planning, updates, and execution conversations to enable clear decisions • Provide leadership with visibility into progress, risks, and tradeoffs • Influence Operations, Program, and Product priorities and solution design • Translate Program and Product strategies into actionable support models • Own end-to-end administration readiness for peak testing windows • Design scalable processes, tools, and operating models with workstream owners • Identify and address risks, dependencies, and gaps before delivery impact • Own customer experience across programs and products • Define and operationalize success metrics such as CSAT, FCR, and operational readiness • Manage call center performance against success metrics • Analyze customer experience data, operational metrics, and feedback • Identify customer journey breakdowns and lead root cause analyses • Translate insights into prioritized actions improving products, services, and support operations • Use historical data, retrospectives, and performance trends to strengthen future readiness • Deliver actionable insights to Program and Product teams to influence roadmap decisions

🎯 Requirements

• 5+ years of experience in a client-facing, customer liaison, account management, or operations role • Customer Insights background is a plus • Ability to understand strategic priorities and align stakeholders around shared objectives • Experience translating business goals into actionable plans, roadmaps, and measurable outcomes • Experience leading cross-functional initiatives without direct authority • Ability to develop expertise in customer needs, behaviors, journeys, and pain points • Experience leveraging customer insights and operational knowledge to influence product strategy, program priorities, service delivery, and customer experience improvements • Experience with Cresta, Salesforce, Tableau, and Claude/AI models • Ability to access, analyze, and interpret customer data, feedback, and trends • Ability to translate insights into recommendations supporting operational improvements and business decisions • Ability to create structure, establish processes, and drive clarity in ambiguous, complex environments • Ability to anticipate risks, identify dependencies, remove blockers, and maintain momentum • Authorization to work in the United States • Passion for expanding educational and career opportunities and mission-driven work • Curiosity about emerging technologies and willingness to adopt AI-driven solutions • Comfort learning and applying new digital tools independently and proactively • Clear and concise written and verbal communication skills • Learner’s mindset and commitment to growth • Ability to welcome diverse perspectives and give and receive timely, respectful feedback • Ability to solve complex problems and make data-informed decisions • Collaborative and empathetic approach • Ability to work across differences, foster trust, and contribute to shared success

🏖️ Benefits

• Option to be fully remote or hybrid for candidates living near CB offices • Annual bonuses • Opportunities for merit-based raises and promotions • Mission-driven workplace where your impact matters • Team that invests in your development and success • Comprehensive benefits package • Supportive team • Meaningful career • Remote-first workplace policy