Director, Vendor Delivery

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $80k - $125k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

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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

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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