• Job Description

  Req#: REQ001413

  About the Team

  Job Posting Title: Director, Accommodations, Customer Care

  College Board - Operations

  Location: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office).

  This is a full-time position

  About the Team

  College Board’s Operations division (~130 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board’s exciting transformation to support delivery of digital assessments. The Customer Engagement department (~60 ppl) is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year. This integrated team serves as the organization’s ‘front line’ and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.

  About the Opportunity

  As the Director of Accommodations Customer Care you will be responsible for leading the team responsible for handling our most time sensitive and escalated issues related to students using accommodations and supports . You will develop a deep understanding of the accommodation and support services across College Board programs working across internal stakeholders . You will be responsible for defining workflow, planning staffing, and ensuring service levels are met to deliver the highest quality service to students, parents, and educators . You will work closely with internal stakeholders and external vendors to ensure compliance with policies and business procedures . You will use data to analyze and monitor performance, identify trends and identify continuous improvement opportunities. Over time you will play a critical role managing, coaching, and developing a team of specialists to ensure we deliver a positive customer experience. This role will start as an individual contributor and will build out a team of specialists .

  In this role, you will:

  Enable Exceptional Customer Service (40%)

  • Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to address and resolve accommodation and support customer inquiries.

  • Define workflows across call center and internal teams for case management .

  • Direct staff and serve as an escalation point for management-level escalations.

  • Manage customer service activities including:

  • Coordinating training, resources, and updates for team members to ensure complex issues can be resolved.

  • Developing support materials as needed.

  • Reviewing metrics and providing case and customer feedback to internal customers.

  • Conducting quality monitoring and measurements

  • Monitoring and reporting on key contact center activities/metrics

  • Identify and communicate trends to drive organization understanding of customer needs and pain points, support implementation of enhancements to address pain points.

  Provide Management & Leadership (40%)

  • Build strong relationships with the internal accommodations and supports stakeholders; be a trusted advisor to assist in managing cross-team work and initiatives.

  • Manage a team of Specialists to ensure Service Level Agreements (SLAs) and quality metrics are met .

  • Manage work assignments and special projects, schedule team in most efficient manner to meet team goals and priorities.

  • Act as liaison to program and services teams for customer resolutions and managing workflow for external stakeholders: educators, students, etc. as needed.

  • Manage staff utilizing department processes, metrics, and internal College Board guidelines .

  • Assist Senior Director in defining goals and objectives and metrics to measure and drive department performance and quality.

  • Provide coaching and feedback to staff on an ongoing basis.

  • Effectively evaluate staff performance and deliver mid-year and annual performance reviews.

  • Assist Senior Director with talent recruiting, interviewing, and hiring decisions.

  • Assist with employee engagement events and team recognition .

  Enable Continuous Improvement (20%)

  • Using data, identify and communicate opportunities to improve quality and efficiency through improvements to business processes and procedures, systems, team structure and workflow, training, or other means.

  • Utilize a hands-on approach to trend and root cause analysis and resolution of contact drivers and exceptions.

  • Demonstrate an in-depth understanding of cross-Program knowledge, operational and customer service processes. Utilize this knowledge to identify exceptions, bottlenecks and/or areas of improvement.

  • Assist with standardizing department policies and procedures to improve efficiency.
    

  About You

  You have:

  • 5+ years of experience in a customer liaison, customer care, or account management role.

  • A minimum of 2 years of full-time experience in a people management role or a position regularly providing others with direction and feedback in a contact center environment

  • Proven experience building a team from the ground up.

  • Exceptional detail orientation, strong analytical and creative thinking, and structured problem-solving ability

  • Experience developing meaningful performance metrics and establishing effective monitoring

  • A track record of success implementing new workflows and managing cross-functional projects

  • Experience navigating complex customer issues and resolving escalations

  • Experience as a highly collaborative individual with ability to influence others and build strong relationships across internal and external stakeholders .

  • Experience working well at all levels of the organization and adapts working styles to meet audience needs.

  • The ability to travel 4-6 times a year to College Board offices and/or vendors.

  • Willingness to work non-standard hours, as needed, to support critical test delivery windows.

  • You are eligible to work in the US for any employer.

  About Our Process

  • Application review will begin immediately and will continue until the position is filled

  • While the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks . This is an approximately 8-week process

  About Our Benefits and Compensation

  College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.

  The hiring range for a new employee in this position is $ 72,000 to $ 120,000 . College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.

  Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria .

  Your salary is only one part of all that College Board offers, including but not limited to:

  • A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance , retirement benefits, and more

  • Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility

  • A job that matters, a team that cares, and a place to learn, innovate and thrive

  You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.

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• About the company

  The College Board is an American not-for-profit organization that was formed in December 1899 as the College Entrance Examination Board to expand access to higher education.

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