Director, Customer Engagement Strategy and Solutions

TheCollegeBoard

About the Team College Boards Operations division (100 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 Boards exciting transformation to support delivery of digital assessments.The Customer Engagement department 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 organizations 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 Customer Engagement Strategy and Solutions you will be a pivotal partner to organization leaders. You will gather input, gain buy-in, and foster alignment on strategic initiatives with program stakeholders (e.g., partners on our College Readiness Assessments, Advanced Placement and BigFuture teams) and the Customer Engagement team. Strong business orientation and analytical skills are critical to success in this role. In this position, you will drive execution of support solutions focused on improving the customer experience for students and educators while implementing continuous improvement initiatives. You will build a deep understanding of Program products and services and all roadmaps to translate business needs into support requirements, inform training processes and materials and help design support solutions. You will be accountable for managing to and reporting against budgets, analyzing vendor reports and translating feedback to inform program policies and content. In this role, you will: Strategy and Execution (40%) Design and develop processes and solutions, collaborating across Customer Engagement teams, to drive operational efficiencies and provide an outstanding customer experience that aligns to Program priorities and organizational goals. Work across Customer Engagement leads and with colleagues across Operations to build a continuous improvement environment to support ongoing change and assist in implementing strategies to support customers, especially during peak testing windows. Translate strategic business plans into critical support solutions including agent readiness, policies and procedures, training resources and needs, escalation management, etc. Manage simultaneous projects in collaboration with the Senior Director of Customer Engagement Initiatives. Prioritize daily, weekly and longer-term work ensuring the business impact, risks and project objectives/dependencies are identified, reported on, and managed. Develop a roadmap and manage a backlog of solutions that will drive innovation and deliver measurable and incremental value to the Programs and the customer experience. Critical Thinking and Analysis (40%) Collaborate with Operations and Customer Engagement leadership teams to identify measurements of success and key metrics that illustrate performance and progress towards critical program goals. Understand the end-to-end customer experience and analyze customer data and feedback to identify trends and insights that can be used to improve products, services, or processes. Utilize data to drive interventions, analyzing customer support data/metrics, identifying trends, developing action plans and solutions to improve the customer experience and drive continuous improvement. Investigate issues, conduct root cause analyses, identify opportunities for improvement, and address customer impacting concerns. Understand program reporting needs and develop and deliver critical and timely reporting, sharing critical customer experience data, metrics and voice of the customer feedback (e.g., qualitative and quantitative) on a regular basis. Stakeholder & Relationship Management (20%) Build strong relationships wit

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