This is a Remote position for a Director, Customer Engagement Strategy and Solutions

Summary: As the Director, Customer Engagement Initiatives you play a central role in the division supporting the Executive Director of Customer Engagement by leading, prioritizing, tracking, and supporting initiatives to translate vision into solutions that drive world-class support to students, educators, and test centers.  You will be accountable for leading various projects through all phases of implementation, including analysis, planning, cross-functional coordination, daily management, and training.  By bringing strategic thinking, project management and change management expertise to the role you will facilitate process improvement efforts that increase efficiency and drive customer experience. 

Responsibilities: Manage projects and requests for the Executive Director in support of Customer Engagement work teams and customers; Relentlessly prioritize daily, weekly, and longer-term workstreams across the Customer Engagement leadership teams while identifying risks and strategies to mitigate those risks; Simultaneously manage various projects, some of which may be highly visible or strategic within the company, ensuring the business impact and project objectives/dependencies are identified, reported on, and managed; Continually monitor the big picture to ensure that projects are delivered on-time, within budget, and with high customer satisfaction; Strengthen relationships across internal stakeholders and develop a working knowledge of our tools and support model for each; Serve as a point of contact for teams when multiple resources are assigned to the same project to ensure team actions are coordinated; Work across Customer Engagement teams to build a continuous improvement environment to support an ongoing program of change and assist in implementing continuous improvement strategies; Lead and facilitate process improvement-based workshops to drive ideas and solutions; Drive organizational understanding of customer needs and pain points, support implementing brand-consistent solutions; Analyze data and provide innovative solutions in complex and difficult situations; oversight of issue escalation management, as needed; Perform quality control to maintain quality standards and identify improvement areas; Work with Customer Engagement leadership to manage key stakeholders; Responsible for organizing, communicating, and executing key initiatives in support of these stakeholders; Convene strategic conversations and develop content for the divisional leadership team and internal stakeholders by co-developing agendas and pre-reads; organizing, coordinating, and driving action on follow-up items; and helping the communicate outcomes to the broader division and organization.

Requirements and Qualifications: A bachelor's degree and 3-5 years' experience in project or program management; Demonstrated experience as an informal leader with a track record of initiating, leading, and managing complex initiatives; Customer Experience and Call Center background (a plus); Experience using innovative thinking and data to inform decisions and actions while adapting to changing conditions; The ability to easily shift between strategy level thinking to project and task-level execution and enjoys all levels equally; Experience working well at all levels of the organization and adapts working styles to meet audience needs; Experience with a wide variety of tools and methodologies, including agile, with the flexibility to leverage the best tool for each problem/opportunity; A strong desire to learn & improve and experience leveraging feedback and performance levels to course correct; Comfort working in undefined situations and evidence of creating clarity and path forward; The ability to travel 4-6 times a year to College Board offices and/or vendors.

Equal Opportunity Employer