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Director, Customer Engagement Strategy And Solutions
4 months ago
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The College Board
Director, Customer Engagement Strategy And Solutions
in
Denver ,
Colorado
About the Team
College Board's Operations division (100+ ppl) aims to be a worldclass digital assessment delivery and customer engagement organization thatsupports millions of students and thousands of test centers, annually.Operations is also leading the College Board's exciting transformation tosupport delivery of digital assessments.The Customer Engagement department isa combination of teams that support our key constituents, includingstudents, parents, educators, and our state partners representingapproximately 2 million contacts per year.This integrated team serves as theorganization's 'front line' and represents the voice of the customer,partnering across the organization to help improve the overall customerexperie
About the Opportunity
As the Director of Customer Engagement Strategy and Solutions you will be apivotal partner to organization leaders. You will gather input, gainbuy-in, and foster alignment on strategic initiatives with programstakeholders (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 inthis role. In this position, you will drive execution of support solutionsfocused on improving the customer experience for students and educators whileimplementing continuous improvement initiatives. You will build a deepunderstanding of Program products and services and all roadmaps to translatebusiness needs into support requirements, inform training processes andmaterials and help design support solutions. You will be accountable formanaging to and reporting against budgets, analyzing vendor reports andtranslating feedback to inform program policies and content.
In this role, you will:
Strategy and Execution (40%)
Design and develop processes and solutions, collaborating across CustomerEngagement teams, to drive operational efficiencies and provide anoutstanding customer experience that aligns to Program priorities andorganizational goals.
Work across Customer Engagement leads and with colleagues across Operationsto build a continuous improvement environment to support ongoing change andassist in implementing strategies to support customers, especially duringpeak testing windows.
Translate strategic business plans into critical support solutions includingagent readiness, policies and procedures, training resources and needs,escalation management, etc.
Manage simultaneous projects in collaboration with the Senior Director ofCustomer Engagement Initiatives. Prioritize daily, weekly and longer-termwork ensuring the business impact, risks and projectobjectives/dependencies are identified, reported on, and managed.
Develop a roadmap and manage a backlog of solutions that will driveinnovation and deliver measurable and incremental value to the Programs andthe customer experience.
Critical Thinking and Analysis (40%)
Collaborate with Operations and Customer Engagement leadership teams toidentify measurements of success and key metrics that illustrate performanceand progress towards critical program goals.
Understand the end-to-end customer experience and analyze customer data andfeedback to identify trends and insights that can be used to improveproducts, services, or processes.
Utilize data to drive interventions, analyzing customer supportdata/metrics, identifying trends, developing action plans and solutionsto improve the customer experience and drive continuous improvement.
Investigate issues, conduct root cause analyses, identify opportunitiesfor improvement, and address customer impacting concerns.
Understand program reporting needs and develop and deliver critical andtimely reporting, sharing critical customer experience data, metrics andvoice of the customer feedback (e.g., qualitative and quantitative) on ar gular basis.
Stakeholder & Relationship Management (20%)
Build strong relationships with the internal Program stakeholders; be atrusted advisor and the primary point of contact for Customer Engagement,including customer support, tech support and vendor management, to addressnew initiatives, questions, requests, and concerns through regularcadence touch points.
Serve as the primary liaison between Program and Customer Engagement tocoordinate and facilitate issue management during critical test administrationwindows.
Drive organizational understanding of customer needs and pain points,support implementing brand-consistent solutions.
Effectively solve ad-hoc customer issues as needed, interacting withProgram, Customer Support, and other stakeholders, escalating customerissues as needed and identifying solutions/resources.
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