Senior Director, Operations Content & Knowledge Management

Senior Director, Operations Content and Knowledge Management  

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) 

Type: This is a full-time position 

About the Team 

College Board’s Operations division is a best-in-class digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers, annually. The Operations team is also leading exciting work to advance customer experience through the use of innovative solutions, products and technology to enhance the end-to-end delivery of digital assessments and all aspects of customer support.  The Knowledge, Learning & Operational Effectiveness function leads work across Operations to design and deliver integrated infrastructure solutions that power our core operations. In close collaboration with Assessment Delivery Operations and Customer Engagement and Experience teams, KL&OE aims to create a connected ecosystem that supports the College Board’s digital experience, enabling operational efficiency, scalable solutions and exceptional customer outcomes.  This team also partners with internal stakeholders including College Readiness Assessments, AP, Digital, Technology and Communications. 

About the Role 

The Senior Director of Content & Knowledge Management is responsible for developing and leading a top-tier knowledge infrastructure that empowers internal operations teams to access information, enhances the customer experience, and integrates with digital platforms. This role is critical in ensuring that front-line teams have immediate access to the operational content they need to effectively support complex customer interactions and troubleshooting activities throughout the customer journey. You will work closely with Operations, Product, and Program teams to develop clear, accurate, and easily accessible resources that align with evolving policies, digital interactions, and continuous delivery of product enhancements. A key component of this role is establishing a dedicated content creation function that develops and maintains high-quality operational content to support staff and customers. This includes building a team of content creators who will work closely with subject matter experts across Operations, Product, and Customer Experience to ensure knowledge resources are accurate, effective, and aligned with evolving business needs.  

What You Will Do 

Set vision and strategy: (40%) 

• Drive the strategy for our operational knowledge base, ensuring content is accurate, structured for usability, and designed to integrate with future digital solutions such as AI-driven search, chat, and automation tools. 

• Drive the adoption of structured knowledge models, including templates, metadata, and taxonomy, to improve searchability and relevance. 

• Establish and oversee best practices for knowledge content lifecycle management, including creation, review cycles, continuous improvement, and archiving, to maintain high-quality, up-to-date resources. 

• Design and oversee customer journey workflows that combine strategic content and operational communications, aligning operational content to the appropriate persona(s) and touchpoints. 

Provide team leadership and cross-functional collaboration: (30%) 

• Establish and lead a high-performing team focused on knowledge systems, content governance, and process optimization. 

• Define and implement strategies to balance structure and flexibility of a decentralized content creation model while enforcing consistency, quality and accuracy, across all operational knowledge assets. 

• Foster a collaborative, high-performing team culture, mentor and support team members, and provide opportunities for professional development and growth. 

• Establish partnerships and strategies with internal stakeholders across Product/Program, Operations, and Technology to embed and align content development priorities with broader milestones and/or organizational goals.  

• Oversee team responsibilities for multiple concurrent initiatives, aligning them with broader strategic priorities and goals. 

Drive continuous improvement & innovation: (30%) 

• Research, evaluate, and adopt cutting-edge tools and platforms to streamline the knowledge documentation and distribution process. 

• Develop key performance indicators (KPIs) to demonstrate the business impact of knowledge initiatives on operational efficiency and customer experience. 

• Design and implement a streamlined documentation intake, review, and management workflow to support College Board product release cycles. 

• Establish a structured content creation process for troubleshooting guides and workflow documentation, reducing content production time from weeks to days. 

• Champion voice of customer insights to inform content and product strategy.  

About You 

You have: 

• 10+ years of experience in content and knowledge management systems and technical communication. 

• A proven track record of rapidly building new capabilities, leading high-performing content teams, and driving product enablement. 

• Experience with content management and publishing systems, such as Salesforce, Confluence, Learning Management, Drupal, XML, and Oxygen Editor 

• Proven track record of driving operational excellence.  

• Ability to thrive in a fast-paced, high-stakes, and dynamic environment and lead through change. 

• Exceptional strategic thinking, analytical and planning skills - you can build a strategy, connect the dots, and build towards the future.  

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

• A bachelor’s or master’s degree in business or equivalent field 

• The ability to communicate effectively with product leads and technologists to meet and drive business requirements. 

• Experience leading high-visibility projects from start to finish with measurable results.  

• Fluency with data and confidence in making data-driven decisions.  

• Strong understanding of Agile workflows and experience engaging with development teams to create technical documentation. 

• Must be able to travel at least 6-8 times per /year 

• You are authorized to work in the US 

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 $96,000 to 165,000. 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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