Vice President, Customer Engagement - Remote - New York

Vice President, Customer Engagement

Operations

Remote, with hybrid options available in New York City or Reston, VA

Type: 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 exciting work to advance customer experience through the use of innovative solutions, products and technology to enhance the delivery of digital assessments. The Customer Engagement department (65 ppl) is a combination of customer and technical support teams augmented by vendor operations, training and forecasting/planning to deliver all aspects of multi-channel support to 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 provide a positive and effective overall customer experience.   

About the Opportunity  

You’ll direct our day-to-day customer engagement work and all aspects of customer support and service, plus guide customer experience strategy and vendor operations as we aim to deliver a positive experience for each College Board customers. This position is responsible for the delivery of services and support for our wide range of customers, including educators, students, parents, states and districts. You will also be a key contributor to our Operations leadership team as we complete our transition to a digital testing operation.  Ready to lead an extraordinary team? Keep reading!

In this role, you will be required to excel at the following to deliver effective and positive customer experience and support through excellent service, innovations and operational enhancements: …