Director, Customer Experience Strategy – Solutions

The College Board

Director of Customer Experience Strategy at College Board, driving EdTech support solutions and customer engagement. Leading initiatives to enhance customer experience during high-stakes periods.

Posted 6/17/2026full-time🇺🇸 United StatesLead💰 $80,000 - $125,000 per yearWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Drive alignment between Program, Product, and Operations teams, ensuring priorities, timelines, and responsibilities are clearly defined
Develop deep expertise in the customer experience and support ecosystem for assigned Program/Product, serving as a trusted advisor who brings customer insights and operational perspectives to discussions around program policies, product enhancements, and service delivery strategies
Lead planning, update and execution conversations to enable clear decisions, not just status updates
Ensure leadership has clear, timely visibility into progress, risks, and tradeoffs to support confident decision-making
Translate Program & Product strategies into clear, actionable support models, both within CEE and across Operations
Own end-to-end administration readiness, ensuring teams are prepared to deliver high-quality support during peak testing windows
In collaboration with workstream owners, design scalable processes, tools, and operating models that improve efficiency, consistency, and execution quality
Ensure risks, dependencies, and gaps are identified early and addressed before they impact delivery
Own customer experience across Programs & Products, ensuring support models are designed to deliver consistent, high-quality experiences for students and educators
Partner with leadership to define and operationalize success metrics (e.g., CSAT, FCR, operational readiness), and actively manage call center performance against them
Analyze customer experience data, operational metrics, and feedback to identify trends, risks, and opportunities for improvement
Identify breakdowns in the customer journey and lead root cause analyses, ensuring issues are addressed at their source—not just mitigated
Translate insights into clear, prioritized actions that improve products, services, and support operations
Ensure continuous improvement by using historical data, retrospectives, and performance trends to strengthen future readiness and prevent repeat issues
Deliver actionable insights to Program and Product teams that influence roadmap decisions and drive better customer and operational outcomes

Requirements

What you’ll need

5+ years of experience in a client-facing, customer liaison, account management, or operations role, ideally in EdTech or education administration environments
A Customer Insights background (a plus)
Demonstrated ability to understand strategic priorities, align stakeholders around shared objectives, and translate business goals into actionable plans, roadmaps, and measurable outcomes
Demonstrated experience leading cross-functional initiatives, driving alignment, accountability, and execution across teams without direct authority
Demonstrated ability to develop deep expertise in customer needs, behaviors, journeys, and pain points, leveraging customer insights and operational knowledge to influence product strategy, program priorities, service delivery approaches, and customer experience improvements
Experience working with tools such as Cresta, Salesforce, Tableau, and Claude/AI models to access, analyze, and interpret customer data, feedback, and trends, translating insights into recommendations that drive operational improvements, customer experience outcomes, and business decisions
A strong desire to learn and improve, with experience using feedback, data, and performance metrics to continuously refine approaches and outcomes
Comfort working in ambiguity, with a proven ability to create structure, establish processes, and drive clarity in complex environments
Proven ability to anticipate risks, identify dependencies, remove blockers, and maintain momentum across multiple priorities
Authorization to work in the United States

Benefits

Comp & perks

Annual bonuses and opportunities for merit-based raises and promotions
A meaningful career
A supportive team
A comprehensive package designed to help you thrive

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experience analysisprogram managementoperations managementcross-functional leadershipdata analysisroot cause analysisprocess designperformance metricsstrategic planningservice delivery

Soft Skills

stakeholder alignmentcommunicationproblem-solvingadaptabilitydecision-makinginfluencecontinuous improvementcustomer advocacyorganizational skillsleadership