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About the role
- Director of Customer Engagement Delivery at College Board leading third-party contact center operations. Ensuring optimal engagement and customer experience through performance metrics and strategic collaboration.
Responsibilities
- Leading and directing how educators and students engage successfully with College Board
- Owning the end-to-end delivery of program-level support through third-party contact center partners
- Collaborating closely with CEE leaders, program stakeholders, and delivery teams
- Driving exceptional performance results and optimal customer experience by leveraging data-driven insights
- Tracking vendor performance against defined SLAs and KPIs
- Implementing improvement strategies with vendor teams using data-driven methodologies
Requirements
- 7+ years of progressive experience in contact center operations
- Proven leadership capabilities
- Ability to lead and influence cross-functional and vendor teams
- Optimize key performance metrics (e.g., SLAs, AHT, FCR, NPS, CSAT)
- Design and implement scalable service delivery strategies
- Drive continuous improvement initiatives across Tier 1 and Tier 2 support models
- Expertise in core operational areas, including workforce management and capacity planning
- Quality assurance and performance monitoring
- Coaching frameworks and frontline development
- Familiarity with Generative AI applications in contact center operations
- Bachelor’s degree preferred in a relevant field (e.g., Business, Operations, Organizational Leadership) or equivalent practical experience in contact center operations and leadership
- Ability to travel 3–4 times annually to College Board offices or on behalf of College Board business needs
Benefits
- A meaningful career
- A supportive team
- Comprehensive package designed to help you thrive
- Annual bonuses and opportunities for merit-based raises and promotions
- Mission-driven workplace where your impact matters
- Team that invests in your development and success
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