Director, Coordinator Experience

Director, Coordinator Experience 

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  

The College Board Operations division manages the digital test delivery process for millions of students each year. Our Assessment Delivery Operations (ADO) team is primarily responsible for managing and overseeing the successful execution of digital assessments like the SAT and Advanced Placement examinations. Among its many responsibilities, ADO ensures that test sites meet security and network requirements, test proctors are credentialed and trained to administer tests consistently and fairly, students arrive on test day with the correct documents and testing materials, and that testing issues are promptly addressed. Our team plays a critical and essential role in the success of students and educators before, during, and after test day. And due to its central role in supporting College Board’s mission, ADO works closely with partners and stakeholders across College Board, the education sector, and beyond to shape and improve testing technologies, customer experience, and testing outcomes. 

About the Opportunity   

As the Director, Coordinator Experience, you will lead a cross-functional effort to enhance the coordinator experience across all facets of College Board’s digital assessment operations. Our coordinators (typically school-based staff serving as test coordinators) oversee all testing activities in schools and other testing locations—they’re responsible for ensuring test day is a success. As Director of Coordinator Experience, you’ll be the driving force behind designing, developing, and delivering an operational experience that is seamless, intuitive, and customer-centric—from planning our initial outreach to educators interested in becoming a coordinator, through test day, and beyond to ensure the needs of our most trusted customers & testing partners, coordinators, are effectively met. 

You will work at the intersection of strategy, customer experience, and change management—partnering with leaders across multiple divisions to align on priorities, elevate coordinator needs, and ensure our operational service delivery model is consistent, relevant, and easy to navigate. Your work will help streamline complex processes and improve every touchpoint a coordinator has with College Board systems, teams, and tools. 

As a leader in this space, you’ll gather insights, identify friction points, and turn those findings into clear, actionable improvements that make a real difference for our coordinators and the students they serve. You’ll also ensure operational enhancements are implemented efficiently, carefully navigating the change management process with a focus on streamlining the coordinator experience and amplifying the value we provide in exchange for their time. You’ll work on initiatives that touch nearly every corner of College Board to help us redefine our customers’ experience. And your efforts will save educators precious time while enhancing their work with students globally. 

In this role, you will:  

Strategic Leadership & Execution (40%) 

• Lead the development and implementation of a multi-year roadmap to transform the coordinator experience across College Board’s digital assessment operations—ensuring clear, timely, and effective communication, support, and service delivery. 

• Champion initiatives that simplify operational processes and reduce complexity, putting the needs of coordinators at the center of decision-making. 

• Design frameworks to streamline coordinator-facing communications and interactions, enhancing both operational clarity and ease of execution, while documenting and developing a deep understanding of coordinator personas. 

• Leverage coordinator feedback, performance data, and operational insights to inform continuous improvement; establish clear metrics to measure impact and effectiveness over time. 

Cross-Functional Collaboration & Alignment (30%) 

• Serve as the central connector across teams—including Product, Operations, Technology, and Communications—to ensure alignment and cohesion across all coordinator touchpoints. 

• Foster shared ownership of the coordinator experience, managing cross-team priorities and facilitating resolution of tradeoffs through structured stakeholder engagement and escalation pathways. 

• Build mechanisms to illuminate the end-to-end coordinator journey, enabling data-driven decision-making and prioritization across internal teams. 

• Influence programmatic, product, and policy decisions by advocating for changes that support a unified, efficient, and educator-friendly operational model. 

Implementation & Change Management (30%) 

• Identify and address process, system, and service gaps that hinder a cohesive coordinator experience, recommending and driving integrated solutions. 

• Lead the execution of high-impact improvements across operational workflows, including enhancements to systems, tools, and coordinator-facing communications. 

• Create and manage a comprehensive communications plan that keeps stakeholders informed and engaged throughout the evolution of the coordinator experience strategy. 

• Establish a cycle of continuous feedback and refinement, using performance indicators, qualitative feedback, and change management best practices to guide future enhancements. 

About You  

To qualify for this role, you must have:  

• 5-8 years of experience in strategy, operations, go-to-market, customer experience, business process improvement, or similar field. 

• Proven ability to lead large-scale, cross-functional initiatives that improve user experience and drive operational efficiencies. 

• Exceptional strategic thinking, analytical and planning skills - you can build a strategy, connect the dots, and deliver on long-term priorities  

• Strong analytical skills with experience mapping customer journeys, identifying pain points, and developing data-driven solutions. 

• Excellent communication and stakeholder management skills, with the ability to influence senior leaders and drive organizational change. 

• Effective and persuasive communication, particularly when navigating change as this role will be tasked with defining and implementing new ways of doing things, that every relevant participant needs to understand, internalize and support 

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

• Experience working with digital platforms, customer support systems, or operational tools in an education, technology, or service-based industry is a plus. 

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

All roles at College Board require:  

• A passion for expanding educational and career opportunities and mission-driven work 

• Authorization to work in the United States for any employer 

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort learning and applying new digital tools independently and proactively.  

• Clear and concise communication skills, written and verbal 

• A learner's mindset and commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input. 

• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking. 

• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success. 

• Authorization to work in the U.S. 

About Our Process   

• Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days. 

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.    

What We Offer 

At College Board, we offer more than just a paycheck—we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation, grounded in your qualifications, experience, impact, and the market. 

A Thoughtful Approach to Compensation 

• The hiring range for this role is $80,000-$120,000. 

• Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board. 

• We aim to make our best offer upfront—rooted in fairness, transparency, and market data. 

• We adjust salaries by location to ensure fairness, no matter where you live. 

You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more.