Executive Director, Customer, Program, Product, & Performance Outcomes

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 Executive Director for Customer, Program, Product, & Performance Outcomes, you will lead and manage the ADO team responsible for ensuring customers and partners flow smoothly across pre-test, test day, and post-testing processes. This team relies on digital systems and data to identify opportunities for process improvement, analyze emergent challenges, and develop innovative solutions to problems. Your team works closely with stakeholders across ADO, Operations, and College Board to manage change and ensure alignment across all stakeholder priorities. 

As team lead, you will monitor process health, lead efforts to create deeper insights with data, model future outcomes, and ensure decision-making across Operations is supported by sound analysis. You will oversee the development of customer-centric strategies to save students and educators time, streamline Operational processes, and improve customer engagement. And you will work closely with our technical partners, internally and externally, to shape College Board’s digital platforms and programs and seamlessly guide their integration into operations’ workflows. 

In this role, you will:  

Lead and Manage the Customer, Program, Product, & Performance Outcomes Team (40%)  

• Lead a team for developing and implementing customer-centric process improvements across digital and non-digital testing operations. 
• Set vision and priorities for the team, track and manage progress to goals, and provide coaching and support to ensure team members meet and exceed goals, remain engaged, and contribute meaningfully to our mission 
• Cultivate an inclusive and high achieving culture that enables all team members to live out College Board’s Operating Principles. 
• Bring proven leadership experience and consistently embody College Board’s Manager Expectations in your work. 
• Deconflict, align, and guide persona-specific strategies between team members to ensure timely socialization with stakeholders and efficient implementation. 
• Monitor key process metrics to assess strategic results and help staff navigate technology, digital, and programmatic stakeholders in addressing emergent or unanticipated operational issues.  
• Drive accountability for customer outcomes and needs across operational processes, in close partnership with Ops leadership and your team, to ensure optimal results for educators, students, and stakeholders.  

 
Guiding Analysis & Monitoring Performance Outcomes (20%) 

• Inspire others to think bigger, bolder, and differently about the role of data in ADO’s operations. Work with leadership to instill a data-centric culture and encourage a sharp focus on metrics that matter. 
• Establish analytic priorities, ensure data access, and simplify analytic workflows to empower analysts, ADO staff, and leaders to help us deliver better outcomes for our customers and mission. 
• Guide performance analysis of College Board’s digital systems and operational processes across all phases of test production. Provide regular updates to senior leaders and stakeholders on Operational outcomes. 
• Review data, figures, charts, and models for analytic accuracy, rigor, and quality. Provide staff with analytic guidance, support resources, and directions for how to best meet stakeholder needs. 

Managing Customer Experience Strategy & Outcomes (20%) 

• Lead efforts to improve customer experiences across processes, programs, and products from an operational outcomes' perspective—ensuring customer journey roadmaps, plans, and initiatives align across the organization. 
• Champion the voice of the customer, using data to inform understanding of their needs, to develop and shape improvements across operational processes, testing formats, tools, and other aspects of their journeys. 
• Set ambitious but obtainable goals for a wide range of customer experience initiatives, priorities, and performance metrics. And provide customer strategy team with clear goals, objectives, and guidance. 
• Ensure that our customer experience and strategy team has access to the data, stakeholders, and resources needed to deliver effective improvements. 

Oversee Process & Program Improvement Initiatives (20%) 

• Oversee process improvement initiatives. Providing process improvement staff with clear goals and guidance. 
• Manage prioritization of process improvements across ADO’s production phases, teams, and staff in consultation with leadership and program & product partners.  
• Facilitate efficient and effective operational changes with a deep appreciation and thoughtfulness for stakeholders, teammates, and customer needs—ensuring that all voices are heard and respected. 

About you, you have:   

• 10+ years of experience leading complex analysis in high-stakes environments (Experience in education, operations, technology, or similar sectors strongly preferred). 
• A strategic and inclusive leadership style: you set clear priorities, build effective team structures, plan for future needs, and foster a culture of belonging. 
• A proven ability to drive performance and growth: you set high expectations, deliver real-time, evidence-based feedback, and coach team members to take smart risks, stretch their skills, and achieve meaningful impact. 
• Experience performing robust analysis, using a variety of analytic tools, to assess performance, shape solutions, and guide senior leader decisions on high-stakes and -visibility enterprise challenges.  
• An ability thrive in a fast-paced, high-stakes, and dynamic environment. 
• Strong strategic thinking skills that allow you to connect the dots, capture opportunities, navigate ambiguity, and quickly adapt plans.  
• Experience overcoming organizational rigidity to improve business outcomes, managing diverse stakeholders, and working with technical and non-technical staff & partners. 
• Experience leading successful high-visibility and high-impact projects.  
• A bachelor’s or graduate degree in business, engineering, or a similar field. 
• Must be able to travel at least 6-8 times per /year 
• You are authorized to work in the US 

For all roles at College Board: 

We are seeking individuals who are passionate about expanding educational and career opportunities and committed to mission-driven work. Candidates must be authorized to work in the United States for any employer and should possess clear and concise communication skills, both written and verbal. Proficiency in Microsoft Suite tools is preferred, though a willingness to learn is equally valued. We look for those with curiosity and enthusiasm for emerging technologies, particularly AI-driven solutions, and a proactive approach to independently learning and applying new digital tools. Most importantly, applicants should demonstrate the skills and mindsets aligned with College Board’s Operating Principles, reflecting a commitment to continuous growth, collaboration, and impact, notably:  

• A commitment to candid, timely, respectful feedback   
• A learner orientation and an openness to ideas and diverse perspectives  
• The ability to push for excellence through data-informed decision-making, iterative learning, external benchmarking and user-inputs  
• Strong problem-solving skills, including the ability to break down complex issues and identify clear paths forward  
• A track record of prioritizing high-impact work, simplifying complexity, taking initiative, and making decisions quickly with clarity of purpose  
• A habit of collaborating across differences, practicing empathy, and contributing to a culture of trust and shared success 

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, 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 $168,000-$235,000. 
• 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. 

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