Director, Customer Engagement Strategy and Solutions

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Director, Customer Experience Strategy & Solutions

Are you a strategic leader passionate about shaping exceptional customer journeys? We’re seeking a Director, Customer Experience Strategy & Solutions to partner closely with organizational leaders, driving strategic initiatives that enhance the experience for students and educators within our Advanced Placement & Instruction (AP&I) programs.

Leveraging your sharp business acumen and analytical skills, you will translate vision into tangible improvements, implement support solutions, and foster a culture of continuous improvement across teams. This role is key to delivering impactful outcomes and ensuring an outstanding customer experience that aligns with program and organizational goals.

Your Impact & Key Responsibilities

As a key strategic partner, you will cultivate strong relationships with AP&I stakeholders and leaders across the Customer Engagement & Experience team. You’ll be instrumental in gathering critical input, building consensus, and ensuring alignment on strategic priorities and change management initiatives.

Drive the design and development of innovative processes and support solutions that elevate the customer experience and enhance operational efficiency. This involves close collaboration across various Customer Engagement & Experience teams to deliver seamless, program-aligned services.

Champion a culture of continuous improvement by partnering with Customer Engagement & Experience and Operations leaders. You will implement strategies to optimize support mechanisms, particularly during critical peak testing periods.

Translate high-level strategic plans into concrete, actionable support solutions, encompassing everything from agent readiness and training needs to policy development and escalation management.

Manage a portfolio of concurrent projects, often in collaboration with the Senior Director of Customer Engagement Initiatives. You will prioritize work effectively, develop and maintain a solution roadmap, and manage a backlog to ensure we deliver measurable, incremental value and drive innovation for the program and our customers.

What You’ll Bring to the Role

We’re looking for a seasoned professional with:

• A minimum of 5 years in client-facing, customer liaison, or account management roles.
• Demonstrated success as an influential leader, skilled in managing relationships to achieve key business outcomes.
• Proven experience using data and innovative thinking to inform decisions and navigate evolving situations.
• The ability to effectively engage and work across all organizational levels, adapting your communication and working style as needed.

You should be proficient in:

• Proficiency in Microsoft Suite tools or a willingness to quickly learn.
• Clear, concise, and impactful communication, both written and verbal.
• A genuine curiosity and enthusiasm for emerging technologies, particularly AI-driven solutions, with the comfort and initiative to learn and apply new digital tools proactively.

Your approach and mindset are critical. We value:

• A strong desire for continuous learning and improvement, actively leveraging feedback to refine your approach.
• Comfort navigating and bringing clarity to ambiguous or undefined situations.
• Exceptional problem-solving skills, including the ability to dissect complex challenges and forge clear paths forward.
• A track record of prioritizing high-impact work, simplifying complexity, taking initiative, and making informed decisions swiftly.
• A commitment to candid, timely, and respectful feedback.
• An open mindset, welcoming diverse perspectives and new ideas.
• A habit of collaborating effectively across teams, practicing empathy, and contributing to a culture of trust and shared success.

Bonus Points

Experience in a Customer Experience or Call Center environment.

Finally, this role requires the flexibility to work non-standard hours occasionally to support critical test delivery windows and the ability to travel 4-6 times annually to College Board offices and/or vendor sites. You must also be authorized to work in the United States.

Why You’ll Thrive Here

Join a team where your strategic vision directly impacts the lives of students and educators.

We offer competitive compensation, including annual bonuses and opportunities for merit-based increases and promotions.

Be part of a mission-driven organization where your contributions truly matter.

Work with a supportive team that is invested in your professional growth and success.

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