Role Description As the Director of Customer Experience Strategy and Solutions, you will leverage data and insights to inform how College Board delivers high-quality, scalable support solutions to ensure a seamless experience for customers. - Partner with program, product, and CEE colleagues to design operational strategies that ensure students and educators receive consistent, effective support. - Own the translation of Program, Product, and Operations goals and priorities to ensure awareness and execution across CEE support teams. - Drive Cross-Functional Alignment and Strategic Decision-Making (40%): - 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. - Lead planning, update, and execution conversations to enable clear decisions. - Ensure leadership has clear, timely visibility into progress, risks, and tradeoffs. - Influence Operations, Program, & Product priorities and solution design using data, insight, and operational expertise. - Navigate ambiguity and complexity to create clarity, alignment, and forward momentum across teams. - Drive Strategy & Execution (30%): - Translate Program & Product strategies into clear, actionable support models. - Own end-to-end administration readiness, ensuring teams are prepared to deliver high-quality support during peak testing windows. - Design scalable processes, tools, and operating models that improve efficiency, consistency, and execution quality. - Ensure risks, dependencies, and gaps are identified early and addressed. - Own and Improve Customer Experience Outcomes (30%): - Own customer experience across Programs & Products, ensuring support models are designed to deliver consistent, high-quality experiences. - Partner with leadership to define and operationalize success metrics. - 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. - Translate insights into clear, prioritized actions that improve products, services, and support operations. - Ensure continuous improvement by using historical data, retrospectives, and performance trends. - Deliver actionable insights to Program and Product teams that influence roadmap decisions. Qualifications - 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 and align stakeholders around shared objectives. - Experience leading cross-functional initiatives, driving alignment, accountability, and execution across teams without direct authority. - Ability to develop deep expertise in customer needs, behaviors, journeys, and pain points. - Experience working with tools such as Cresta, Salesforce, Tableau, and Claude/AI models. - A strong desire to learn and improve, using feedback, data, and performance metrics. - Comfort working in ambiguity, with a proven ability to create structure and drive clarity. - Proven ability to anticipate risks, identify dependencies, remove blockers, and maintain momentum across multiple priorities. Requirements - Authorization to work in the United States. - A passion for expanding educational and career opportunities and mission-driven work. - Curiosity and enthusiasm for emerging technologies. - Clear and concise communication skills, written and verbal. - A learner's mindset and a commitment to growth. - A drive for impact and excellence. - A collaborative and empathetic approach. Benefits - Comprehensive package designed to help you thrive. - Fair and competitive compensation grounded in qualifications, experience, impact, and market. - The hiring range for this role is $80,000 – $125,000. - Open, transparent conversations about compensation and benefits throughout the hiring process. Company Description The Operations Division at College Board is focused on leading the organization’s transformation to support delivery of digital assessments. The division aims to provide exceptional customer support and a seamless digital assessment experience that supports millions of students and thousands of educators and test centers. The Customer Engagement & Experience (CEE) department is a combination of teams that support our key constituents: students, parents, educators, and our state partners.

• Translate scientific and market complexity into actionable plans • Collaborate with clients and teams to optimize internal medicine programs • Lead cross-functional teams in designing solutions ensuring project success • Take ownership of high-level client relationships and ensure client satisfaction • Support Sales in conducting client and bid defense meetings

• Develop and Lead Training Strategy: Define and maintain the overall training strategy, framework, roadmap, and approach to support successful use of Metrik across users. • Assess Training Needs: Partner with project leadership, subject matter experts, business team, and other stakeholders to identify training learner personas, role-based requirements, and readiness considerations. • Design Scalable Training Approaches: Recommend and implement training delivery models, learning pathways, training environments, and support structures that effectively serve diverse user groups across the state needs. • Define Training Deliverables: Determine the appropriate mix of training materials and support resources (e.g., instructor-led training, e-learning modules, job aids, reference guides, videos, FAQs, office hours etc.) to support successful system use. • Lead Training Planning & Coordination: Partner with business, change management, rollout, and implementation teams to identify training priorities, define learning objectives, establish training timelines, and coordinate training-related activities across the project. • Coordinate Training Content Development: Collaborate with writers, subject matter experts, trainers, and other project resources to develop and maintain training materials, ensuring content aligns with project goals, user needs, and system functionality. • Coordinate Training Implementation: Support and coordinate the execution of training activities, including scheduling, communications, trainer preparation, pilot support, office hours, training logistics, and post-launch learning opportunities. • Partner on Organizational Change Management Efforts: Collaborate closely with change management, communications, stakeholder engagement, and rollout teams to align training activities with broader project readiness efforts. • Measure Training Effectiveness: Establish and monitor training success metrics, learner feedback mechanisms, participation tracking, and other indicators to continuously improve training outcomes. • Support Sustainability: Develop recommendations and processes for ongoing training, onboarding, knowledge transfer, and long-term support beyond initial implementation. • Serve as a Trusted Advisor: Provide strategic guidance to project leadership and stakeholders regarding training best practices, risks, dependencies, and training considerations throughout the project lifecycle.

Role Description We are currently seeking a Director, Digital Data Strategy & Partnerships. This position is responsible for managing partner relationships with our DMP & programmatic advertising partners. Being an expert in CTV solutions and digital channel strategies, you will work across partners to ensure continued expansion of the adoption of our Business and consumer programmatic data taxonomy at existing and new partners. - Work with digital team to manage partners. - Look to expand partnerships and grow revenue with specific focus on CTV platforms. - Collaborate with internal and external teams to drive partner initiatives through to completion. - Manage internal and external resources in support of partner initiatives as well as contractual and operational processes. - Oversee and provide input into industry research on emerging programmatic and integrated CRM best practices. - Work with existing and future partner teams ensuring partner deliverables and expectations are being met across digital channels. - Facilitate and drive performance management processes. - Champion a start-up culture where innovation and momentum is at the heart of the business. Qualifications - Solid background in CTV, DSP, DMP's and programmatic industry. - Excellent communication skills. - Possess a genuine passion for thinking outside the box and providing cutting edge solutions. - Ability to build internal relationships working across sales, technology, product and account teams. - Ability to contribute to improving operational efficiency. - Experience with MS office products – especially Excel, Word and PPT. - Understanding of the Consumer and Business data provider industry. Requirements - Bachelor's degree or equivalent experience in a digital marketing related area (Programmatic, DSP, DMP, SSP etc.) is preferred. - 5+ years partner management experience in digital data partnerships, digital agency or similar. - Any certification in digital programmatic capabilities preferred. Benefits If you are a resident of the state of California, Colorado, New York, or Washington, please contact us or email us at applicant@data-axle.com to receive compensation and benefits information for this role. Please include the job title and/or job ID of the role you are interested in. Affirmative Action/EEO Statement At Data Axle, we are committed to attracting, retaining, and engaging employees from all walks of life. Diversity is an important part of our values and business operations. We are dedicated to creating an inclusive environment that promotes professional development for everyone. As part of that commitment, Data Axle does not discriminate on the basis of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status with regard to public assistance, status as a disabled veteran and or Vietnam Era or any other characteristic protected by federal, state, or local law. All qualified applicants will receive consideration for employment. In addition, Data Axle will provide reasonable accommodation for otherwise qualified disabled individuals.