Executive Director, Customer Engagement Delivery - REQ001856_1-3175

The College Board - Chicago, IL

Full-time - Senior

Remote - Chicago, IL

101-250 employees

Educational Services

About the position

The Executive Director, Customer Engagement Delivery is responsible for overseeing the strategy and operational excellence of the Customer Engagement & Experience (CEE) department at College Board. This leadership role focuses on managing customer-facing support teams, ensuring a world-class customer experience, and driving performance metrics such as First Contact Resolution (FCR) and Customer Satisfaction (CSAT). The position requires collaboration with various senior directors and involves managing a team of 5-8 direct reports.

Responsibilities

• Manage daily contact center operations and implement the College Board Customer Experience vision for customer-facing support teams.
• Drive comprehensive performance management across all internal and third-party vendor delivery teams.
• Lead root cause analysis and remedy implementation when SLAs are not being met or non-SLA related issues arise.
• Collaborate with the Operations Vendor Contract Management team to monitor and evaluate vendor processes and procedures.
• Coordinate business process details including service transitions and work handoffs between contact teams, vendors, and subcontractors.
• Responsible for fiscal management and effective allocation of resources within the call center.
• Identify opportunities to reduce contacts, improve the customer experience, and reduce costs.
• Build and maintain strategic relationships across departments and external partners.
• Drive delivery of transformational change by providing leadership to complex, multi-stakeholder programs.
• Define and build a continuous improvement model to support an improved experience for customers.

Requirements

• Proven experience in managing contact center operations and customer engagement teams.
• Strong leadership skills with the ability to manage and develop a team of direct reports.
• Experience in performance management and driving customer satisfaction metrics.
• Ability to analyze business processes and implement improvements.
• Excellent communication and collaboration skills to work with cross-functional teams.

Nice-to-haves

• Experience in vendor management and contract negotiations.
• Familiarity with digital assessment delivery and customer engagement strategies.
• Knowledge of data analysis tools and performance metrics.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Flexible scheduling options
• Professional development opportunities