Assistant Director, Accommodations Customer Care

Assistant Director, Accommodations Customer Care

Customer Engagement

Location: Remote

About the Team 

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 strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The 55-person Customer Engagement department is a combination of teams that supports our key constituents: students, parents, educators, and our state partners that represent approximately 2 million contacts per year.This integrated team serves as the organization’s ‘front line’ and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.  

About the Opportunity  

As the Services for Students with Disabilities (SSD) Customer Care Assistant Director, you will apply your superior case management skills and proactive outreach in support of a mission-critical operational function. You will be responsible for managing escalated cases, email responses, and certain SSD-specific procedures. You will ensure that these cases are resolved within the specified guidelines and policies of the SSD Program. You understand the importance of asking probing questions to pinpoint a customer's needs and for guiding customers to the policies and resources needed to resolve their questions and challenges.  

The SSD Customer Care team handles College Board’s escalations for students with disabilities.This group of students, parents, and educators comprise a group that presents sensitive, nuanced, and complex issues for resolution. This team will deliver high quality customer service across all College Board programs.The SSD Customer Care Assistant Director temporarily reports to the Senior Director, Operational Effectiveness but will ultimately report directly to the Director, SSD Customer Care.

In this role, you will: 

Provide Customer Service (50%)

• Become well-versed in College Board SSD policy and processes that impact accommodated students, parents, and educators and the operational procedures necessary to resolve customer escalations.

• Establish a strong relationship with SSD Program and SSD Experience.

• Communicate complex SSD Program policies effectively, via email response as well as in written case status format.

• Work within aggressive timelines and with extremely sensitive conversations regarding accommodations for students with disabilities.

• Apply strong decision-making skills on and strong judgment about how to address complex requests and to de-escalate difficult customer interactions.

• Handle high volume caseloads while ensuring that cases are accurately researched and closed out within established timelines.

• Learn multiple customer service and operational system applications required to manage escalated SSD customer service cases.

• Take a hands-on approach to determine root cause analysis of escalations.

• Provide support of other work across the organization as needed to support shared goals.

Execute SSD Operational Processes & Recommend Process Improvements (35%) 

• Manage cases and execute SSD pre-administration processes that meet service level agreements.

• Provide status on customer inquiries and trends within escalation categories

• Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms

• Sustain continuous dialogue with colleagues in SSD Customer Care, SSD program and SSD product owner to identify issues and execute process improvements, quality checkpoints to ensure the highest quality service in supporting these processes.

• Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience. 

• Execute selected SSD post-administration processes.

Complete Special Projects (15%)

• Manage other self-assigned projects that arise through digital transformation and organizational method changes

About You  

You have: 

• 3-5 years experience leading and navigating complex customer issues and resolving those cases

• 3-5 years experience providing high quality support while managing assigned cases within service level agreements

• Strong organizational and prioritization skills and the proven ability to move forward within multiple projects in concert, as a leader, independently, and as a member of the team   

• Familiarity with accommodations and/or disabilities a plus

• Adept problem-solving skills, including using data to inform decisions and actions    

• A proven ability to not only build and manage customer relationships but also to build strong relationships across internal teams that may have conflicting priorities

• The ability to collaborate and provide guidance to teammates on complex cases

• The ability to navigate a rapidly evolving landscape

• Knowledge of Microsoft Office tools: Word, Excel, PowerPoint

• The ability to travel to in-person events 4-6 times a year

• Eligibility to work for any employer in the USA

About Our Process 

• Application review will begin immediately and will continue until the position is filled

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week process

About Our Benefits and Compensation

College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.

The hiring range for a new employee in this position is $40,000 to $70,000.College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.

Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.

Your salary is only one part of all that College Board offers, including but not limited to:

• A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more

• Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility

• A job that matters, a team that cares, and a place to learn, innovate and thrive

You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.