Vice President, Customer Engagement - St Paul, United States - The College Board

Description

Vice President, Customer Engagement Operations Remote, with hybrid options available in New York City or Reston, VA Type: This is a full-time position About the Team College Board's Operations division (130 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually.

Operations is also leading exciting work to advance customer experience through the use of innovative solutions, products and technology to enhance the delivery of digital assessments.

The Customer Engagement department (65 ppl) is a combination of customer and technical support teams augmented by vendor operations, training and forecasting/planning to deliver all aspects of multi-channel support to our key constituents, including students, parents, educators, and our state partners representing 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 provide a positive and effective overall customer experience.

About the Opportunity You'll direct our day-to-day customer engagement work and all aspects of customer support and service, plus guide customer experience strategy and vendor operations aswe aim to deliver a positive experience for each College Board customers.

This position is responsible for the delivery of services and support for our wide range of customers, including educators, students, parents, states and districts.

You will also be a key contributor to our Operations leadership team as we complete our transition to a digital testing operation.

• Strategic Leadership: Develop and execute the strategic vision and roadmap for Customer Engagement aligning with the overall College Board mission and Operations division priorities.
• Team Leadership: Provide strong leadership and direction to the Customer Engagement team, fostering a culture of collaboration, excellence, inclusion and customer-centricity
• Operational Excellence: Drive operational efficiency and effectiveness across all Operations customer-facing functions and large external vendors, optimizing processes, workflows, and systems to enhance customer satisfaction and drive business results
• Customer Experience: Champion a customer-first approach throughout the organization, ensuring the delivery of exceptional experiences at every touchpoint of the customer journey
• Cross-functional Collaboration: Collaborate closely with Program, Product, Technology and Field leadership, as well as Communications and Marketing to ensure alignment on customer needs, product enhancements, and go-to-market strategies
• Performance Management: Define key performance metrics and benchmarks for Customer Engagement, regularly monitoring and analyzing performance data to drive continuous improvement and operational excellence
• Customer Advocacy: Leverage the voice of our external customers and establish the people, processes and data required to advocate for them through a focus on their needs, feedback, and challenges to influence program and product policy and communications.
• Talent Development: Recruit, develop, and retain top talent, providing coaching, mentorship, and growth opportunities to empower team members to reach their full potential
• Risk Management: Identify potential risks and issues impacting customer satisfaction and experience and operational delivery, developing proactive mitigation strategies to address them effectively Specific Responsibilities include: Set Vision & Strategy (40%)
• Set the overarching vision and direction for customer engagement at College Board and ensure a strong customer experience that is ifferentiated based on customer needs and expectations
• Foster a customer experience mindset and framework for processes, products and decision-making
• Work closely with different stakeholders across the organization to provide a strong service to our customers by addressing the root of the problem
• Develop a deep understanding of College Board's customer base to drive change initiatives, business strategy and technology enhancement programs that improve the support and success of customers
• Develop, monitor, and report on critical measurements and metrics that drive high levels of customer satisfaction; define clear measurements of success
• Set a strategic vendor management and optimization strategy for a wide range of customer support models, with a focus on cost management and experience Provide Team Leadership & Management (40%)
• Effectively manage a high-performing, remote team of 5-8 direct reports to ensure they are engaged and working effectively toward accomplishing goals
• Provide the leadership necessary to deliver results across the team
• Build and drive a performance-based culture and actions to support an inclusive and engaged team
• Establish critical forecasting and planning capabilities and anticipate and manage work volumes and budgets based on data; responsible for managing a vendor budget of $30M
• Enhance the customer support vendor management function Drive Continuous Improvement & Innovation (20%)
• Provide actionable intelligence and insights via thorough analysis and assessment of all escalation data that comes into the team
• Make data-driven decisions on continuous improvement for our escalations programs based on that analysis and insights
• Foster an innovative culture to explore technology, AI and other solutions to help drive efficiencies in support models and improve experience metrics

• Direct experience working in a customer service call center, either as an individual contributor or in a management capacity
• Deep understanding of industry best practices, trends, and technologies related to customer operations and support
• A proven track record of developing, coaching, training, and retaining top talent with high levels of engagement
• The ability to empower others and effectively delegate work with accountability
• Proven track record of driving operational excellence and delivering exceptional customer experiences
• Excellent communication, negotiation, and interpersonal skills
• Ability to thrive in a fast-paced, high-stakes, and dynamic environment and lead through change
• Exceptional strategic thinking, analytical and planning skills - you can build a strategy, connect the dots, and build towards the future
• Experience as a highly collaborative leader with ability to influence others and build strong relationships across internal and external stakeholders
• The ability to communicate effectively with product leads and technologists to meet and drive business requirements
• Experience leading high-visibility projects from start to finish with measurable results
• Fluency with data and confid To view the full job description please use the link below.