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This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/11822723 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. Ready to lead an extraordinary team? Keep reading!

In this role, you will be required to excel at the following to deliver effective and positive customer experience and support through excellent service, innovations and operational enhancements:

• 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 pot ntial 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 differentiated 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 & Manageme