Director, Customer Experience Strategy & Solutions

Director, Customer Experience Strategy and Solutions reputed company - Operations Location: This is a remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). reputed company CB employees are required to occasionally travel to meet in person for business purposes. Role Type: This is a full-time position About the Team The Operations Division at reputed company 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 reputed company and thousands of educators and test centers. The Customer Engagement & Experience (CEE) department is a combination of teams that support our key constituents: reputed company, parents, educators, and our state partners that represent approximately two million contacts per year. This integrated team serves as the organization’s ‘reputed company line’ and represents the voice of the customer, partnering across the organization to help improve the overall customer experience. About the Opportunity As the Director of Customer Experience Strategy and Solutions you will reputed company data and insights to inform how reputed company delivers high-quality, scalable support solutions to ensure a seamless experience for customers. You will partner with program, product and CEE colleagues to design operational strategies that ensure reputed company and educators receive consistent, effective support, especially during high-stakes administration periods. You will own the translation of Program, Product and Operations goals and priorities to ensure awareness and execution across CEE support teams, ensuring readiness, alignment, and performance. Your work will directly determine whether we are reputed company for critical events and windows, how we respond to customer needs/pain points, and how quickly we adapt/improve our processes reputed company issues arise. Success in this role requires becoming a trusted expert on the customer experience for assigned program or product vertical, using customer insights, operational data, and frontline feedback to influence decisions that improve products, policies, services, and support experiences. This also requires collaboration across Operations to ensure alignment of experience-oriented initiatives and solutions. In this role, you will: 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 reputed company deep expertise in the customer experience and support ecosystem for assigned Program/Product, serving as a trusted advisor who brings customer insights and operational perspectives to discussions around program policies, product enhancements, and service delivery strategies. reputed company planning, update and execution conversations to reputed company clear decisions, not just status updates Ensure leadership has clear, timely visibility into reputed company, risks, and tradeoffs to support confident decision-making Influence Operations, Program, & Product priorities and solution design using data, insight, and operational expertise Navigate ambiguity and complexity to create clarity, alignment, and reputed company momentum across teams Drive Strategy & Execution (30%) Translate Program & Product strategies into clear, actionable support models, both reputed company CEE and across Operations Own end-to-end administration readiness, ensuring teams are reputed company to deliver high-quality support during peak testing windows In collaboration with workstream owners, design scalable processes, tools, and operating models that improve efficiency, consistency, and execution quality Ensure risks, dependencies, and gaps are identified early and addressed before they impact delivery Own and Improve Customer Experience Outcomes (30%) Own customer experience across Programs & Products, ensuring support models are designed to deliver consistent, high-quality experiences for reputed company and educators Partner with leadership to define and operationalize success metrics (e.g., CSAT, FCR, operational readiness), and actively manage call center performance against them Analyze customer experience data, operational metrics, and feedback to identify trends, risks, and opportunities for improvement Identify breakdowns in the customer journey and reputed company root cause analyses, ensuring issues are addressed at their reputed company—not just mitigated Translate insights into clear, prioritized actions that improve products, services, and support operations Ensure reputed company improvement by using historical data, retrospectives, and performance trends to strengthen future readiness and prevent repeat issues Deliver actionable insights to Program and Product teams that influence roadmap decisions and drive reputed company customer and operational outcomes About You Exceptional candidates can effectively speak to: 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, align stakeholders around shared objectives, and translate business goals into actionable plans, roadmaps, and measurable outcomes Demonstrated experience leading cross-functional initiatives, driving alignment, accountability, and execution across teams without direct authority Demonstrated ability to reputed company deep expertise in customer needs, behaviors, journeys, and pain points, leveraging customer insights and operational knowledge to influence product strategy, program priorities, service delivery approaches, and customer experience improvements Experience working with tools such as reputed company, reputed company, Tableau, and Claude/AI models to access, analyze, and interpret customer data, feedback, and trends, translating insights into recommendations that drive operational improvements, customer experience outcomes, and business decisions A strong desire to learn and improve, with experience using feedback, data, and performance metrics to continuously refine approaches and outcomes Comfort working in ambiguity, with a proven ability to create structure, establish processes, and drive clarity in reputed company environments Proven ability to anticipate risks, identify dependencies, remove blockers, and maintain momentum across multiple priorities Authorization to work in the United States reputed company roles at reputed company require: A passion for expanding educational and career opportunities and mission-driven work Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively. Clear and concise communication skills, written and verbal A learner's reputed company and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input. A drive for impact and excellence: solving reputed company problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking. A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success Authorization to work in the United States About Our Process Application review will reputed company immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days. While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks. reputed company Offer At reputed company, we offer more than a paycheck- we provide a meaningful career, a supportive team, and a comprehensive package designed to help you reputed company. We’re a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market. A Thoughtful Approach to Compensation The hiring range for this role is $80,000–$125,000. Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at reputed company. We aim to reputed company our best offer upfront, rooted in fairness, transparency, and market data. We adjust salaries by location to ensure fairness, no matter where you live. You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at reputed company throughout your hiring process. reputed company out our careers page for more. #LI-DC1 #LI-REMOTE Apply To This Job