Assistant Director, Accommodations Customer Care

Assistant Director, Accommodations Customer Care 

College Board -Operations 

Location:This is a remote role. Candidates who live near CB offices have theoption of being fully remote  

Role Type: This is a full-time position  

About the Team  

The Operations Division atCollege Board is focused on leading the organization’s transformation to support delivery ofdigital assessments. The division aims to provide strong customer engagement and world-class digital assessmentdelivery experiencethat supports millions of students and thousands of schools and test centers annually. The CustomerEngagement & Experience (CEE) department is a combination of teams that support our key constituents: students,parents, educators, and our statepartners thatrepresent approximately two million contacts per year. This integratedteam serves as the organization’s ‘front line’ andrepresents the voice of the customer, partnering across theorganization to help improve the overall customer experience. 

About the Opportunity   

As the Assistant Director of Accommodations Customer Care, you will lead the resolution of sensitive and complexescalated cases for students with disabilities, ensuring students, families, and educators receive responsive,accurate,and empathetic support throughout theaccommodations process. Reporting to the Director, AccommodationsCustomer Care, you will serve as a subject matter expert in policies specific to Services for Students with Disabilities(SSD), customer care practices, and operational procedures, helping customers navigate nuanced situations with clarityand confidence. Your work will play a critical role in ensuring escalated issues are resolved effectively, operationalprocesses run smoothly, and customers feel supported during high-stakes moments. Success in this role means complex cases are resolved accurately andefficiently, customers trust the support theyreceive, and insights from escalations help improve the experience for students, families, and educators over time. 

In this role, you will:  

Lead Resolution of Complex Customer Escalations (50%) 

• Manage and resolve sensitive and high-impact escalated cases involving students with disabilities, ensuringissues are addressed accurately, empathetically, and within established timelines  

• Apply strong judgment and deep knowledge of SSD policies and procedures to navigate complex customersituations and determineappropriate resolutions  

• Communicate complex accommodation policies and case decisions clearly and effectively through customerinteractions and case documentation  

• Utilize CRM and operational systems effectively to document cases, track outcomes, andmaintainaccuratecustomer records 

• De-escalatedifficult situations whilemaintaining professionalism, empathy, and a student-centered approach  

• Manage a high-volume caseload whilemaintaining accuracy, responsiveness, and quality standards 

Support Operational Excellence (35%) 

• Maintainexpertise in SSD policies, operational workflows, and systemsrequired to supportaccommodations related customer care processes  

• Execute time-sensitive operational processes related to accommodations administration, including caseresearch, student seat assignments, and test-day issue resolution  

• Ensure escalated cases and operational activities are completed accurately, consistently, and within establishedservice expectations  

• Identify recurring customer issues and operational pain points, escalating trends and improvementopportunities to leadership  

Contribute to Continuous Improvement (15%) 

• Build collaborative relationships across Accommodations Customer Care, SSD Program, SSD Experience andProduct teams to improve processes and customer outcomes  

• Share customer insights and escalation trends that help inform process improvements, training needs, andoperational enhancements  

• Support initiatives that improve workflows, knowledge management, and customer experience  

• Contribute to special projects and operational initiatives,including efforts to improve efficiency and enhancesupport capabilities through emerging technologies and tools 

 About You  

Toqualify for this role, you must have:  

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

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

• Strong organizational and prioritization skills and the proven ability to move forward within multiple projects inconcert, 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 relationshipsacross 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 4-6 times a year to College Board offices or on behalf of College Board business. 

All roles at College Board 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 mindset and a commitment to growth: welcoming diverse perspectives, giving and receivingtimely, respectful feedback, and continuously improving through iterative learning and user input. 

• A drive for impact and excellence: solving complex 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 begin immediately and will continue until the position is filled.This role is expected to accept applications for a minimum of 5 business days. 

• Whilethehiring process may vary, it generallyincludes: 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.    

What We Offer 

AtCollege Board, we offer more than a paycheck: we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive.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 $48,000 - $70,000. 

• This role is non-exempt. 

• Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board. 

• We aim to make 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 whatit’s like to work atCollege Board throughout your hiring process. Check outourcareers page formore. 

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