Director, Vendor Delivery

Director, Vendor Delivery

This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). This is a full-time position.

College Board's Operations division aims to be a world-class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers annually. The Customer Engagement & Experience (CEE) department is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately two 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.

As the Director Customer Engagement Delivery, you are responsible for leading and directing how educators and students engage successfully with College Board to ensure an optimal experience at every touchpoint. In this pivotal role, you own the end-to-end delivery of program-level support through our third-party contact center partners, ensuring every interaction-whether Tier 1 or Tier 2-meets the highest standards of excellence. Through careful oversight of performance metrics, real-time insights, and direct observation, you translate data into purposeful action. You collaborate closely with CEE leaders, program stakeholders, and delivery teams to raise the bar on service quality. Your leadership drives the consistent execution of best practices and nurtures strong relationships with program partners and the Directors Customer Engagement Strategy & Solutions. Together, you ensure the delivery of a world-class customer experience-one that truly supports educators and uplifts students on their path to opportunity.

In this role, you will be responsible for :

Performance & Process Excellence - 50%

• Driving exceptional performance results and an optimal customer experience by leveraging data-driven insights and combining analytics, systems expertise, and improvement frameworks to unlock service excellence and consistently surpass operational goals.
• Tracking vendor performance against defined SLAs and KPIs, including contact volumes, call efficiency, abandonment rates, staffing utilization, shrinkage, and occupancy.
• Supporting budget alignment and managing incentive and penalty structures.
• Interpreting performance data to identify trends, diagnose issues, and make data-driven decisions that sustain daily operational success.
• Implementing improvement strategies with vendor teams using data-driven methodologies such as Lean or Six Sigma, ensuring all actions are tied to measurable outcomes.
• Identifying agent-level performance outliers through data analysis and QA trends; implementing targeted coaching, action plans, and performance tracking to accelerate improvement and align outcomes with service standards.
• Using ERP systems, analytics tools, and automation platforms to conduct deep dives, identify inefficiencies, and optimize workflows.
• Evaluating and mitigating operational risks by developing contingency plans that protect service continuity and customer satisfaction.

Operational Leadership & Vendor Delivery - 25%

Stakeholder Engagement & Strategic Communication - 25%

To qualify for this role, you must have :

Minimum Qualifications :

All roles at College Board require :

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. 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.

At College Board, we offer more than just 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. The hiring range for this role is $80,000 to $125,000. Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board.