Associate Director, Reporting and Analysis
College Board-Operations
Location:
This is a remote role. Candidates who live near CB offices have theoptionof being fully remote or hybrid (Tuesday and Wednesday in office). All CB employeesare required tooccasionally travel to meet in person for business purposes.
Role Type:
This is a full-time position
About the Team
The Operations Division atCollegeBoard is focused on leading the organization’s transformation to support delivery of digital assessments. The division aims to provide strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The Customer Engagement &Experience(CEE)department is a combination of teams that support our key constituents: students, parents, educators, and our state partners thatrepresentapproximately two millioncontactsper year. This integrated team serves as the organization’s ‘front line’ andrepresentsthe voice of the customer, partnering across the organization to help improve the overall customer experience.
About the Opportunity
As the Associate Director, Reporting and Analysis, you will turn operational data into decisions that improve performance acrossCollegeBoard’s customer engagement ecosystem. Your work will directly enable leaders to understandperformance drivers, where we are off track, and what actions will most improve customer experience, efficiency, and outcomes.You will own the reporting and insight layer that powers Business Reviews and day-to-day decision-making across major programs (AP, College Readiness Assessments, CLEP, Financial Aid Services, and others).
Success in this role means thatCEEleadersconsistently use your insights to take clear,timelyaction,andthatperformance measurably improves as a result.
In this role, you will:
DrivePerformance Through Insight
Translate complex operational data intoclear, actionable insights that drive measurable improvementsin customer experience, efficiency, and team performance
Identifyroot causes of performance gaps(e.g., call drivers, volume spikes, resolution inefficiencies) and recommend specific actions to address them
Equip leaders to quickly understand performance, what is driving it, and what actions will have the greatest impact
Shift reporting from retrospective summaries to forward-looking insights that influence decisions and outcomes
Enable High-Quality Business Decisions
Own the insight layer for Business Reviews with senior leadership, ensuring discussions focus on what matters most, highlight risks and tradeoffs, and drive clear decisions and follow-up actions
Partner withCEEsenior leaders to define success metrics, targets, and performance narratives
Proactively surface trends and emerging risks before theyimpactperformance
Build Scalable VisibilityintoOperations
Build efficient, scalable reporting solutionsthat significantly reducemanual reporting efforts
Standardize key metrics so leadersoperatefrom a shared understanding of performance and success
Design dashboards and reporting that provide real-time clarity into performance across programs, channels, and teams
Ensurereporting tools (e.g.,Tableau, Salesforce, AWS, vendor platforms)are usedconsistentlyto enable faster, better decision-making
Act as a Strategic Thought Partner
Serve as the go-to expert for translating data into business-relevant insights and recommendations
Partner cross-functionallywithTechnology, Operations,andProgram teamstoimprove data quality and accessibility, andidentifynew opportunities to use data to drive performance
Proactivelyidentifyopportunities to use data to improve performance and influence priorities
Advocate for changes in reporting, tools, or processes that will increase clarity, speed, and impact of decision-making
What Success Looks Like
Leaders consistently use your insights totake actionand improve results
Business Reviews are decision-focused, not data-heavy
Performance issues areidentifiedearly and addressed at the root cause
Reporting is trusted, standardized, and drives alignment across teams
The organization spends less time producing reports and more time acting on insights
About You
Exceptional candidates can effectively speak to:
A bachelor’s degree and3+ years’ experience withtools such asTableau, AWS,andSalesforce, or similar platforms
Advanced skills in Excel (e.g.,complexformulas, pivot tables, etc.)and strong data visualization capabilities
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