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The College Board Associate Director - Pre-AP Programs in Albany, New York

**About the Team**

The Pre-AP Programs Technical Support team at College Board is a close-knit, dedicated team with a passion for providing superior customer support for educators and students who use our Pre-AP and SpringBoard programs in their schools. The team is committed to attaining high levels of customer satisfaction and being the Voice of the Customer to facilitate continuous improvement of our platforms, products, and services. This team is currently made up of five individuals, and we enjoy working closely with our broader team of Program Delivery, Implementation and Instructional Support. We also partner with a variety of external vendors to support our products and customers.

**About the Opportunity**

In the role of Pre-AP Programs Technical Support Associate Director, you directly support the Pre-AP Programs Technical Support Director and team of analysts who provide customer support for Pre-AP Classroom and SpringBoard Digital platforms. An essential part of customer engagement and support, you collaborate with the team in managing, documenting, and resolving "Tier 3" escalations. You are a driving force in the team's efforts to increase our efficiency and scalability by documenting and refining our processes and procedures. You coordinate and deliver training and coaching for College Board Call Center and external outsourced customer care vendors. In this role, you also work closely with the Pre-AP Product team, developers, and other internal teams.

In this role, you will:

Customer Satisfaction (50%):

- Through Salesforce cases, take ownership of the customer's problem and be the single point of contact for all inquiries related to the troubleshooting procedure, the expected resolution time, and updates on the progress made
- Work collaboratively with a team of College Board call center analysts, third-party vendors and seasonal temporary employees to provide optimal customer service

Voice of the Customer (30%):

- Analyze tech support cases to mine for trends and provide data-based product enhancements recommendations, while maintaining service quality and service level agreements
- Document and communicate solutions in collaboration with the Pre-AP Programs Technical Director, Pre-AP Product and AP Platform teams to streamline user experience
- Provide expertise as Customer Engagement lead for digital platforms, supporting field facing teams (Sales, Professional Development, Implementation, Program Delivery), collaborating on district issues, and managing platform enhancement and fixes, including managing Jira tickets

Enhance Scalability and Sustainability (20%)

- Evaluate, plan, document, and execute process and procedure improvements for both the team's standard activities and in response to trends.
- Develop and deliver training for internal and vendor supplied technical support teams on product, process, or protocol updates

**About You**

You have:

- Bachelor's degree is a nice to have
- Minimum of 4 years' related business operations, technical support, and customer service experience required
- Strong computer skills, including Microsoft Office applications (especially Excel)
- Strong customer service orientation and interpersonal skills
- Ability to effectively handle multiple situations simultaneously

- Ability to work independently and as part of a team
- Strong organizational, time and task management skills and the ability to move forward multiple projects in concert while meeting timelines, both independently and as a member of the team
- Adept problem-solving skills, including using data to inform decisions and actions
- Excellent verbal and written communication skills, including facilitating meetings and presenting remotely and in-person
- A passion for supporting educational and career opportunities for millions of students

- Travel 3-5 times a year to our NYC office or other locations for team meetings and school visits
- Experience managing relationships with third-party resources and vendors

**About Our Culture**

Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:

- We are motivated to positively impact the educational and career trajectories of millions of students a year
- We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard
- We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women's Impact Network)
- We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals

- We know that our impact is strongest together. Our College Board Cares program offers all staff up to $1,000 annual match against partner non-profit organizations
- We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time