Assistant Director, Accommodations Customer Care

Assistant Director, Accommodations Customer Care 

College Board - Operations 

Location: 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). All CB employees are required to occasionally travel to meet in person for business purposes.  

• This is a part-time, benefits-eligible position  

About the Team  

The Operations Division at College Board 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 that represent 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.    

About the Opportunity   

As the Assistant Director of Accommodations Customer Care, you will lead the resolution of sensitive and complex escalated cases for students with disabilities, ensuring students, families, and educators receive responsive, accurate, and empathetic support throughout the accommodations process. Reporting to the Director, Accommodations Customer 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 clarity and confidence. Your work will play a critical role in ensuring escalated issues are resolved effectively, operational processes run smoothly, and customers feel supported during high-stakes moments. 

Success in this role means complex cases are resolved accurately and efficiently, customers trust the support they receive, 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, ensuring issues are addressed accurately, empathetically, and within established timelines  

• Apply strong judgment and deep knowledge of SSD policies and procedures to navigate complex customer situations and determine appropriate resolutions  

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

• Utilize CRM and operational systems effectively to document cases, track outcomes, and maintain accurate customer records 

• De-escalate difficult situations while maintaining professionalism, empathy, and a student-centered approach  

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

Support Operational Excellence (35%) 

• Maintain expertise in SSD policies, operational workflows, and systems required to support accommodations-related customer care processes  

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

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

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

Contribute to Continuous Improvement (15%) 

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

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

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

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

About You  

To qualify 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 level agreements 

• Strong organizational and prioritization skills and the proven ability to move forward within multiple projects in concert both 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 relationships across 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 2-3 times per 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 

• Authorization to work in the United States for any employer 

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort 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 receiving timely, 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. 

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. 

• 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.    

What We Offer