Associate Director, Reporting and Analysis College Board - Operations

Location:

• This is a 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.

Role Type:

• This is a full-time 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 Associate Director, Reporting and Analysis, you will turn operational data into decisions that improve performance across College Board’s customer engagement ecosystem. Your work will directly enable leaders to understand performance 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 that CEE leaders consistently use your insights to take clear, timely action, and that performance measurably improves as a result.

In this role, you will: Drive Performance Through Insight

• Translate complex operational data into clear, actionable insights that drive measurable improvements in customer experience, efficiency, and team performance

• Identify root 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 with CEE senior leaders to define success metrics, targets, and performance narratives

• Proactively surface trends and emerging risks before they impact performance

Build Scalable Visibility into Operations

• Build efficient, scalable reporting solutions that significantly reduce manual reporting efforts

• Standardize key metrics so leaders operate from a shared understanding of performance and success

• Design dashboards and reporting that provide real-time clarity into performance across programs, channels, and teams

• Ensure reporting tools (e.g., Tableau, Salesforce, AWS, vendor platforms) are used consistently to 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-functionally with Technology, Operations, and Program teams to improve data quality and accessibility, and identify new opportunities to use data to drive performance

• Proactively identify opportunities 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 to take action and improve results

• Business Reviews are decision-focused, not data-heavy

• Performance issues are identified early 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 YouExceptional candidates can effectively speak to:

• A bachelor’s degree and 3+ years’ experience with tools such as Tableau, AWS, and Salesforce, or similar platforms

• Advanced skills in Excel (e.g., complex formulas, pivot tables, etc.) and strong data visualization capabilities

• Proven ability to work with large datasets and translate them into actionable insights

• Strong consultative, analytical, planning, and organizational skills

• A hands-on, execution-oriented mindset with a bias toward impact

• An ease working in undefined situations and evidence of creating clarity and path forward

• The ability to travel 4-6 times a year to College Board offices or on behalf of College Board business.

• There is a strong preference for candidates who have experience working in or with call center operations

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 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

• 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.

• 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

At College 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 $56,000 - $100,000

• 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 what it’s like to work at College Board throughout your hiring process. Check out our careers page for more.