The Senior Director, Operations Content & Knowledge Management at College Board will lead the development and management of a knowledge infrastructure to enhance digital assessment delivery and customer experience.
Responsibilities: Key responsibilities include setting the vision for the knowledge base, leading a team of content creators, and improving operational efficiency through structural innovations in knowledge management.
Skills: Required skills include 10+ years of experience in content management, excellent strategic thinking, and familiarity with platforms like Salesforce and Confluence.
Qualifications: Candidates should have a bachelor's or master's degree in business and a proven track record of leading high-performing teams and managing complex content projects.
Location: This is a fully remote position, but candidates living near College Board offices may opt for hybrid work (Tuesday and Wednesday in the office).
Compensation: $96000 - $165000 / Annually
Senior Director, Operations Content and Knowledge Management
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)
Type: This is a full-time position
About the Team
College Board’s Operations division is a best-in-class digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers, annually. The Operations team is also leading exciting work to advance customer experience through the use of innovative solutions, products and technology to enhance the end-to-end delivery of digital assessments and all aspects of customer support. The Knowledge, Learning & Operational Effectiveness functionleads work across Operations to design and deliver integrated infrastructure solutions that power our core operations. In close collaboration with Assessment Delivery Operations and Customer Engagement and Experience teams, KL&OE aims to create a connected ecosystem that supports the College Board’s digital experience, enabling operational efficiency, scalable solutions and exceptional customer outcomes. This team also partners with internal stakeholders including College Readiness Assessments, AP, Digital, Technology and Communications.
About the Role
The Senior Director of Content & Knowledge Management is responsible for developing and leading a top-tier knowledge infrastructure that empowers internal operations teamsto access information, enhances the customer experience, and integrates with digital platforms. This role is critical in ensuring that front-line teams have immediateaccess tothe operational content they need to effectively support complex customer interactions and troubleshooting activities throughout the customer journey. You will work closely with Operations, Product, and Program teams to develop clear, accurate, and easily accessible resources that align with evolving policies, digital interactions, and continuous delivery of product enhancements. A key component of this role is establishing a dedicated content creation function that develops and maintains high-quality operational content to support staff and customers. This includes building a team of content creators who will work closely with subject matter experts across Operations, Product, and Customer Experience to ensure knowledge resources are accurate, effective, and aligned with evolving business needs.
What You Will Do
Set vision and strategy: (40%)
Provide team leadership and cross-functional collaboration: (30%)
Drive continuous improvement & innovation: (30%)
About You
You have:
About Our Benefits and Compensation
College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.
The hiring range for a new employee in this position is $96,000 to 165,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.
Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.
Your salary is only one part of all that College Board offers, including but not limited to:
You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.
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