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 enhancemen s Su