Director, Vendor Delivery

Director, Vendor Delivery 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 Director, Vendor Delivery, you are responsible for leading and directing how educators and students engage successfully with College Board to ensure an optimal experience at every touchpoint. In this pivotal role, you own the end-to-end delivery of SSD Tier 1 support through our third-party contact center partners, ensuring every interaction meets the highest standards of excellence. Through careful oversight of performance metrics, real-time insights, and direct observation, you translate data into purposeful action. You will collaborate closely with CEE leaders, program stakeholders, and various third-party delivery teams to raise the bar on service quality. Your leadership drives the consistent execution of best practices and nurtures strong relationships with program partners, the Directors of Customer Engagement Strategy & Solutions and the Tier 3 SSD Customer Care Team. Together, you ensure the delivery of a world-class customer experience-one that truly supports educators and uplifts students on their path to opportunity. In this role, you will: Performance & Process Excellence - 50% Driving exceptional performance results and an optimal customer experience by leveraging data-driven insights and combining analytics, systems expertise, and improvement frameworks to unlock service excellence and consistently surpass operational goals. Own the operational integrity of SSD (Services for Students with Disabilities) Tier 1 support, ensuring every vendor team is fully compliant with all defined standards, policies, and handling procedures before an interaction ever reaches Tier 3. Track call center vendor performance against defined SLAs and KPIs, including contact volumes, call efficiency, abandonment rates, staffing utilization, shrinkage, and occupancy, ensuring vendors are consistently meeting and exceeding what's outlined in the SOW. Support budget alignment and manage incentive and penalty structures. Build and maintain the quality gates, audits, and checkpoints that catch compliance gaps early, so escalations arriving at Tier 3 are clean, well-documented, and free of avoidable rework. Track escalation quality as a core metric, not just volume, holding vendors accountable for the completeness and accuracy of what gets handed off, while ensuring escalation rates to Tier 3 remain low and valid. Interpret performance data to identify trends, diagnose issues, and make data-driven decisions that sustain daily operational success. Implement improvement strategies with vendor teams using data-driven methodologies such as Lean or Six Sigma, ensuring all actions are tied to measurable outcomes. Identify agent-level performance outliers through data analysis and QA trends; implement targeted coaching, action plans, and performance tracking to accelerate improvement and align outcomes with service stan ards. Use ER