Associate Director, Reporting and Analysis
Associate Director, Reporting and Analysis
College Board - Operations
Location:
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This is a remote role. Candidates who live near CB offices have theoptionof being fully remote or hybrid (Tuesday and Wednesday in office). All CB employeesare required tooccasionally travel to meet in person for business purposes.
Role Type :
- This is a full-time position
About the Team
The Operations Division atCollegeBoard 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 thatrepresentapproximately two millioncontactsper year. This integrated team serves as the organization’s ‘front line’ andrepresentsthe 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 acrossCollegeBoard’s customer engagement ecosystem. Your work will directly enable leaders to understandperformance 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 thatCEEleadersconsistently use your insights to take clear,timelyaction,andthatperformance measurably improves as a result.
In this role, you will:
DrivePerformance Through Insight
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Translate complex operational data intoclear, actionable insights that drive measurable improvementsin customer experience, efficiency, and team performance
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Identifyroot causes of performance gaps(e.g., call drivers, volume spikes, resolution inefficiencies) and recommend specific actions to address them
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Equip leaders to quickly understand performance, what is driving it, and what actions will have the greatest impact
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Shift reporting from retrospective summaries to forward-looking insights that influence decisions and outcomes
Enable High-Quality Business Decisions
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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
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Partner withCEEsenior leaders to define success metrics, targets, and performance narratives
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Proactively surface trends and emerging risks before theyimpactperformance
Build Scalable VisibilityintoOperations
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Build efficient, scalable reporting solutionsthat significantly reducemanual reporting efforts
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Standardize key metrics so leadersoperatefrom a shared understanding of performance and success
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Design dashboards and reporting that provide real-time clarity into performance across programs, channels, and teams
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Ensurereporting tools (e.g.,Tableau, Salesforce, AWS, vendor platforms)are usedconsistentlyto enable faster, better decision-making
Act as a Strategic Thought Partner
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Serve as the go-to expert for translating data into business-relevant insights and recommendations
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Partner cross-functionallywithTechnology, Operations,andProgram teamstoimprove data quality and accessibility, andidentifynew opportunities to use data to drive performance
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Proactivelyidentifyopportunities to use data to improve performance and influence priorities
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Advocate for changes in reporting, tools, or processes that will increase clarity, speed, and impact of decision-making
What Success Looks Like
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Leade