Note: The job is a remote job and is open to candidates in USA. College Board is an organization focused on enhancing educational opportunities. The Associate Director, Reporting and Analysis will transform operational data into actionable insights to improve customer engagement and performance across the organization.
Responsibilities
- 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
- 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 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
- 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
Skills
- 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
- 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
- Experience working in or with call center operations
Benefits
- 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.
- 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.
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