Director - Workforce Experience and Operations

Director, Workforce Experience and Operations College Board - AP&I 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 Type: This is a full time position About the Team The AP Program Planning team is responsible for the successful execution of the annual AP Reading event where millions of student exam responses are scored. The team supports strategic planning, workforce coordination, logistics, vendor alignment, and data-driven decision making to ensure accurate and timely scoring across 40+ AP subjects. This work sits within the broader AP Delivery organization, which manages the AP annual cycle from course setup through exam administration, scoring, and score reporting. Each year, millions of students generate tens of millions of constructed responses that must be scored accurately, on time, and at scale by a distributed Reader workforce operating both onsite and remotely. About the Opportunity The Director will lead execution of workforce processes and communications that support the Reader lifecycle ensuring onboarding, registration, support, and communication workflows are delivered accurately, consistently, and at scale. Additionally, the Director will operationalize workforce strategy and experience design by turning policy, process, and communication intent into repeatable execution across the annual cycle. They will act as the source-of-truth owner for workforce process governance and Reader-facing communication delivery, while partnering closely with Session Leads during live Reading operations. In this role you will: Workforce Process Operations (33%) Oversee execution of key Reader workforce processes, including onboarding readiness, invitation and registration support, exception management, scheduling coordination, and workforce-related controls. Ensure workflows are documented, scalable, and sequenced appropriately across the planning cycle. Monitor process performance and address breakdowns in timing, accuracy, or handoffs that could impact staffing readiness or Reader confidence. Coordinate closely with workforce vendors and internal stakeholders to ensure process delivery remains consistent and responsive. Reader Communications Governance (33%) Own communication delivery frameworks and source-of-truth practices for Reader-facing messages. Ensure invitations, updates, reminders, and issue-resolution communications are timely, accurate, and aligned with policy and experience standards. Correct communication breakdowns quickly and establish controls that reduce the chance of conflicting instructions reaching Readers. Maintain tight alignment with Workforce Experience so messaging reflects both functional requirements and desired tone. Operational Readiness and Live Support (33%) Ensure workforce processes are fully ready before the Reading, including the people, tools, tracking structures, and communication pathways needed for launch. Partner with Session Leads and Site Logistics to support smooth transition from planning to live execution for both onsite and at-home Readers. Activate backup pools or other workforce contingencies when attendance gaps or staffing issues require immediate response. Support rapid issue resolution during Reading when problems involve registration, policy, compensation timing, Reader exceptions, or communication failures. About You Strong operator who can run complex, high-volume processes without losing sight of the participant experience. Excellent at communication governance, issue triage, and keeping multiple moving parts aligned. Comfortable in seasonal peaks that require fast response and pragmatic judgment. Detail-oriented and process-minded, with the ability to build structure that others can actually use. Strong collaborator who can bridge strategy, policy, and execution. All roles at College Board require: A passion for expanding educational and career opportunities and mission-driven work Authorization to work in the United States for any employer Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort 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. About Our Process  Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days. While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks. What We Offer At College Board, we offer more than just a paycheck—we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation, grounded in your qualifications, experience, impact, and the market. A Thoughtful Approach to Compensation The hiring range for this role is $80,000-$130,000. Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board. We aim to make our best offer upfront—rooted in fairness, transparency, and market data. We adjust salaries by location to ensure fairness, no matter where you live. You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more. College Board reaches more than 7 million students a year, helping them navigate the path from high school to college and career. We’re a mission-driven, not-for-profit membership organization dedicated to excellence in education. Founded 125 years ago, we are committed to clearing a path for all students to own their future. We pioneered programs like the SAT® and AP® to expand opportunities for students and help them develop the skills they need. Our BigFuture® program helps students plan for college, pay for college, and explore careers. Learn more at cb.org. Clearing a path for all students to own their future. At College Board, our work is guided by four Operating Principles, and we seek team members who not only align with these principles but actively live them out in their day-to-day work. Prioritize and Simplify – We focus on what matters most, reduce complexity, and move quickly when needed. Say and Receive – We give and receive feedback candidly and kindly, welcoming growth and healthy debate. Go for Greatness – We pursue excellence using data, iteration, and bold thinking to raise the bar. Lead as One College Board – We build a culture of trust, inclusion, and shared responsibility for long-term impact. In addition to a competitive salary and benefits, we offer: Annual bonuses and opportunities for merit-based raises and promotions A mission-driven workplace where your impact matters A team that invests in your development and success Learn more about College Board’s Operating Principles, Our Remote-first Workplace Policy, Benefits, Recruiting Process and More. College Board is proud to be an equal opportunity employer. We’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.