About the Team

College Board’s Operations division (~125 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board’s exciting transformation to support delivery of digital assessments. The Customer Engagement department (~50 ppl) is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 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 Associate Director, Content Creation and Knowledge Management, you play a critical role in ensuring customer support staff have accurate and timely content and knowledge material to drive an improved customer experience.

Partnering closely with the Director, Customer Engagement Learning & Development, you will evaluate current processes, define ongoing content and knowledge management requirements, and deliver necessary educational materials. This role will be responsible for supporting the implementation of a cohesive knowledge management approach across programs and implementing continuous improvements to learning/knowledge artifacts.

You will drive outcomes such as

improved staff readiness
improved first contact resolution
reduced handle times
reduced escalations
increased customer satisfaction levels

In this role, you will: Content Creation and Management (60%)

Translate existing content delivered from program partners into effective agent-focused artifacts including training materials, assessments, knowledge articles, and process flows
Implement management processes to support the continuous development and retirement of content.
Keep training and knowledge materials for product and operational processes up to date as changes occur
Support all aspects of knowledge management for Customer Engagement, including helping to define and implement standards and processes
Create and deliver new knowledge articles, training content and educational material
Aid the organization in creating, promoting and using internal knowledge management tools
Assist in the development and documentation of knowledge management best practices and performance measures
Participate in knowledge transfer sessions to ensure the capture and documentation of tacit knowledge from subject matter experts

Collaboration & Project Management (20%)

Develop project plans and continuously monitor progress to ensure that artifacts are delivered on schedule in advance of defined training dates and/or product/program releases
Build relationships across internal stakeholders to define the processes to meet content and knowledge needs
Collaborate across internal and external stakeholders to define metrics to measure success
Manage multiple projects and priorities simultaneously and mitigate risks to eliminate potential roadblocks in the design, development and implementation of training and knowledge artifacts

Continuous Improvement (20%)

Work across Customer Engagement teams to build a continuous improvement environment to support an ongoing program of change and assist in implementing continuous improvement strategies for knowledge and content management
Drive stakeholder understanding of content needs to drive a positive customer experience
Build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action
Define content success and utilization criteria
Perform quality control to maintain quality standards and identify improvement areas
Facilitate the knowledge management lifecycle with particular focus on evaluation and improvement, to ensure artifacts are both current and useful

You have:

A minimum of 3-5 years’ experience in content development and knowledge management. (A bachelor’s degree in a related field is a plus)
Demonstrated experience developing educational content and materials to prepare staff supporting customers
Customer Experience and Call Center background (a plus)
Strong consultative, project management, analytical, planning and organizational skills
Strong interpersonal skills and track record of building collaborative relationships, has superb communications & presentation skills
Strong experience with tools used for knowledge and training content creation + management. e.g., Salesforce and Salesforce Knowledge, Confluence, learning management system platforms
Strong desire to learn & improve and experience leveraging feedback and performance levels to course correct
The ability to work in undefined situations and demonstrated evidence of creating clarity and a path forward
The ability to travel 4-6 times a year to College Board offices and/or vendors
Eligible to work in the U.S.

About Our Process

Application review will begin immediately and will continue until the position is filled
While the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week process

About Our Benefits and Compensation

College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.

The hiring range for a new employee in this position is $56,000 to $95,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.

Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.

Your salary is only one part of all that College Board offers, including but not limited to:

A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more
Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility
A job that matters, a team that cares, and a place to learn, innovate and thrive

You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.

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Associate Director, Content Creation and Knowledge Management