Assistant Director – Accommodations Customer Care

This is a fully remote position, open to applicants in United States.

📋 Description

• Take the lead in resolving sensitive and high-impact escalated cases involving students with disabilities.

• Implement SSD policies and procedures to navigate intricate customer situations and identify suitable resolutions.

• Convey complex accommodation policies and case decisions through customer interactions and case documentation.

• Utilize CRM and operational systems to record cases, monitor outcomes, and ensure accurate customer records.

• De-escalate challenging situations while upholding professionalism, empathy, and a student-focused approach.

• Manage a substantial caseload while ensuring accuracy, responsiveness, and adherence to quality standards.

• Maintain proficiency in SSD policies, operational workflows, and systems that support customer care related to accommodations.

• Implement time-sensitive accommodation administration processes, including case research, student seat assignments, and test-day issue resolution.

• Ensure that escalated cases and operational activities are completed accurately and within established service expectations.

• Recognize recurring customer issues and operational challenges, escalating trends and opportunities for improvement to leadership.

• Cultivate collaborative relationships across Accommodations Customer Care, SSD Program, SSD Experience, and Product teams.

• Share customer insights and escalation trends to inform process enhancements, training requirements, and operational improvements.

• Assist in initiatives that improve workflows, knowledge management, and the customer experience.

• Contribute to special projects and operational initiatives, focusing on efficiency and advancements in technology.

• Report directly to the Director of Accommodations Customer Care.

⛳️ Requirements

• 3-5 years of experience in leading and managing complex customer issues and resolving those cases.

• 3-5 years of experience in delivering high-quality support while managing assigned cases in accordance with service level agreements.

• Strong organizational and prioritization abilities.

• Demonstrated capability to manage multiple projects both independently and collaboratively.

• Familiarity with accommodations and/or disabilities is advantageous.

• Excellent problem-solving skills, including the ability to leverage data for decision-making and action.

• Proven ability to build and maintain customer relationships as well as strong connections with internal teams.

• Capacity to collaborate and provide guidance to colleagues on complex cases.

• Ability to adapt in a rapidly changing environment.

• Proficient in Microsoft Office tools: Word, Excel, PowerPoint.

• Willingness to travel 4-6 times a year to College Board offices or for College Board business.

• Passion for enhancing educational and career opportunities along with mission-driven work.

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and embrace new AI-driven solutions, as well as comfort in independently learning and applying new digital tools.

• Strong written and verbal communication skills that are clear and concise.

• A learner's mindset and a commitment to personal growth.

• Drive for impact and excellence, including the ability to solve complex problems and make data-informed decisions.

• A collaborative and empathetic approach to work.

• Authorization to work in the United States.

🏝️ Benefits

• Remote position; candidates located near College Board offices may choose to work fully remotely.

• A comprehensive compensation and benefits package.

• Salary adjusted based on location.

• Meaningful career opportunities within a supportive team.

• Opportunities to explore and implement AI-driven solutions and new digital tools.

• Travel 4-6 times a year to College Board offices or for College Board business.