Director, Vendor Delivery

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

📋 Description

• Lead and oversee the engagement of educators and students with the College Board.

• Take responsibility for the comprehensive delivery of SSD Tier 1 support via third-party contact center partners.

• Analyze performance metrics, real-time insights, and direct observations to initiate actions.

• Work collaboratively with CEE leaders, program stakeholders, and third-party delivery teams to enhance service quality.

• Ensure vendor teams adhere to established standards, policies, and handling procedures.

• Monitor vendor SLAs, KPIs, contact volumes, call efficiency, abandonment rates, staffing utilization, shrinkage, and occupancy levels.

• Assist in aligning budgets and managing incentive and penalty frameworks.

• Develop and maintain quality gates, audits, and checkpoints.

• Track the quality of escalations and guarantee accurate, comprehensive Tier 3 handoffs.

• Analyze performance data, recognize trends, diagnose problems, and make informed, data-driven choices.

• Apply Lean or Six Sigma improvement methodologies with vendor teams.

• Identify performance outliers among agents and execute coaching, action plans, and performance monitoring.

• Utilize ERP systems, analytics tools, and automation platforms to enhance workflows.

• Keep vendor procedures in sync with changing SSD policies, accommodation guidelines, and eligibility criteria.

• Create contingency plans to reduce operational risks and ensure service continuity.

• Direct the strategic delivery of vendor-led customer support services within call center environments.

• Oversee coaching sessions, documentation, QA score reviews, business review preparation, and performance management.

• Collaborate with Senior Directors to implement and modify coaching and training initiatives.

• Perform root cause analyses and enact appropriate solutions.

• Inspire and motivate vendor teams towards achieving performance objectives and fostering continuous improvement.

• Act as the program subject-matter expert for vendor teams.

• Communicate vendor performance, escalations, and action plans to CEE leaders and program partners.

• Cultivate strategic relationships across departments, divisions, vendors, and partner organizations.

• Promote cross-functional collaboration on customer-facing action plans.

• Implement scalable solutions to enhance workflows and service delivery.

⛳️ Requirements

• Over 7 years of progressive experience in contact center operations.

• Proven success in managing large-scale, multi-channel environments, including voice, email, chat, and self-service.

• Capability to lead and influence both cross-functional and vendor teams.

• Experience in optimizing SLAs, AHT, FCR, NPS, and CSAT metrics.

• Ability to design and implement scalable service delivery strategies.

• Experience in driving continuous improvement initiatives across Tier 1 and Tier 2 support models.

• Openness and capability to experiment with and adopt AI-driven solutions.

• Ability to self-learn new tools and apply emerging best practices from the industry.

• Expertise in workforce management and capacity planning.

• Proficiency in quality assurance and performance monitoring.

• Knowledge of coaching frameworks and frontline development.

• Familiarity with Generative AI applications in contact center operations.

• Bachelor’s degree in a relevant field is preferred; equivalent practical experience will also be accepted.

• Willingness to travel 3–4 times a year, including potential international travel to vendors abroad.

• A passion for expanding educational and career opportunities and engaging in mission-driven work.

• Curiosity and enthusiasm for new technologies.

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

• A learner’s mindset and commitment to personal growth.

• A drive for impact and excellence.

• A collaborative and empathetic approach.

• Authorization to work in the United States.

🏝️ Benefits

• Fully remote or hybrid work option available for candidates residing near College Board offices.

• Opportunities for travel and business travel support, including potential international trips.

• Competitive and fair compensation packages.

• Salary adjusted based on location.

• Comprehensive benefits package.

• A supportive team and meaningful career opportunities.

• Open discussions regarding compensation and benefits throughout the hiring process.