Senior Director, Program Operations – Product Enablement

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

📋 Description

• Serve as the program manager and policy leader for the entire Recruitment & Enrollment Solutions portfolio.

• Develop and implement the annual subscription model, including strategies for pricing and packaging.

• Act as the subject-matter expert on enrollment solutions products, features, and subscription mechanics.

• Oversee the annual subscription launch process and its operations, which include pilots, documentation, training, order opening, eligibility, and incentives.

• Convert product usage, revenue performance, customer behavior, and operational signals into strategic insights.

• Track adoption, utilization, renewal, and incentive performance.

• Examine customer engagement and perform cohort analyses.

• Transform customer behavior patterns into recommendations for product enhancements.

• Direct policy formulation, documentation, and training for pilots, launches, redesigns, and phase-outs.

• Lead initiatives for portfolio redesign.

• Incorporate customer feedback into product, portfolio, and strategic decisions.

• Manage the subscription lifecycle, ensuring accuracy in purchase flow, eligibility, product access, billing, and account management.

• Collaborate with Product teams for incident response and resolution of customer-impacting issues.

• Set standards for data delivery and maintain clean-file integrity.

• Enhance operational and provisioning workflows.

• Uphold governance to protect students, institutions, and the enterprise's reputation.

• Work alongside Legal and Product teams on eligibility, usage, privacy, consent, terms, and contracts.

• Keep abreast of regulatory changes in partnership with Legal.

• Lead the Recruitment & Enrollment Solutions Program & Product Operations team.

• Supervise a team of three responsible for contracting, compliance, billing, customer service, training, product delivery, incident management, and vendor agreements.

• Establish team vision and priorities, monitor progress, mentor team members, and foster an inclusive and high-performing culture.

⛳️ Requirements

• 8-10+ years of experience in program management within a SaaS or product organization.

• Extensive experience in Higher Education EdTech.

• Profound subject-matter expertise in subscription-based product models, including pricing, packaging, and lifecycle management.

• At least 3 years of recent, direct experience in people management.

• Experience in higher education enrollment management, recruitment, and admissions is highly advantageous.

• Strong organizational and prioritization abilities.

• Excellent analytical skills, especially in translating usage, revenue, and customer behavior data into actionable recommendations.

• Familiarity with cohort analysis.

• Background in designing and governing policy, contract, or compliance frameworks.

• Experience managing complex, cross-functional operational workflows such as billing, provisioning, or order management.

• Proven track record in managing third-party vendor relationships and contract negotiations.

• Proficient in developing training, enablement, and communications for internal or customer-facing purposes.

• Exceptional written and verbal communication skills.

• Experience presenting to senior leadership or executive stakeholders.

• Proficient in Salesforce, Microsoft Suite, Zoom, Slack, Jira, and Confluence.

• Strategic and inclusive leadership style.

• Demonstrated ability to drive performance and growth.

• Willingness to travel 6-8 times a year to College Board offices or for College Board business.

• Authorization to work in the United States for any employer.

• Openness to experimenting with and adopting AI-driven solutions and new digital tools.

• Passion for expanding educational and career opportunities and commitment to mission-driven work.

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

• Strong drive for impact and excellence.

• Collaborative and empathetic approach.

🏝️ Benefits

• Option for fully remote work; hybrid work available for candidates located near College Board offices (in-office on Tuesdays and Wednesdays).

• Occasional business travel for in-person meetings.

• Meaningful career growth opportunities and a supportive team environment.

• Comprehensive compensation and benefits package.

• Fair and competitive compensation.

• Location-adjusted salaries.

• Open discussions regarding compensation and benefits.