Associate Director, Enrollment Solutions Analyst

College Board –BigFuture

Remote

About the Team

The BigFuture team is committed to supporting all students to make the right first step post high school. BigFuture reaches over 7M students each year and is the leading free resource for College, Scholarship, and Career Exploration. BigFuture allows students to demystify the college going process, unlock options to afford college, and explore careers that connect to their skills and interests. In addition to the student facing platform, the team manages a service that fosters rich interactions between students and the over 1,500 Higher Education institutions. These institutions look across the 25,000 high schools to round out their classes and reach a broad student population. BigFuture is an 80-person team and collaborates deeply with other divisions including Sales, Marketing, Communications, Finance, Technology, Legal, and Strategic Higher Education. 

The Enrollment Solutions department supports the College Board Access Plan subscription model, including Search and Connections, some of the strongest mission plays at the College Board to connect students to access and opportunity. 

About the Opportunity 

As the Associate Director, Enrollment Solutions Analyst, you are committed to the mission of the College Board and the access that our recruitment and enrollment services provide for millions of students to colleges and scholarships globally. In this role, you will be the enrollment solutions liaison to our Product, IT, Design and Data Management teams, serving as a subject matter expertfor enrollment solutionsand acting as a bridge between ourtechnical and sales/customer success teams. You will collaborate to support and enhance our existing products, features, and services in the subscription plan model anddevelop concepts and requirementsfor the creation of new and innovative offerings.You will work cross-functionally on the day-to-day QC of our solutions and troubleshoot escalated user, system, or data issues. You will play an important role in maintaining systems and data protocols, end-user documentation and training, andperforming user acceptance testing (UAT). You will interact and surveysubscription plan users and vendor partners to gather feedback about our services, competitor intel,goals and pain points, and the overall recruitment and enrollment marketplace toidentify opportunities to assist the Senior Director and the greater Enrollment Solutions and Product teams in implementing a strategic product roadmap that meets the needs of our constituents. As our existing and future offerings develop, grow, and succeed, it’s in part due to the data systems, operations, and precision you’ve supported. Collaboratively, you will help students clear a path to opportunity post-high school.   

In this role, you will: 

Drive Enrollment SolutionsProgram Delivery:Execute day-to-day tactical and strategic activities related to in-market product, services,and featuresin the subscription plan model (60%) 

• Act as the enrollment solutions subject matter expert and liaison to the Product, Technology, Design, and Data Managementteams for College Board Search and related features or services in the subscription plan 

• Participate in daily stand-up calls and reoccurring meetings with IT and Product teams to ensure our Search features and services are running as expected for our customers and data release milestones and data output are delivered accurately as scheduled 

• Conduct daily QC for the Search platform and its features to solve or escalate system, data, or user questions or issues and to fully understand current system behavior and impacts of proposed changes to the data or interface 

• Serve as the enrollment solutions superuser of administrative system tools and databases to maintain user records and ensure data integrity and student privacy 

• Play a role in analyzing subscription user metrics and trends to make recommendations for system and feature improvements and design modificationsto contribute to roadmap planning and prioritization 

• Perform UAT and QA testing for product and feature enhancements and releases and provide strategic feedback to internal teams to ensure customer satisfaction and contribute to go-to-market launch activities 

• Identify opportunities for system functionality or integrations based on user feedback and trends in the higher education recruitment, enrollment, and customer relationship management space 

Contribute to Enrollment Solutions Customer Success: Place high focus on the information and training needs of current and future customers, using effective strategies and clear documentation (30%) 

• Communicate directly with customers and vendors in response to questions and issues escalated by the customer services email team or sales and customer success consultants, working to resolve in a timely and effective matter 

• Act as the bridge between Product and Technology teams and the Sales and Customer Success consultants to ensure shared understanding and open communication about our products and services via regular meetings, hyper care channels, and Salesforce cases 

• Serve as the Enrollment Solutions member of the customer training committee and train both internal and external stakeholders on our subscription plan offerings  

• Lead the production of user-facing systems documentation and support webpage updates for subscription plans and features, ensuring that they are completely up-to-date and understandable for customers 

• Develop a deep systematic understanding and subject matter expertise on all Search features, including the Segment Analysis Service data enhancement service and Interest in My Peers competitor insight feature to maximize customer usage and assist customer success teams with driving the value statement 

• Collaborate on user feedback calls, research, case studies, surveys, site visits, and conferences to ensure the voice of the customer is at the forefront in our future development  

Support Enrollment SolutionsPolicy and Compliance:Conduct activities to ensure that policies and procedures are communicated and followedby internal and external stakeholders to ensure appropriate usage of our products and services within the subscription plan model (10%) 

• Collaborate with Senior Director and greater Enrollment Solutions team in defining program eligibility and usage policies and sit on the eligibility review committee to review cases 

• Coordinate editorial reviews of eligibility and usage policy documents and website postings to keep our rules and regulations always updated 

• Adviseinternal staff on how to apply eligibility and usage policies to practical situations and collaborate to solve user problems 

• Assist with the management and implementation of the Third-Party Vendor agreement and access process 

• Manage program documentation and webpages for vendor usage practices  

About You

You have: 

• 3-5 years in higher education admissions with data/system operations, CRM management, and IT collaboration, OR as a business/requirements analyst in Higher Education/Admissions software/services. 

• Experience working with Techno-solutions/Slate, Salesforce or like CRM 

• Strong understanding of software development methodologies and deep interactions with IT/product teams 

• Skilled in creating concise and accuratedocumentation of complex information, tailored for application developers, quality assurance, and end users. 

• Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, both independently and as a member of the team    

• A proactive problem solver, who can anticipate and prioritize key tasks and resolve issues 

• Solid data management skills and ability to effectively use data to advance solutions  

• Ability to work in a fast-paced environment and respond effectively to changing customer and business needs 

• A passion for supporting educational and career opportunities for millions of students 

• Bachelor’s Degree 

• Ability to travel 3-5times per year 

• Authorized to work in the US 

Preferred, Not Required:

• Advanced working knowledge and skills in Technolutions/Slate or Salesforce 

• Familiarity with College Board products and services 

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 $56,000-95,000.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. 

About Our Culture

Our community matters, and we strive to practice and improve our culture daily. Here are some headlines: 

• We are motivated to positively impact the educational and career trajectories of millions of students a year. 

• We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard. 

• We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women’s Impact Network).  

• We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals. 

• We know that our impact is strongest together. Our College Board Cares program offers all staff up to $1,000 annual match against partner non-profit organizations.  

• We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time.