Director, Enrollment Solutions Business Operations

College Board – BigFuture

Location:  This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office)

Type:  This is a full-time position

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 Recruitment and Enrollment Solutions team supports sales and delivery of 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 Director, Enrollment Solutions Business Operations, 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 lead the creation and execution of all business rules and operations for our enrollment solutions. You will collaborate to deliver our existing products, features, and services in the subscription plan model and develop concepts and requirements for the launch of new and innovative offerings. You will be the subject matter expert on how students and parents engage with our services and maintain detailed records on participation pathways and descriptions. You will lead our eligibility and usage compliance process to ensure our solutions are only available to qualified educational organizations. You will design and administer seamless processes, communications, and user experiences for our higher education customers and third-party vendors and lead issue escalation and incident management for our internal teams. You will work cross-functionally as a superuser of Salesforce and other databases to maintain business records and to track key performance metrics and goals. You will be the eyes and ears for identifying and solving process inefficiencies to constantly improve our program delivery.   

In this role, you will:

Lead Enrollment Solutions Business Operations: Execute strategic process design and day-to-day tactical operational activities related to in-market product, services, and features in the subscription plan model (35%)

• Design and administer subscription plan ordering, billing, and delivery operations and business rules

• Collaborate on customer incentives, contracts, new business (RFP) and special cases/exceptions related to our subscription plan operations and business rules

• Communicate directly with customers and vendors in response to business 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

• Create customer and vendor training resources and website updates for subscription plan ordering, billing, and delivery processes, ensuring that they are completely up-to-date and understandable for external parties

• Serve as the enrollment solutions subject matter expert and superuser of Salesforce, Workday, and other business databases to track and report on subscription plan ordering, billing, and delivery and sit on the cross-functional Salesforce committee

• Act as the enrollment solutions subject matter expert and liaison to the Salesforce, Finance, Contracts, and Legal teams for subscription plan operations and business

• Play a role in analyzing subscription ordering metrics and trends or user feedback to make recommendations for business improvements and ordering system design modifications 

• Train internal client-facing teams on subscription ordering, billing and delivery processes

• Assist in annual enrollment solutions goal setting and tracking and quarterly reporting of progress and key performance metrics

Manage Enrollment Solutions Eligibility and Compliance: Place high focus on the protection of student data and privacy with the careful implementation and execution of the subscription plan organizational/vendor eligibility and appropriate use compliance process and administration (25%)

• Design and administer the subscription plan eligibility and usage compliance process and lead the ongoing eligibility review committee

• Design and administer the third-party vendor access and compliance process and sit on the cross-teams vendor relationship committee as the enrollment solutions representative

• Collaborate with the Senior Director and legal teams to set the annual eligibility and usage policies and procedures and train and document compliance rules for internal and external stakeholders

• Work cross-functionally with the Salesforce, Engagement and Reach, and Recruitment and Enrollment teams to lead the annual eligibility survey and outreach review

• Work cross-functionally with the Salesforce, Contracts, and Recruitment and Enrollment teams to lead the annual vendor access and compliance review  

• Own the College Board Search opt-in pathways library and ensure all language and websites are constantly updated with current policies and practices 

• Communicate directly with customers and vendors in response to eligibility or compliance 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

• Create workstreams to monitor customer outreach pieces and messages to ensure appropriate use and advise on corrective action if issues are identified

Support Enrollment Solutions Communication and Content: Assist in the creation and delivery of customer communications and web content (20%) 

• Own updates and QC of support pages and resources to make sure they are up to date and relevant for customers

• Collaborate with the Senior Director and Engagement and Reach teams to plan the cadence of program emails, including quarterly newsletters for customers

• Work cross-functionally with the Salesforce and content teams to design and implement automated customer journeys in Salesforce for our products, features, services, and user roles

• Manage email and web content ticketing process to ensure timely delivery of messaging and documentation

• Serve on the cross-teams content committee to assist with customer resources, webpages, webinars, and conference sessions

• Assist with customer surveys and implement policies and procedures based on feedback and needs

Steward Enrollment Solutions Participation Pathways: Maintain the organizational record of how students and parents opt to participate in our services to hear about college and scholarship opportunity and identify ways to increase engagement (10%)

• Own the acquisition repository of participation pathways for enrollment solutions and serve as the subject matter expert on how students and parents engage with our tools

• Collaborate with Strategy, Research, Technology, and Engagement and Reach teams to report on participation metrics and identify new opportunities to reach students and their families about college, career and scholarship information 

• Train the Recruitment and Enrollment field teams on how to advise higher education toleverage our products and services to reach more students at times of peak engagement

Guide Enrollment Solutions Incident and Process Management: Design and administer processes that ensure that internal teams are collaborating and functioning effectively to escalate issues and address process inefficiencies to constantly improve our work and serve our customers (10%)

• Introduce and administer formal incident management processes and procedures related to our enrollment solutions 

• Work to constantly identify opportunities for enhancing our operational and business processes and serve in a lead capacity for change management to solve inefficiencies

About You

You have:

• 7-10 years of professional experience with business, data, and system operations in the educational arena required; Professional experience in higher education admissions (recruitment and enrollment office) or an education related software or service provider strongly preferred

• Experience using Salesforce and Slate/Technolutions highly preferred

• Solid understanding of software and system development methodologies and experience interacting deeply with data and technology teams

• Excellent skills with Excel and experience with data management tools and ability to create and manipulate spreadsheets and files

• Excellent writing skills and ability to organize and document complex and detailed information in a clear and concise manner

• Ability to structure coherent and accurate writings for use by application developers, quality assurance, and/or 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   

• Solid data management skills and ability to effectively use data to advance solutions with both internally and with external constituencies

• Proven communication skills and ability to present complex topics and lead interviews, group discussions and analyses

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

• Demonstrated problem solving skills

• Demonstrated track record of inspiring customer confidence and protecting operations by keeping information confidential

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

• Ability to travel 3-5x per year

• Authorized to work in the US

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 $80,000-$130,000.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 are a dynamic hybrid team, giving staff members the choice to either be fully remote or hybrid if they live close to a College Board office. Hybrid employees go into offices every Tuesday and Wednesday 

• 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 

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