College Board – Technology – Workforce Services & Tools  

Location: This is a hybrid role and requires the candidate to be on-site at the NYC offices every Tuesday and Wednesday. 

Type: This is a permanent, full-time, salaried position 

About the Team  

The Workforce Tech Experience Team represents the frontline of our organization’s technology support. This team provides first-line support, incident management and problem solving across the organization including dedicated VIP support. We work across technology platforms to provide timely, efficient, and effective technical support to onsite and remote customers. We focus on continuous improvement, staying updated on industry trends, best practices, and refining processes to deliver top-notch service. Whether it’s troubleshooting software glitches, assisting with hardware setup, or guiding customers through complex processes, we’re here to empower our colleagues and maximize their productivity.  

About the Opportunity   

As Workforce Technology Experience Manager, you will lead five direct and seven indirect reports responsible for support center operations, print services, AV, and meeting/conference support. Through your leadership, you will set the mark for service desk (L1 – L3) delivery and customer experience in technology support to customers and leadership. You also will work closely with leadership and engineering teams to provide an integrated customer technology experience. Your expertise in team development, process management, service delivery, and customer engagement across the entire organization are keys to successful customer satisfaction. 

In this role, you will:   

Service Delivery & Engineering Management (40%)  

• Oversee team operations and supervision of Workforce Tech Experience staff using management best practices and internal College Board guidelines, utilizing formal and informal communications mechanisms. 
• Define and direct Support Center goals in alignment with leadership and organizational goals. 
• Collaborate with engineering teams, customers, and leadership to provide timely, efficient, and effective processes and solutions for technology support. 
• Define and maintain processes, procedures, policies, and service descriptions to facilitate customer satisfaction. 
• Identify customer needs and maintain positive relationships. 
• Work with vendors to deliver a high level of support and service. 
• Manage onsite multi-function print services. 
• Collaborate with leadership and other teams to execute AV engineering and support for onsite meeting spaces and support offsite meetings and conferences. 

Drive service desk streamlining via process automation and engineering via: 

• Chatbots: Utilize chatbots to assist users with answering common queries without analyst intervention. 
• IVR Bots: Implement/improve IVR capability to promptly engage callers, provide personalized service, and resolve issues. 
• Automate Repetitive Tasks: Deploy RPAs to handle data entry and/or process intake and/or actions, allowing analysts time for more complex tasks. 
• AI-driven Knowledge Creation: Leverage generative AI to create and organize self-service content for support and/or enhance analysts’ generated content and communications. 
• Integration: As a key stakeholder/SME, collaborate with customers and engineering teams to combine technology systems and processes to maximize productivity and efficiency within the organization. 

Incident Management (20%) 

As an Incident Manager responsible for the workforce customer experience, you will work in close coordination with the employee experience and observability teams. Here are four key responsibilities of this role: 

• Overseeing Incident Management Process: The incident manager has the overall responsibility and authority during incidents. They coordinate and direct all facets of the incident response effort. This includes prioritizing incidents based on urgency and their impact on the business. They ensure that the incident management process is followed effectively. 
• Identifying and Initiating Incident Response: When a reported service incident occurs, the incident manager responds promptly. They identify the cause of the incident and initiate the management process. This involves assessing the situation, gathering relevant information, and mobilizing the necessary resources to address the issue. 
• Managing Communication: The incident manager ensures effective communication both internally and externally. They work closely with the communications manager to provide timely updates to stakeholders, including customers. Clear and transparent communication during incidents is crucial for maintaining customer satisfaction. 
• Customer Support Coordination: The incident manager collaborates with the customer support lead. They ensure that incoming tickets, phone calls, and social media inquiries related to the incident receive timely and appropriate responses. Keeping records of incident-related interactions and feedback helps maintain customer satisfaction levels. 

Performance Monitoring and Reporting (20%)  

• Re-envision our approach to performance management to ensure all employees have clear direction in their roles and receive timely and productive feedback. 
• Establish and track metrics data across Support Center and AV teams to include staff performance across levels. 
• Use performance metrics data, customer feedback, and other benchmarks to identify trends and/or opportunities to drive and track improvements in performance, process, documentation, and communication. 
• Develop and deliver reports, presentations, dashboards, and other communications to convey Workforce Tech Experience data and information. 

Team Management (20%)  

• Effectively manage and mentor direct reports to ensure they are engaged and working effectively toward accomplishing goals. 
• Invest, empower, and equip managers and successfully lead high performing, engaged, and inclusive teams. 
• Manage the work culture to align with the College Board mission and competencies. 

​  

About you, you have:  

• Expertise in Service Delivery with 5 – 10 years performing Service Desk and Incident Management. 
• Proven ability to set vision and direction then manage others to meet aligned goals and metrics. 
• Adept problem-solving skills, including using data to inform decisions and actions. 
• Excellent verbal and written communication skills, including outbound communication, process artifacts, facilitating meetings and presenting. 
• Ability to travel 3-5 times a year to our Reston, Virginia office.   
• Experience managing relationships with third-party resources and vendors such as Lenovo and Apple.  
• Outstanding knowledge of emerging trends and best practices in Service Delivery and Customer Support. 
• Extensive experience with leading ITSM platform(s) and other customer support technologies. 
• Demonstrated knowledge of ITIL framework. 
• Excellent skills using Microsoft 365. 
• Experience with AV and conference room technologies including Microsoft Teams Rooms, Zoom, and Crestron is preferred.  
• Bachelor’s degree is preferred. 
• You must be 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 video screen, hiring manager interview, a panel interview, a conversation with leadership and reference checks. 

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 $120,000 to $165,000.  

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 these 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 Us:  

• 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 value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals.   
• Our high-performing engineers work with the latest technologies, so you will be constantly learning and sharpening your skills, enabling you to be industry-forward instead of left behind technologically. 

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