Director, Digital Engagement

College Board - Operations

Location:

This is a remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). All CB employees are required to occasionally travel to meet in person for business purposes.

Role Type:
This is a full-time position

College Board's Operations division is a best-in-class digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers, annually. The Operations team is also leading exciting work to advance user experience using innovative solutions, products, and technology to enhance the end-to-end delivery of digital assessments and all aspects of customer support. Within Operations, the Assessment Delivery Operations (ADO) team is responsible for the successful execution of digital assessments like the SAT and Advanced Placement (AP) examinations, working closely with partners across College Board, the education sector, and beyond to improve testing technologies, customer experience, and outcomes.

ADO's User Readiness team ensures every district-level member, school-level educator, and test taker has what they need, and takes the critical actions required, to succeed on test day. This is done through multi-channel community engagement, effective digital communications, curated technical guidance, and risk-based outreach.

As the Director of Digital Engagement, you will own the full lifecycle of seasonal User Readiness campaigns and communications that reach thousands of coordinators, staff, and students across every College Board program. You'll design and execute the strategy for how we communicate to our users, i.e., who needs to hear what, and when, then run the experiments and dig into user behavior to figure out what actually drives people to act and scale what works.

Not every educator or student needs to hear the same thing, the same way. You will help define the segments and personas that capture those differences and own the communication strategy built on top of them, translating a deep understanding of program policy, and the latest system and technology content, into messaging that surfaces what each user most needs to know and is delivered in the way that's most likely to reach them.

You will partner across College Board functional teams to get that translation right and connect every campaign directly to the User Readiness outcomes we're driving toward for test day.

• Seasonal Campaign Strategy & Lifecycle (30%)
  • Own the full lifecycle of seasonal User Readiness campaigns, from planning through execution and post-season retrospective
  • Set the cadence and sequencing of communications against program milestones, deciding who needs to hear what, and when
  • Build and maintain the campaign calendar that keeps every message landing at the right moment in a user's readiness journey
• Segmentation & Messaging Craft (25%)
  • Design and maintain audience segmentation based on coordinator type, program, and readiness stage, and refine segments over time with analytics partners
  • Translate program policy and the latest system and technology updates into messaging that surfaces what each user most needs to know
  • Own message quality end to end, from clarity and tone to the specific call to action and resources each segment needs
  • Write, build, test, and deploy email campaigns and automated journeys in Salesforce Marketing Cloud
  • Pilot AI tools to speed up drafting, personalization, and quality checks of content
• Experimentation, Insights, and Partnership Outcomes (45%)
  • Design and run experiments and dig into user behavior to find what drives engagement and action. Examples include testing subject lines, timing, content, and channel
  • Define and track engagement metrics, from opens and clicks to completion of target actions, and report results and recommendations to stakeholders
  • Connect every campaign directly to the User Readiness outcomes we're driving toward on test day, using engagement as a signal, not the goal itself
  • Partner across College Board functional teams to align messaging and ensure campaigns reflect the latest program, policy, and technology updates
  • Share audience insights with partner teams in community engagement, technical readiness, and proactive outreach to improve their work and reduce the need for intervention
  • Build relationships across teams that let you move quickly when a message needs to be…