Manager, Customer Service Operations

The College Board, a national educational organization, is conducting a search for a

Manager, Customer Service Operations. The Customer Service Manager is the individual in the College Board Customer Service Operations department accountable for ensuring that all escalated SAT customer service matters are resolved within established guidelines and in accordance with department processes and SAT policies. Additionally, this individual is responsible for translating SAT program policies into both customer service operational processes and external communications. 

 

The Manager will directly manage a team of supervisors and lead a team of Exception Specialists. In doing so, this individual will be responsible for overseeing the successful resolution of all escalated customer service matters while also ensuring that the resolution is within department guidelines and timelines.  This individual will also assume ownership of specific customer service matters, as required. 

 

The Manager will work closely with key stakeholders in each of the SAT Operational units, as well as with all SAT operations vendors, to ensure that all SAT escalated cases are properly processed, handled, and resolved. This includes work flow management, ensuring process and policy compliance, recommending and implementing customer service process changes and coordinating with key stake holders when operational issues are identified; assisting in root cause analysis and solution recommendations.  These stake holders can include, but are not limited to, the SAT Program, Finance, CB.com, Operations, CB.com and IT.

 

 

Qualified candidates have a College Degree in business, engineering, operations, or related technical field. Solid and progressive experience in a customer service environment; strong process improvement experience; as well as experience in a high-volume consumer operation -- potentially including e-commerce, in-bound mail processing, customer inquiry / customer service processing are required. Progressive people management experience in a customer service, call center, or related operations floor environment is required. Financial operations processing experience is highly preferred. Experience with data file transfers is highly preferred. Candidates should possess the ability to manage department handling exception based/non-routine case loads; experience with temp hiring – scaling up/down labor pools as required; ability to manage relationships with multiple levels of management; flexibility and desire to quickly adapt to new methods, situations, and various requirements; excellent group facilitation skills. Candidates should demonstrate computer literacy, including Microsoft Office applications; have solid organizational, time & task management skills; and be able to work independently and as part of a team.

 

 

The College Board’s mission is to connect students to college success and opportunity, with a commitment to excellence and equity in education.  Among our best-known programs are the SAT, PSAT/NMSQT and Advanced Placement. To learn more, please visit our website at www.collegeboard.com.

 

The College Board offers an excellent benefits package, which includes 4 weeks of vacation, tuition reimbursement, and a generous retirement plan.  If you are interested in joining our Team and you meet our qualifications, we encourage you to apply.

TO APPLY, visit the Careers page of our website at www.collegeboard.com/careers and search for job title. Send us your resume and cover letter, including salary requirements. The College Board is committed to diversity in the workplace and is an equal opportunity employer.

Please understand that only qualified candidates will be contacted. This position may be subject to a background check.