Director, Community Management
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
About the Team
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.
About the Opportunity
As a Director of Community Management, you will own on-demand support and resources for College Board's user communities, including the digital channels, peer programs, and always-available resources that keep district and school-level staff informed and engaged between live touchpoints. You will help sustain and expand AP's on-demand coordinator experience, including its peer ambassador program, digital content channels, and community platform, partnering closely with a peer who oversees a portfolio of high-touch coordinator programming. You will also help design and scale a model that can extend beyond AP to other College Board assessment types, identifying where a shared, cross-program approach serves a wide range of educators supporting College Board high-stakes assessments globally. The durable, trust-based relationships you build with test coordinators and staff will reduce risk before it ever requires intervention, ensuring a seamless testing experience for staff and students.
In this role, you will:
Coordinate Community Programs (35%)
Own the New AP Coordinator Outreach Program end-to-end, directing staffing, training, and budget strategy, and using escalations and survey/readout data to continuously refine the program
Own the AP Coordinator Champions program, from identifying, vetting, and validating candidates through recruiting, onboarding, training design, and ongoing engagement, including contract and expense management
Shapes the AP Coordinator Community strategy, overseeing content, resources, and escalations, and drives engagement in partnership with dedicated coordinator support consultant teams
Content, Channels & Resources (40%)
Own the AP Coordinator Experience YouTube channel, using analytics to guide content direction and growth, and partnering with instructional designers and digital engagement subject matter experts on what to validate, retire or create
Own the Coordinated Podcast production and platform strategy, including content, recording, sound engineering, delivery, hosting and analytics to grow reach and inform content decisions
Own portfolio-level communication strategy, including daily news and seed-list content and coordination across the 15+ available cross-program promotion channels
Owns the strategy and lifecycle of annual coordinator resources, leading continuous improvement year-over-year
Community Strategy & Growth (25%)
Identify and build the operating model, staffing approach, and playbook to scale this community function beyond AP as College…