Reporting Analyst, Customer Engagement Operations

Reporting Analyst, Customer Engagement Operations
Division: Operations
Type: Full-time
Location: Remote

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 customer experience through the use of innovative solutions, products and technology to enhance the end-to-end delivery of digital assessments and all aspects of customer support. Customer Engagement and Experience team is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately two million contacts per year. This integrated team serves as the organization’s ‘front line’ and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.    

About the Opportunity  

As the Reporting Analyst, Customer Engagement Operations, you will be responsible for performing regular and ad-hoc reporting analysis and data-driven insight gathering. Working closely with the Senior Director of Customer Engagement Operations, you will create new operational reports to drive the ability to perform comprehensive operational management and performance reviews across all Customer Engagement & Experience job functions. You will own and lead reporting for regularly recurring Business Reviews for all supported programs, such as Advanced Placement, College Readiness Assessment, CLEP, Financial Aid Services, and others.  Your careful analysis will be leveraged to increase the effectiveness and efficiency of CEE department leaders to own their numbers and drive performance in the most effective and efficient manner to support the delivery of a world-class customer service operations experience. 

Data & Analysis (80%)

• Create broad, detailed, and comprehensive reporting capabilities that can be leveraged to derive operational insights 

• Generate reports to populate performance data into presentations for utilization by numerous team CEE members in a variety of functions

• Support ad-hoc reporting requests that answer strategic questions with meaningful data

• Leverage existing operational reporting platforms including vendor-provided CMS platform reports, Tableau, AWS, Salesforce, and others, to conduct ad-hoc reporting dives and create new operational reports

• Gain a deep understanding of call center metrics to drive the ability to perform comprehensive operational management and performance reviews across all CEE job functions

• Own reporting for CEE department initiatives including regular recurring Business Reviews with the SVP of Operations and other key organizational leaders

• Build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action

• Prepare and deliver meaningful reporting of performance by collecting, analyzing, and summarizing data and trends; and include key metrics and interpretation of the results, providing actionable insights.

Stakeholder Management & Collaboration (20%)

• Serve as the SME and POC for the CEE team in cross-functional meetings with Technology partners to provide CEE-based reporting and insights, and advocate for reporting enhancements & improvements

• Leverage an understanding of College Board lines of business, and delivery model to identify stakeholder needs, and areas of opportunity for data exploration to drive decision-making

• Collaborate with Senior Director Customer Experience, Senior Director Customer Engagement Operations, and Executive Director Customer Engagement Delivery to define reporting and other meaningful outputs to drive business decisions, goal setting and regular reporting to key partners against key business metrics

You have:

• A bachelor’s degree and 3+ years’ experience with Tableau/PowerBi, SQL, AWS, and Salesforce

• Advanced skills in Excel (e.g., sophisticated formulas, pivot tables, etc.); PowerPoint, business analytic tools.

• The ability to work with large data sets to distill conclusions and recommendations for operational adjustments when required.

• Strong consultative, analytical, planning, and organizational skills

• A propensity for hands-on work and a high level of execution, data driven and analytical

• A strong desire to learn and improve; and leverage feedback and performance levels to course correct

• An ease working in undefined situations and evidence of creating clarity and path forward

• The ability to travel 4-6 times a year to College Board offices and/or vendors. 

• Experience with Call Centers (a bonus)

• Eligible to work in the United States

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/video screen, hiring manager interview, performance exercise, 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 $56,000 to $100,000. 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.

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