Director, Community Management

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 Board's community engagement needs grow 

• Design and deliver segment-tailored engagement across the full spectrum from high-touch to self-serve, so every coordinator population gets the model of support that fits need 

• Partner with operational, learning and development, and program partners to turn coordinator voice-of-customer and experiment results into segment strategy, risk definitions, and cross-program priorities 

About You

• A combination of education and experience equal to 5-7 years managing community, content campaigns, or digital engagement programs, including direct experience with volunteer, ambassador, or peer-community programs 

• Experience owning digital content channels end to end (e.g., YouTube, podcast, or similar platforms), including production, analytics, sound engineering, and channel strategy 

• A track record of designing and scaling communication programs across multiple channels and audiences 

• Experience translating user or customer feedback into concrete changes to strategy, content, or programming 

• A proven ability to influence and align stakeholders without direct authority, building buy-in across program partners to move shared priorities forward 

• Comfort operating in ambiguity, including building a scalable, multi-program model from a program-specific starting point 

• Strong project management skills, including managing budgets, contracts, and vendor or volunteer relationships 

• The ability to travel 5-10 times per year to College Board offices or on behalf of College Board business 

• Experience supporting high-stakes assessment or test delivery operations (preferred) 

• A customer service or customer experience background (preferred) 

All roles at College Board require:

• A passion for expanding educational and career opportunities and mission-driven work 

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.  

• Clear and concise communication skills, written and verbal 

• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input. 

• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking. 

• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success 

• Authorization to work in the United States 

About Our Process  

• Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days. 

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.    

What We Offer

At College Board, we offer more than a paycheck: we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market. 

A Thoughtful Approach to Compensation

• The hiring range for this role is $80,000–$130,000 

• Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board. 

• We aim to make our best offer upfront, rooted in fairness, transparency, and market data. 

• We adjust salaries by location to ensure fairness, no matter where you live. 

You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more.