Director, Operations Knowledge System Enablement
College Board - Operations
Location: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office).
Type: This is a full-time position
About the Team
College Board 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 leading exciting work to advance customer experience using innovative solutions, emerging technologies, and integrated products to enhance the end-to-end delivery of digital assessments and all aspects of customer support.
The Knowledge, Learning, & Operational Effectiveness team collaborates across all operational functions to design and deliver integrated solutions that power our core operations. Our mission is to create a connected ecosystem that supports College Board digital experiences, enabling operational efficiency and exceptional customer outcomes. From backend systems to educator-facing content, every solution we deliver is purposefully crafted to enhance the customer journey, ensuring seamless, intuitive, and impactful interactions at every stage.
About the Opportunity
This role is essential to build the technology foundation that powers how Operations creates, accesses, and uses knowledge across College Board. Today, knowledge is distributed across multiple disconnected systems — including Confluence, SharePoint, Smartsheet, ServiceNow, PDFs, and email — making it difficult for teams to find accurate, up-to-date information when they need it.
The Director of Knowledge Systems Enablement will lead the design and delivery of an integrated Operations Knowledge Platform that connects people, processes, and technology by improving findability, reliability, and performance across the organization. This platform will serve as the single source of truth for knowledge across Customer Engagement and Experience (CEE), Assessment Delivery Operations (ADO), and partnering operational functions while ensuring information is consistent, accessible, and actionable.
The scope of this role includes defining the platform strategy, taxonomy, and governance model, while ensuring integration with operational tools such as ProductBoard, Backstage, Salesforce, and Confluence. By embedding automation, analytics, and AI-powered search into digital workflows, this role will enable Operations to transition from fragmented information silos to a connected, intelligent knowledge ecosystem.
In this role, you will:
Lead and Evolve the Operations Knowledge Platform Ecosystem (40%)
Serve as the connection point between Operations, Technology, and Content teams to ensure operational knowledge systems are aligned to customer journeys.
Lead collaborative discovery and design sessions to identify user needs, define system requirements, including taxonomy, metadata, permissions, and integration needs.
Analyze and document current workflows to identify opportunities for automation, optimization, and scalability.
Translate business and user needs into technical requirements, process maps, and implementation plans.
Oversee testing (UAT), deployment, and post-launch support for new Ops Knowledge system features, ensuring smooth adoption and stability.
Enable Digital Integration and Operational Alignment (35%)
Partner with Technology and Operations teams to connect knowledge system(s) with operational platforms.
Lead platform communication and change management for new releases, enhancements, and system updates.
Build and sustain feedback loops with users and stakeholders to inform iterative improvements and prioritize enhancements.
Collaborate with the Knowledge Manager and Knowledge Authors to ensure content structure, taxonomy, and governance align with system capabilities.
Align operational taxonomy with enterprise taxonomy to ensure clean integration with ProductBoard, Backstage, GitHub and the corporate Confluence instance, as well as with CMS solutions.
Drive Governance, Analytics, and Continuous Improvement (25%)
Manage the knowledge systems backlog, including enhancement intake, prioritization, and sprint planning.
Monitor and report on key performance indicators such as uptime, adoption, and search effectiveness to drive ongoing optimization.
Lead governance forums to align stakeholders on standards, improvements, and long-term system direction.
Ensure system configuration, taxonomy, and metadata remain consistent across any connected platforms.
Champion continuous improvement through data-driven decisions, system enhancements, and user-centered innovation.
About You
To qualify for this role, you must have:
7+ years of experience with knowledge base platforms or SaaS platforms, with demonstrated expertise in technical product enablement and business process optimization.
Hands-on administration experience with one or more enterprise knowledge platforms (e.g., ServiceNow Knowledge, SharePoint, Confluence, Salesforce Knowledge, Zendesk Knowledge, Elasticsearch/Coveo).
Strong proficiency in business analysis practices, including data analysis, process modeling, user story development, prioritization, and root cause analysis.
Experience using product and delivery tools such as Jira, Confluence, and/or ProductBoard to manage backlogs, requirements, and delivery workflows.
Working knowledge of APIs, system integrations, and workflow automation to support scalable knowledge solutions.
Demonstrated ability to design and implement knowledge technology solutions that align with and support broader organizational objectives.
Experience operating in an agile delivery environment and partnering with both technical and non-technical stakeholders.
Familiarity with AI- and ML-powered knowledge solutions, including chatbots, semantic search, and generative AI–enabled knowledge experiences.
The ability to travel 4-5 times a year to College Board offices or on behalf of College Board business
All roles at College Board require:
A passion for expanding educational and career opportunities and mission-driven work
Authorization to work in the United States for any employer
Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort 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.
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 just 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 - $135,000.
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.
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What We Do
College Board is a not-for-profit organization that clears a path for all students to own their future through the Advanced Placement Program, the SAT, Official SAT Practice on Khan Academy, BigFuture, and more. For more information, go to collegeboard.org
