Senior Director, Operations Content & Knowledge Management @College Board

[Hiring] Senior Director, Operations Content & Knowledge Management @College Board

Apr 01, 2025 - College Board is hiring a remote Senior Director, Operations Content & Knowledge Management. 💸 Salary: $96,000 to $165,000. 📍Location: USA.

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Role Description

The Senior Director of Content & Knowledge Management is responsible for developing and leading a top-tier knowledge infrastructure that empowers internal operations teams to access information, enhances the customer experience, and integrates with digital platforms. This role is critical in ensuring that front-line teams have immediate access to the operational content they need to effectively support complex customer interactions and troubleshooting activities throughout the customer journey.

Set vision and strategy: (40%)
- Drive the strategy for our operational knowledge base, ensuring content is accurate, structured for usability, and designed to integrate with future digital solutions such as AI-driven search, chat, and automation tools.
- Drive the adoption of structured knowledge models, including templates, metadata, and taxonomy, to improve searchability and relevance.
- Establish and oversee best practices for knowledge content lifecycle management, including creation, review cycles, continuous improvement, and archiving, to maintain high-quality, up-to-date resources.
- Design and oversee customer journey workflows that combine strategic content and operational communications, aligning operational content to the appropriate persona(s) and touchpoints.
Provide team leadership and cross-functional collaboration: (30%)
- Establish and lead a high-performing team focused on knowledge systems, content governance, and process optimization.
- Define and implement strategies to balance structure and flexibility of a decentralized content creation model while enforcing consistency, quality and accuracy, across all operational knowledge assets.
- Foster a collaborative, high-performing team culture, mentor and support team members, and provide opportunities for professional development and growth.
- Establish partnerships and strategies with internal stakeholders across Product/Program, Operations, and Technology to embed and align content development priorities with broader milestones and/or organizational goals.
- Oversee team responsibilities for multiple concurrent initiatives, aligning them with broader strategic priorities and goals.
Drive continuous improvement & innovation: (30%)
- Research, evaluate, and adopt cutting-edge tools and platforms to streamline the knowledge documentation and distribution process.
- Develop key performance indicators (KPIs) to demonstrate the business impact of knowledge initiatives on operational efficiency and customer experience.
- Design and implement a streamlined documentation intake, review, and management workflow to support College Board product release cycles.
- Establish a structured content creation process for troubleshooting guides and workflow documentation, reducing content production time from weeks to days.
- Champion voice of customer insights to inform content and product strategy.

Qualifications

10+ years of experience in content and knowledge management systems and technical communication.
A proven track record of rapidly building new capabilities, leading high-performing content teams, and driving product enablement.
Experience with content management and publishing systems, such as Salesforce, Confluence, Learning Management, Drupal, XML, and Oxygen Editor.
Proven track record of driving operational excellence.
Ability to thrive in a fast-paced, high-stakes, and dynamic environment and lead through change.
Exceptional strategic thinking, analytical and planning skills.
Experience as a highly collaborative leader with ability to influence others and build strong relationships across internal and external stakeholders.
A bachelor’s or master’s degree in business or equivalent field.
The ability to communicate effectively with product leads and technologists to meet and drive business requirements.
Experience leading high-visibility projects from start to finish with measurable results.
Fluency with data and confidence in making data-driven decisions.
Strong understanding of Agile workflows and experience engaging with development teams to create technical documentation.
Must be able to travel at least 6-8 times per year.
You are authorized to work in the US.

Benefits

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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📍	Be aware of the location restriction for this remote position: USA
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Senior Director, Operations Content & Knowledge Management @College Board

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Salary 💸 $96,000 to $165,000	Remote Location USA
Job Type full-time	Posted Apr 01, 2025

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📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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