Director, Customer Experience Strategy & Solutions (EdTech)

TL;DR

Director, Customer Experience Strategy & Solutions (EdTech): Designing and optimizing high-quality, scalable support solutions for digital assessments with an accent on cross-functional alignment between product and operations. Focus on leveraging customer insights and operational data to influence product strategy and improve the overall student and educator experience.

Location: Remote - Must be authorized to work in the United States

Salary: $80,000 – $125,000

Company

A self-sustaining nonprofit focused on expanding educational and career opportunities through digital assessments.

What you will do

• Drive alignment between Program, Product, and Operations teams to define priorities and timelines.
• Translate product strategies into actionable support models and ensure administration readiness for peak testing windows.
• Define and operationalize success metrics like CSAT and FCR to manage call center performance.
• Analyze customer experience data and feedback to identify trends and lead root cause analyses.
• Provide actionable insights to product teams to influence roadmaps and operational outcomes.

Requirements

• 5+ years of experience in client-facing, account management, or operations roles, preferably in EdTech.
• Authorization to work in the United States.
• Experience using tools such as Salesforce, Tableau, and AI models to interpret customer data and trends.
• Proven ability to lead cross-functional initiatives and drive accountability without direct authority.
• Comfort working in ambiguity and ability to create structure in complex environments.

Nice to have

• Background in Customer Insights.

Culture & Benefits

• Meaningful, mission-driven work dedicated to expanding educational opportunities.
• Flexible work arrangement: fully remote or hybrid for those near offices.
• Fair and competitive compensation adjusted by location.
• Collaborative environment with a learner's mindset and commitment to growth.

Hiring process

• Initial application review and recruiter phone/video screen.
• Hiring manager interview and a performance exercise.
• Panel interview and final conversation with leadership.