Senior Director, Program Operations – Product Enablement
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Job Description
Senior Director optimizing College Board’s BigFuture enrollment subscription programs. Leading product enablement, governance, analytics, provisioning, and a three-person operations team.
Responsibilities:
- Act as program manager and policy leader for the full Recruitment & Enrollment Solutions portfolio
- Design and execute the annual subscription model, including pricing and packaging strategy
- Serve as subject-matter expert for enrollment solutions products, features, and subscription mechanics
- Manage the annual subscription launch process and operations, including pilots, documentation, training, order opening, eligibility, and incentives
- Translate product usage, revenue performance, customer behavior, and operational signals into strategic insights
- Monitor adoption, utilization, renewal, and incentive performance
- Analyze customer engagement and build cohort analyses
- Translate customer behavior patterns into product enhancement recommendations
- Direct policy, documentation, and training for pilots, launches, redesigns, and sunsets
- Lead portfolio redesign initiatives
- Represent customer feedback in product, portfolio, and strategy decisions
- Oversee the subscription lifecycle, including purchase flow, eligibility, product access, billing accuracy, and account lock/unlock
- Partner with Product on incident response and customer-impacting issue resolution
- Establish data delivery standards and clean-file integrity
- Improve operational and provisioning workflows
- Own governance protecting students, institutions, and enterprise reputation
- Collaborate with Legal and Product on eligibility, usage, privacy, consent, terms, and contracts
- Monitor regulatory shifts with Legal
- Lead the Recruitment & Enrollment Solutions Program & Product Operations team
- Manage a team of three overseeing contracting, compliance, billing, customer service, training, product delivery, incident management, and vendor agreements
- Set team vision and priorities, track progress, coach team members, and cultivate an inclusive, high-achieving culture
Requirements:
- 8-10+ years’ experience in program management within a SaaS or product organization
- Significant experience in Higher Education EdTech
- Deep subject-matter expertise in subscription-based product models, including pricing, packaging, and lifecycle management
- 3+ years of recent, direct people management experience
- Experience in higher education enrollment management, recruitment, and admissions is a strong plus
- Strong organizational and prioritization skills
- Strong analytical skills, including translating usage, revenue, and customer behavior data into recommendations
- Experience with cohort analysis
- Experience designing and governing policy, contract, or compliance frameworks
- Experience managing complex, cross-functional operational workflows such as billing, provisioning, or order management
- Experience managing third-party vendor relationships and contract negotiations
- Experience developing training, enablement, and internal or customer-facing communications
- Excellent written and verbal communication skills
- Experience presenting to senior leadership or executive stakeholders
- Proficiency in Salesforce, Microsoft Suite, Zoom, Slack, Jira, and Confluence
- Strategic and inclusive leadership style
- Proven ability to drive performance and growth
- Ability to travel 6-8 times a year to College Board offices or on behalf of College Board business
- Authorization to work in the United States for any employer
- Willingness to experiment with and adopt AI-driven solutions and new digital tools
- Passion for expanding educational and career opportunities and mission-driven work
- Learner’s mindset and commitment to growth
- Drive for impact and excellence
- Collaborative and empathetic approach
Benefits:
- Fully remote option; hybrid option for candidates living near College Board offices (Tuesday and Wednesday in office)
- Occasional business travel to meet in person
- Meaningful career and supportive team
- Comprehensive compensation and benefits package
- Fair and competitive compensation
- Location-adjusted salaries
- Transparent conversations about compensation and benefits
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