Senior Director, Program Operations & Product Enablement
Description
College Board – BigFuture - Recruitment & Enrollment Solutions
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
Our BigFuture team is committed to supporting all students to make the right first step for them after high school. BigFuture reaches over seven million students each year and is the leading free resource for College, Scholarship, and Career Exploration. BigFuture allows students to demystify the college going process, unlock options to afford college, and explore careers that connect to their skills and interests. In addition to the student-facing platform, we foster rich interactions between students and over 1,500 Higher Education institutions to help them identify strong matches.
Within BigFuture, our Recruitment & Enrollment Solutions (RES) team is comprised of dedicated, experienced professionals committed to the sales, support and long-term success of College Board’s market-leading enrollment solutions. Through consultative engagement and customer success methodologies, we support more than 1,200 higher education institutions annually, providing strategic insights, adoption support, and guidance on how to leverage College Board’s Search & Connections suite to achieve enrollment goals.
About the Opportunity
As the Senior Director, Program Operations & Product Enablement, you are a program leader with deep product fluency who thrives at the intersection of strategy and execution. You've built or evolved subscription-based programs before, and you know how to turn data, policy, and customer signal into a portfolio that works for the business and the institutions it serves. You're energized by complexity, and you bring outside perspective and new approaches rather than defaulting to how things have always been done. You care as much about the mission behind the work as you do the mechanics of it.
You serve as the connective tissue between College Board's BigFuture Product team and the customer-facing RES organization, translating product direction into policy, provisioning, and readiness for more than 1,200 higher education institution partners, and carrying their voice and feedback back into product and portfolio decisions. You own the design and execution of the annual RES subscription model, including pricing and packaging, and you steward the governance framework, from eligibility rules to terms of service to data privacy, that protects students, institutions, and the business alike. You lead a team of three who bring deep functional expertise in contracting, compliance, and provisioning, and you partner closely with Legal, BigFuture Product, Customer Success, and Sales. This is a chance to be a genuine change agent for a flagship platform: Search has powered enrollment for decades and Connections is still building market adoption, and you'll help chart the next chapter for both.
In this role, you will:
Program Ownership & Strategic Leadership (30%)
-
Act as the program manager and policy leader for the full RES portfolio (Search, Connections™, and related features)
-
Lead and manage the design and execution of annual subscription model including pricing and packaging strategy for existing and future product launches or enhancements
-
Serve as the primary subject matter expert for enrollment solutions products, features, and subscription mechanics
-
Manage and direct annual subscription launch process and operations ahead of July 1 Subscription Year start including pilot launch and tracking (when necessary), documentation, internal Customer Success & Sales training, order opening window, eligibility, commercial incentives
Product/Portfolio Analysis and Enhancement (20%)
-
Drive data-informed decision-making across the Enrollment Solutions subscription portfolio by translating product usage, revenue performance, customer behavior, and operational signals into actionable strategic insights
-
Monitor adoption, utilization, renewal, and incentive performance
-
Analyze customer engagement with Search and Connections features
-
Build cohort analyses to evaluate product usage patterns
-
Translate customer behavior patterns into enhancement recommendations
-
Direct policy, documentation, and training for pilots, launches, redesigns, and sunsets
-
Lead portfolio redesign initiatives (e.g., 2027–28 evolution)
-
Serve as the voice of the customer across leadership teams translating feedback from Sales and Customer Success into product, portfolio, and strategy insights
Customer Provisioning & Delivery (10%)
-
Ensure operational excellence across the subscription lifecycle
-
Oversee purchase flow, eligibility determinations, Search access, Connections access, billing accuracy, account lock/unlock
-
Partner with product on incident response protocol and management and customer-impacting issue resolution
-
Establish data delivery standards and clean-file integrity
-
Improve operational and provisioning workflows that enhance customer satisfaction and retention while reducing time and effort of Sales and Customer Success staff
Policy, Compliance & Data Integrity Stewardship (20%)
-
Own the governance framework that protects students, institutions, and enterprise reputation
-
Collaborate with Legal and Product to author and maintain eligibility and usage policies
-
Lead subscription terms and contract updates
-
Ensure compliance with privacy regulations and consent standards
-
Embed policy into systems, ordering flows, and contracts
-
Partner with Legal to monitor regulatory shifts
People Leadership & Program Operations (20%)
-
Lead and manage the Recruitment & Enrollment Solutions Program & Product Operations team
-
Lead a team of 3 that oversees purchase flow and contracting, eligibility and compliance, billing and invoicing, customer service and training, product delivery and incident management, third-party vendor partnership agreements and compliance, in partnership with Product & Tech
-
Set vision and priorities for the team, track and manage progress to goals, and provide coaching and support to ensure team members meet and exceed goals, remain engaged, and contribute meaningfully to our mission
-
Cultivate an inclusive and high-achieving culture that enables all team members to live out College Board’s Operating Principles effectively
-
Bring proven leadership experience and consistently embody College Board’s Manager Expectations in your work
About You
To qualify for this role, you must have:
-
8-10+ years’ experience in program management within a SaaS or product organization, including significant experience in Higher Education EdTech, with deep subject-matter expertise in subscription-based product models, specifically pricing, packaging, and lifecycle management
-
Experience in higher education enrollment management, recruitment, and admissions is a strong plus
-
3+ years of recent, direct people management experience
-
Strong organizational and prioritization skills, with the ability to lead multiple initiatives independently and collaboratively
-
Strong analytical skills, with demonstrated experience translating usage, revenue, and customer behavior data (including cohort analysis) into actionable product and business recommendations
-
Experience designing and governing policy, contract, or compliance frameworks, ideally in partnership with Legal, involving eligibility rules, terms of service, or data privacy standards
-
Demonstrated success managing complex, cross-functional operational workflows (such as billing, provisioning, or order management) under firm deadlines
-
Experience managing third-party vendor relationships and contract negotiations, including performance governance and forward-looking portfolio planning