Communications and Marketing InternCollege Board - Communications and MarketingLocation: This is a fully remote role. Type: This is a temp, 1-year internship position that will be starting this summer. Interns will have the opportunity to work full-time (40 hours) in the summer and part-time (20-25 hours) during the fall/spring while attending school.About the InternshipThe College Board Communications and Marketing internship program gives students an opportunity to gain meaningful experience in disciplines that create and support college readiness and the college planning process. The program takes great pride in fostering the up-and-coming communications and marketing stars of tomorrow. Through our hands-on program, students are embedded with our team and take on meaningful roles and responsibilities alongside a dedicated team of professionals that share the stories of how our programs and services help millions of students transition to college and career. The internship program transitions students from college or university curriculum to practical applications in professional organizational communication and/or marketing project settings.The College Board Communications and Marketing internship program:Develops future communications and marketing leaders.Provides students meaningful professional experience in preparation for related careers.Supports competency in four key areas: research, planning, implementation, and evaluation.About the OpportunityThe Communications and Marketing intern will have a unique opportunity to work in a fast-paced environment while gaining real-world experience in communications. The intern will join the Communications and Marketing team in sharing compelling stories about the College Board, our programs and services, and the students we serve. Whether you're a creative storyteller who likes to write, or use a range of communications tools to animate ideas, or you're looking for effective ways to distribute action-oriented content to others, you can expect to develop confidence and marketable skills by engaging in or assisting a specific team within one of the following areas:Video Production: This intern will support our content and editorial team to craft and write stories through videos and graphics that bring visual elements to life whether that is through releases, events, or social engagements. You're a storyteller with a knack for creativity, thinking outside-the-box, and developing organized processes to track and complete work. You're able to empathize with key audiences and develop unique understandings of the voices that matter most. You're likely pursuing a degree in film studies, communications, digital media production, or graphic design/visual arts. This person should have prior knowledge of video editing software such as Adobe Premiere and Final Cut Pro. We would love to see your portfolio of work and examples of how you tell stories and bring them to life.Professional Engagement: This intern will become a part of our K12 audience engagement team and support the execution and measurement of ongoing campaigns. You'll work with our K12 team to craft content, track content, build assets, launch assets, and continually measure along the way. Specific responsibilities include developing marketing collateral; developing and leading push notifications; sourcing images; supporting paid media copy and updates; and reporting key metrics. You'll follow an organized, project-management focused approach to the work and your support of the team. A successful intern will have a strong attention to detail, background in writing, previous experience in thinking creatively and engaging audiences, and working with teams on abstract ideas and concepts. This intern should have an interest in marketing, business, entrepreneurship, journalism, or another relevant field.Analytics and Insights: This intern will help identify, drive, and distill the data and evidence that drives our understanding of audiences and channels. You'll become a focal point to create standardized data sources by leveraging platform APIs and existing reporting tools for paid media; email; SEO; and web analytics. You'll analyze, recommend, and implement data processes and document these recommendations to ensure our processes flow and data structures support end-to-end marketing reporting. You'll assist in developing business cases to identify efficient and effective opportunities that could make our teams and our processes smarter through more evidence-based approaches. This intern should have a strong background in data science and pursuing a degree in data science, business analytics, or relevant field.Student and Parent Engagement:This intern will become a part of our family engagement team and support campaigns that drive engagement with the SAT Suite, AP, and BigFuture programs. This intern will support weekly reports; research business cases and opportunities; develop content; and support execution and measurement of ongoing initiatives. The intern will have the opportunity to work in a rotational model to get to know all members of the team over the course of the year-long internship and learn about each phase of the campaign process: set goals, initiate, execute, and measure. This student should be interested in students, families, and education. A successful intern will have a strong attention to detail, background in writing, and previous experience in thinking creatively and working collaboratively on a team. This intern should be entering their junior or senior year of college and studying marketing, business, entrepreneurship, journalism, public relations, advertising, or another relevant field.Please clearly indicate the specific role that you're applying for based on your background, skills, and career interests in your job application.While interns will focus on specific teams and duties, experiences will be tailored to the intern's interest/area of study. Typical responsibilities and areas of focus could be:Developing stories that leverage multimedia assets coupled with our data to augment our owned communication channels through earned media.Planning and conducting interviews with students, counselors, or other educators.Analyzing data to inform storytelling and presentation materials.Assisting in real-time engagement with student and educator communities.Creating email, text, and social media content for high school students inspires them to act on their best next step toward college and career.Developing and implementing campaigns that drive awareness of and traffic to our college planning services.Analyzing our email, text, and social campaign performance to improve results and recommend new approaches.Using student perspectives to create interactive experiences for internal Customer Service training.Analyzing counselor data to develop an innovative campaign driving counselor support of CB programs.Supporting College Board partnerships in key events through media relations, social media, and blog writing.Responding to media inquiries and pitching stories to national, state, and trade outlets.Monitoring news and social media using the latest research tools.Drawing on high school and college experiences to offer perspective on student mindsets, concerns, and motivations.The Communications and Marketing interns will help shape materials and efforts that can positively impact millions of students. They will foster creativity and build meaningful collaborations throughout the organization.Minimum QualificationsCurrently enrolled in a bachelor's program specifically focused on communications and marketing fieldsGeneral knowledge of education on a national or state levelStrong written and oral communication skillsAdept problem-solving skills, including using data to inform decisions and actionsProven ability to build relationships and influence others to actionCommitted to working the entire agreed-on internship periodTo be considered candidates must submit the following:A résumé that includes your GPA, major, and expected graduation dateSpecific internship that best matches your skills, major and area of interestWriting, video, or graphic portfolio/demo upon requestPreferred QualificationsExcellent PowerPoint, Word, Excel, and MS Project skillsProficiency in editing and CRM software programsGeneral understanding of computers and digital equipment and knowledge of new and cutting-edge technologyAbout Our ProcessApplication review will begin immediately and will continue until the position is filledWhile the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week processAbout Our Benefits and CompensationCollege Board offers a competitive compensation program that attracts top talent looking to make a difference in education. The salary for this position is $25 per hour. You will be paid this rate hourly for time worked.As a temporary internship position, this role is not eligible for College Board benefits including medical benefits or paid time off. You can expect to have transparent conversations about compensation with our recruiters throughout your application process.

Director, Customer Engagement Strategy and Solutions

TheCollegeBoard, Albany

About the TeamCollege Board's Operations division (100+ ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board's exciting transformation to support delivery of digital assessments.The Customer Engagement department is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year.This integrated team serves as the organization's 'front line' and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.About the OpportunityAs the Director of Customer Engagement Strategy and Solutions you will be a pivotal partner to organization leaders. You will gather input, gain buy-in, and foster alignment on strategic initiatives with program stakeholders (e.g., partners on our College Readiness Assessments, Advanced Placement and BigFuture teams) and the Customer Engagement team. Strong business orientation and analytical skills are critical to success in this role. In this position, you will drive execution of support solutions focused on improving the customer experience for students and educators while implementing continuous improvement initiatives. You will build a deep understanding of Program products and services and all roadmaps to translate business needs into support requirements, inform training processes and materials and help design support solutions. You will be accountable for managing to and reporting against budgets, analyzing vendor reports and translating feedback to inform program policies and content.In this role, you will:Strategy and Execution (40%)Design and develop processes and solutions, collaborating across Customer Engagement teams, to drive operational efficiencies and provide an outstanding customer experience that aligns to Program priorities and organizational goals.Work across Customer Engagement leads and with colleagues across Operations to build a continuous improvement environment to support ongoing change and assist in implementing strategies to support customers, especially during peak testing windows.Translate strategic business plans into critical support solutions including agent readiness, policies and procedures, training resources and needs, escalation management, etc.Manage simultaneous projects in collaboration with the Senior Director of Customer Engagement Initiatives. Prioritize daily, weekly and longer-term work ensuring the business impact, risks and project objectives/dependencies are identified, reported on, and managed.Develop a roadmap and manage a backlog of solutions that will drive innovation and deliver measurable and incremental value to the Programs and the customer experience.Critical Thinking and Analysis (40%)Collaborate with Operations and Customer Engagement leadership teams to identify measurements of success and key metrics that illustrate performance and progress towards critical program goals.Understand the end-to-end customer experience and analyze customer data and feedback to identify trends and insights that can be used to improve products, services, or processes.Utilize data to drive interventions, analyzing customer support data/metrics, identifying trends, developing action plans and solutions to improve the customer experience and drive continuous improvement.Investigate issues, conduct root cause analyses, identify opportunities for improvement, and address customer impacting concerns.Understand program reporting needs and develop and deliver critical and timely reporting, sharing critical customer experience data, metrics and voice of the customer feedback (e.g., qualitative and quantitative) on a regular basis.Stakeholder & Relationship Management (20%) Build strong relationships with the internal Program stakeholders; be a trusted advisor and the primary point of contact for Customer Engagement, including customer support, tech support and vendor management, to address new initiatives, questions, requests, and concerns through regular cadence touch points.Serve as the primary liaison between Program and Customer Engagement to coordinate and facilitate issue management during critical test administration windows.Drive organizational understanding of customer needs and pain points, support implementing brand-consistent solutions.Effectively solve ad-hoc customer issues as needed, interacting with Program, Customer Support, and other stakeholders, escalating customer issues as needed and identifying solutions/resources.About YouYou have:5+ years of experience in a client-facing, customer liaison, or account management role.A customer Experience and Call Center background (a plus)Demonstrated experience as an influential leader with a track record of managing relationships to drive business outcomes.Experience using innovative thinking and data to inform decisions and actions while adapting to changing conditions.Experience working well at all levels of the organization and adapts working styles to meet audience needs.A strong desire to learn & improve and experience leveraging feedback and performance levels to course correct.Comfort working in undefined situations and evidence of creating clarity and path forward.The ability to travel 4-6 times a year to College Board offices and/or vendors.Willingness to work non-standard hours, as needed, to support critical test delivery windows.About Our ProcessApplication review will begin immediately and will continue until the position is filledWhile the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week processAbout Our Benefits and CompensationCollege Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.The hiring range for a new employee in this position is $80,000 to $125,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.Your salary is only one part of all that College Board offers, including but not limited to: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 moreRecognition 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 responsibilityA job that matters, a team that cares, and a place to learn, innovate and thriveYou can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.#LI-DC1#LI-REMOTE