College Board

Compensation

Full Description

Operations Knowledge Manager College Board - Operations Location: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). Type: This is a full-time position About the Team College Board Operations Division is a best-in-class digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers, annually. The Operations team is leading exciting work to advance customer experience using innovative solutions, emerging technologies, and integrated products to enhance the end-to-end delivery of digital assessments and all aspects of customer support. The Knowledge, Learning & Operational Effectiveness team collaborates across all operational functions to design and deliver integrated solutions that power our core operations. Our mission is to create a connected ecosystem that supports College Board digital experiences, enabling operational efficiency and exceptional customer outcomes. From backend systems to educator-facing content, every solution we deliver is purposefully crafted to enhance the customer journey, ensuring seamless, intuitive, and impactful interactions at every stage. About the Opportunity The Operations Division is transforming how information moves across people, systems, and processes to make knowledge a core driver of efficiency and digital maturity. The Operations Knowledge Manager serves as the command center for operational knowledge, ensuring that information is accurate, current, and integrated into the tools and workflows that support day-to-day operations. This role owns the end-to-end lifecycle of operational knowledge by building the processes, governance, and accountability that keep Operations aligned with product, policy, and system changes. Through cross-functional partnerships, the Knowledge Manager ensures that updates move smoothly from design to delivery so staff can act with confidence and consistency. By connecting content, processes, and systems for reuse, self-service, and AI enablement, this role helps drive digital transformation across Operations, creating a smarter, more connected environment that improves both employee efficiency and customer experience. In this role, you will: Manage the end-to-end Knowledge Lifecycle (40%) Own the end-to-end lifecycle of operational knowledge, from creation and review to approval, publication, and archival. Define and manage clear ownership, workflows, and SLAs to ensure accountability across all content areas. Partner with Knowledge Authors and subject matter experts to capture and update information as products, policies, and processes evolve. Contribute operational insights (content usage patterns, user feedback, etc.) to inform enhancements to taxonomy, metadata, and tagging standards. Track content freshness and lifecycle performance to drive proactive updates and prevent information decay. Advance Process Efficiency and Digital Scalability (35%) Design and implement repeatable processes that embed knowledge creation and updates into product and policy workflows. Streamline content workflows through automation and smart templates that reduce manual effort and increase reuse. Analyze content and usage data to identify gaps, redundancies, and opportunities for digital optimization. Contribute to initiatives that support self-service, intelligent search, and AI-enabled knowledge experiences. Enforce Quality, Governance, and Readiness (25%) Enforce governance standards that ensure operational content is accurate, trusted, and aligned with organizational policy. Maintain dashboards and reporting to measure content health, adoption, and usage trends. Facilitate knowledge councils and stakeholder forums to align on customer journey, design, taxonomy, governance, and priorities. Partner with business and technology leaders to anticipate future knowledge needs and readiness requirements. Drive continuous improvement by identifying and implementing measurable enhancements in quality, accessibility, and user satisfaction. About You To qualify for this role, you must have: 7+ years’ experience in knowledge base platforms, or SaaS platforms with demonstrated experience in technical product enablement and business process optimization Hands-on administration experience with one or more knowledge platforms (e.g. ServiceNow Knowledge, SharePoint, Confluence, Salesforce Knowledge, Zendesk Knowledge, Elasticsearch/Coveo, etc.) Proficiency in business analysis tools and techniques (data analysis, process modeling, user story creation, prioritization, root cause analysis) Experience using collaboration and planning tools such as Jira, Confluence, or ProductBoard. Familiarity with APIs, integrations, and workflow automation Strong influencing skills to drive change and adoption while constructively challenging the status quo Strategic thinker with strong business acumen, able to connect knowledge technology to organizational goals Excellent interpersonal skills, with strong verbal and written communication Highly detail-oriented, deadline-driven, and accountable for delivering high-quality results Experience working in an agile environment and partnering across technical and non-technical teams Familiarity with AI/ML-powered knowledge solutions (chatbots, semantic search, generative AI) The ability to travel 3-4 times a year to College Board offices or on behalf of College Board business All roles at College Board require: A passion for expanding educational and career opportunities and mission-driven work Authorization to work in the United States for any employer Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort learning and applying new digital tools independently and proactively. Clear and concise communication skills, written and verbal A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input. A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking. A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success. About Our Process Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days. While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks. What We Offer At College Board, we offer more than just a paycheck—we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation, grounded in your qualifications, experience, impact, and the market. A Thoughtful Approach to Compensation The hiring range for this role is $80,000-125,000. Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board. We aim to make our best offer upfront—rooted in fairness, transparency, and market data. We adjust salaries by location to ensure fairness, no matter where you live. You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more. #LI-Remote #LI-NM1 College Board reaches more than 7 million students a year, helping them navigate the path from high school to college and career. We’re a mission-driven, not-for-profit membership organization dedicated to excellence in education. Founded 125 years ago, we are committed to clearing a path for all students to own their future. We pioneered programs like the SAT® and AP® to expand opportunities for students and help them develop the skills they need. Our BigFuture® program helps students plan for college, pay for college, and explore careers. Learn more at cb.org. Clearing a path for all students to own their future. At College Board, our work is guided by four Operating Principles, and we seek team members who not only align with these principles but actively live them out in their day-to-day work. Prioritize and Simplify – We focus on what matters most, reduce complexity, and move quickly when needed. Say and Receive – We give and receive feedback candidly and kindly, welcoming growth and healthy debate. Go for Greatness – We pursue excellence using data, iteration, and bold thinking to raise the bar. Lead as One College Board – We build a culture of trust, inclusion, and shared responsibility for long-term impact. In addition to a competitive salary and benefits, we offer: Annual bonuses and opportunities for merit-based raises and promotions A mission-driven workplace where your impact matters A team that invests in your development and success Learn more about College Board’s Operating Principles, Our Remote-first Workplace Policy, Benefits, Recruiting Process and More. College Board is proud to be an equal opportunity employer. We’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.