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Director, Knowledge Systems Enablement

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Location:
United States of America

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

80000.00 - 135000.00 USD / Year
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Job Description:

The College Board is seeking a Director of Knowledge Systems Enablement to lead the design and implementation of an integrated knowledge platform aimed at enhancing operational efficiency and customer experience within their remote operations team. This role is essential to build the technology foundation that powers how Operations creates, accesses, and uses knowledge across College Board. The Director of Knowledge Systems Enablement will lead the design and delivery of an integrated Operations Knowledge Platform that connects people, processes, and technology by improving findability, reliability, and performance across the organization. This platform will serve as the single source of truth for knowledge across Customer Engagement and Experience (CEE), Assessment Delivery Operations (ADO), and partnering operational functions while ensuring information is consistent, accessible, and actionable.

Job Responsibility:

  • Lead and Evolve the Operations Knowledge Platform Ecosystem (40%)
  • Enable Digital Integration and Operational Alignment (35%)
  • Drive Governance, Analytics, and Continuous Improvement (25%)
  • Serve as the connection point between Operations, Technology, and Content teams to ensure operational knowledge systems are aligned to customer journeys
  • Lead collaborative discovery and design sessions to identify user needs, define system requirements, including taxonomy, metadata, permissions, and integration needs
  • Analyze and document current workflows to identify opportunities for automation, optimization, and scalability
  • Translate business and user needs into technical requirements, process maps, and implementation plans
  • Oversee testing (UAT), deployment, and post-launch support for new Ops Knowledge system features, ensuring smooth adoption and stability
  • Partner with Technology and Operations teams to connect knowledge system(s) with operational platforms
  • Lead platform communication and change management for new releases, enhancements, and system updates
  • Build and sustain feedback loops with users and stakeholders to inform iterative improvements and prioritize enhancements
  • Collaborate with the Knowledge Manager and Knowledge Authors to ensure content structure, taxonomy, and governance align with system capabilities
  • Align operational taxonomy with enterprise taxonomy to ensure clean integration with ProductBoard, Backstage, GitHub and the corporate Confluence instance, as well as with CMS solutions
  • Manage the knowledge systems backlog, including enhancement intake, prioritization, and sprint planning
  • Monitor and report on key performance indicators such as uptime, adoption, and search effectiveness to drive ongoing optimization
  • Lead governance forums to align stakeholders on standards, improvements, and long-term system direction
  • Ensure system configuration, taxonomy, and metadata remain consistent across any connected platforms
  • Champion continuous improvement through data-driven decisions, system enhancements, and user-centered innovation

Requirements:

  • 7+ years of experience with knowledge base platforms or SaaS platforms, with demonstrated expertise in technical product enablement and business process optimization
  • Hands-on administration experience with one or more enterprise knowledge platforms (e.g., ServiceNow Knowledge, SharePoint, Confluence, Salesforce Knowledge, Zendesk Knowledge, Elasticsearch/Coveo)
  • Strong proficiency in business analysis practices, including data analysis, process modeling, user story development, prioritization, and root cause analysis
  • Experience using product and delivery tools such as Jira, Confluence, and/or ProductBoard to manage backlogs, requirements, and delivery workflows
  • Working knowledge of APIs, system integrations, and workflow automation to support scalable knowledge solutions
  • Demonstrated ability to design and implement knowledge technology solutions that align with and support broader organizational objectives
  • Experience operating in an agile delivery environment and partnering with both technical and non-technical stakeholders
  • Familiarity with AI- and ML-powered knowledge solutions, including chatbots, semantic search, and generative AI–enabled knowledge experiences
  • The ability to travel 4-5 times a year to College Board offices or on behalf of College Board business
  • 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
What we offer:
  • A meaningful career
  • A supportive team
  • A comprehensive package designed to help you thrive
  • Fair and competitive compensation
  • Salaries adjusted by location to ensure fairness
  • Open, transparent conversations about compensation, benefits, and what it’s like to work at College Board

Additional Information:

Job Posted:
January 11, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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