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The College Board Director, CSS Profile and IDOC in New York, Montana

Director, CSS Profile and IDOC
College Board - BigFuture

About the Team

The Financial Aid Products and Services is a close knit, dedicated group of 27 people with a passion for higher education. The team is committed to providing exceptional tools and customer support to students and colleges to facilitate awarding over $10 billion in financial aid each year. We pride ourselves on being innovative by continuously improving our products and services. The CSS Profile and IDOC team works closely with our broader teams for Institutional Methodology, Institutional Needs Analysis System, Net Price Calculator, and PowerFAIDS. We also partner with a variety of external vendors to support our products and customers.

About the Opportunity

As the Director of CSS Profile and IDOC, you're the product owner for financial aid tools that help over 400,000 students access need-based financial aid each year. You're a collaborative partner driving product innovation to exceed customer (students, parents, and colleges) expectations. You own and manage the yearly release and product operations with a focus on innovation, stability, and efficiency. You drive student access and help institutions by listening closely to users, collaborating across the team, implementing improvements, and ensuring stable systems and supports to help students through the process.

In this role, you will:

Product Release and Management (60%)

Collect inputs, analyze user needs, and develop business requirements for CSS Profile and IDOC. These activities may include user interviews, focus group, and cross-functional team concept development. Documentation of requirements may take the shape of business use cases, specifications, mock-ups, workflow charts and diagrams.
Assist other staff with their requirements documents as necessary by providing product knowledge, editorial assistance, and subject matter expertise.
Complete user acceptance and release testing.
Own, plan, maintain and develop the full product backlog including the list of requested enhancements.
Groom and prioritize the backlog for implementation of yearly business improvements to meet the goals of overall integrated product strategy.
Collaborate with other product owners (inside and outside the team), IT, and other external partners to achieve successful integrated planning and ensure on-time delivery as envisioned.

Product Strategy (20%)

Contribute to long term product roadmaps including technical transformation

Position the products for future success - stay ahead of higher ed and technology industry trends, know the customer base so well you predict their next need before they do, understand shifting Federal regulations; translate your knowledge into ideas to improve the products.

In-Market Product Operations (20%)

Drive development and procedures to meet key operational metrics such as uptime, customer satisfaction rates, customer service contact rate, completion rates, and service level agreement attainment
Respond to down systems and high priority customer service escalations
Represent the products with customers during webinars, conference presentations, user group sessions, and one-on-one

About You

You have:

5-7 years of direct, on-campus Financial Aid experience
Bachelor's degree
Significant knowledge of postsecondary financial aid administration, including federal requirements, institutional practices, delivery systems, and software products
Direct experience in product ownership, product or project management
An understanding of customer (student and school) needs with the ability to strategize and implement solutions while continuously improving operations and exceeding goals.
Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, both independently and as a member of the team

Adept problem-solving skills, including using data to inform decisions and actions
Excellent writing skills and ability to organize and document complex and detailed information in a clear and concise manner
Excellent communication skills, including facilitating meetings and presenting remotely and in-person to groups of 15 or more
Experience managing relationships with third-party resources, IT teams, or vendors
Knowledge of Institutional Methodology, CSS Profile, IDOC and/or PowerFAIDS (Preferred)

Digital Product development with cloud computing or SaaS experience (Preferred)
Demonstrated experience in the agile software development process (Preferred)
Demonstrated experience in gathering and transforming customer needs into an actionable product vision and requirements definition (Preferred)
Ability to travel 2-4 times a year for in-person meetings or professional development

About Our Culture

Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:

We are motivated to positively impact the educational and career trajectories of millions of students a year
We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard

We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women's Impact Network)
We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals
We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time