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About the Role

As Director, you will lead Workplace Experience (WX) across all three College Board offices, setting the standard for employee and visitor experiences. You will be a visible, hands-on leader, managing teams, holding vendors to standards, and making data-driven decisions. This role requires a warm, dependable, and credible leader who is comfortable rolling up their sleeves to ensure operational excellence and a positive workplace culture.

Responsibilities

Lead and manage the five WX team across New York, Reston and San Juan
Define aligned priorities and goals within the College Board five year plan with input from senior leaders
Set SMART goals across the entire team that reflect our priorities
Track and manage progress to goals, course-correcting as needed
Coach constantly to ensure that the experience for colleagues in every office reflects our standards
Maintain clear role charters, with primary, backup and support lines, so every work stream has an owner
Build staffing and vendor models that flex with peak days
Collaborate as a member of the Talent Leadership team, protecting confidential information and ensuring we work as One College Board
Travel to Reston and San Juan when a situation requires an on-site presence
Own the outcome and set the standard of the New York in-person experience from arrival to departure for staff and visitors
Be on the floor on Tuesdays and Wednesdays: greeting, solving problems, anticipating needs, and pitching in
Ensure retreats, board meetings and VIP visits are seamless
Serve as the senior escalation point for building management, security and executive stakeholders
Shape programming direction with purpose, prioritizing basics like lunch, snacks, and room setup
Ensure health, safety and emergency protocols are in place in all three offices
Establish policies for physical security and access control, space management, meeting support, and building and equipment standards
Work with tech colleagues to ensure that roles and responsibilities are clear and tech equipment works
Oversee special office programs and projects that run through the New York office
Steward the WX budget across all three offices, reviewing variances and deciding where to invest using data
Manage vendors, building management and maintenance teams, holding them to clear service standards
Work with Procurement on vendor contracts, and put documented SLAs and quarterly performance reviews in place for key vendors
Partner with the Office of the CEO, Finance and IT on priorities that depend on the onsite experience
Build and maintain the unified cross-location dashboard (attendance, spend, room usage, request volume, satisfaction)
Ensure regular pulse surveys and check-ins drive reporting and insight-generation
Benchmark best-in-class workplace and hospitality operations
Report monthly to the SVP and Talent on key metrics
Generate usable insights and recommendations for action with every report
Own all workplace platforms (Robin, Jira, Datawatch, etc.) and leverage them to deliver executive-ready utilization reports

Requirements

8–10 years managing teams in a high-volume, service-driven environment (hospitality, workplace experience, corporate services, events or similar), including experience leading supervisors or managers
Proven ability to drive performance and growth: set high expectations, deliver real-time, evidence-based feedback, and coach team members
Track record of delivering a consistent, high-quality in-office experience in a hybrid setting where attendance swings sharply by day
Experience managing vendors, contracts, property management and building teams, including holding partners to documented service standards and resolving escalations independently
Confidence engaging senior leaders and executives, advocating for operational needs and using good judgment under competing priorities
Budgeting skills and a data-driven orientation: ability to pull, analyze and present data and turn it into recommendations
Strong, proven expertise in facilities operations: contracts, insurance requirements, building security and emergency protocols
Sound judgment with confidential information
Ability to lift up to 50 lbs, stand for extended periods (up to 4 hours at a time), and occasionally bend, reach, or kneel
Authorization to work in the United States

Skills

Hospitality-forward, service-first mindset
"Nothing is beneath the role" attitude
Comfort with workplace tools such as Robin or similar booking platforms, Slack and AV systems
Clear and concise communication skills, written and verbal
Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions
Comfort with learning and applying new digital tools independently and proactively

Location

New York City

Work Type

In-person
Full-time

Experience Level

Director

Salary/Compensations

$100,000 - $130,000

About the Company

The Workplace Experience (WX) team creates environments where employees connect and collaborate to do their best work.
WX operates three offices (New York City, Reston, Virginia and San Juan, Puerto Rico) and ensures each is safe, welcoming and designed to support College Board’s work and mission.
WX is a culture-shaping function that supports how we attract, retain, and connect talent.
The work includes facilities, but it is centered on service, hospitality, and operational excellence.
College Board is a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market.