Assistant Director, Disability Services Customer Care

TALENT Software Services; Reston (VA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

College Board is seeking an SSD Customer Care Assistant Director to lead escalated cases and guide policy-based support for students with disabilities. This role emphasizes strong case management, stakeholder communication, and adherence to SSD timelines.

The position reports to the Director, SSD Customer Care and requires coordinating with SSD Program and SSD Experience to ensure high-quality service and continuous improvement across processes.

Qualifications

• 3-5 years leading complex customer issues
• Experience delivering high-quality support within SLAs
• Strong organizational and prioritization skills

Responsibilities

• Provide high-volume customer service and escalate when needed
• Become well-versed in SSD policy and processes
• Establish relationships with SSD Program and SSD Experience
• Communicate complex SSD policies via email and case statuses
• Work within aggressive timelines on sensitive accommodations
• De-escalate difficult interactions and make informed decisions
• Manage cases and research to close within timelines
• Learn SSD system applications for escalated cases
• Analyze root causes of escalations
• Support SSD organizational goals and process improvements
• Complete SSD pre- and post-administration processes
• Lead special projects as assigned

Skills

Customer service

Case management

Data-driven decisions

Relationship building

MS Office

Tools

Microsoft Office

Job description

College Board is seeking an SSD Customer Care Assistant Director to lead escalated cases and guide policy-based support for students with disabilities. This role emphasizes strong case management, stakeholder communication, and adherence to SSD timelines.

The position reports to the Director, SSD Customer Care and requires coordinating with SSD Program and SSD Experience to ensure high-quality service and continuous improvement across processes.