Assistant Director, Accommodations Customer Care
Core
Lead resolution of sensitive and complex escalated cases for students with disabilities, ensuring responsive and accurate support throughout the accommodations process.
Role type
Senior IC customer care operations lead (disability accommodations)
Builds
Customer trust and accurate resolution of high-stakes accommodation cases for students, families, and educators
Domain
Education + Disability Services
Deliverable
client delivery
Required skills
Complex case resolution, SSD policy expertise, CRM system management, de-escalation techniques, data-driven decision making, cross-functional collaboration, Microsoft Office proficiency
Preferred skills
Familiarity with accommodations and disabilities, experience with emerging technologies and AI-driven tools
Responsibilities
Manage and resolve high-impact escalated cases involving students with disabilities; Apply judgment to navigate complex customer situations and determine appropriate resolutions; Execute time-sensitive operational processes including case research and test-day issue resolution; Identify recurring customer issues and operational pain points to inform process improvements; Collaborate across teams to improve workflows and customer outcomes
Seniority
Senior, hands-on IC