Chris Hagan
Sterling,VA
Summary
Dynamic Sr. Director with a proven track record at The College Board, driving operational efficiency and strategic alignment. Expert in cloud infrastructure management and team development, achieving $650K in annual savings through innovative automation. Adept at stakeholder engagement, fostering high-performing teams to deliver impactful results and enhance service delivery.
Overview
24
24
years of professional experience
Work History
Sr. Director, Content Operations
The College Board
Reston, Virginia
07.2023 - 04.2025
- Directed enterprise-scale operations and high-performing teams to drive innovation and streamline workflows.
- Championed cross-functional collaboration to achieve operational excellence and data-driven decision-making.
- Led modernization initiatives aligning technical execution with business priorities, fostering accountability and resilience.
- Managed AWS account for content operations, ensuring scalability through backend updates and security reviews.
- Designed JSON-based integrations linking CMS platforms to websites, improving data flow and functionality.
- Spearheaded automation across publication operations, achieving $650K in annual savings and 38% resource utilization increase.
- Mentored high-performing teams, promoting adaptability and continuous improvement through change initiatives.
Sr. Director, Publication Operations
The College Board
Reston, Virginia
10.2018 - 07.2023
- Directed enterprise-level publication operations, integrating strategic technologies to enhance user outcomes.
- Spearheaded initiatives that reduced scheduling cycles from eight weeks to two days.
- Designed solutions to streamline print workflows, aligning vendors and product requirements.
- Led cross-functional teams to achieve measurable results through automation and collaboration.
- Assessed vendor capabilities and negotiated contracts to optimize service delivery and reduce costs.
- Implemented quality assurance protocols, decreasing production errors by 95% and improving reliability.
- Transitioned legacy systems to cloud platforms, enhancing scalability and innovation.
- Developed tracking systems for performance visibility, contributing to $650K in annual savings.
Director, Data Collection
The College Board
Reston, Virginia
10.2016 - 10.2018
- Led data operations within Data Science Division, managing specialists to analyze and publish comprehensive datasets on enrollment, tuition, scholarships, and institutional metrics.
- Modernized legacy systems with cloud-based platforms and AWS tools to enhance scalability and efficiency.
- Designed workflows using Amazon Mechanical Turk for crowdsourced data validation, improving dataset completeness and accuracy.
- Transitioned data management from Access databases to AWS-hosted platforms, enhancing operational efficiency and accessibility.
- Deployed automated validation tools and integrated machine learning models to detect anomalies and accelerate processing timelines.
- Directed publication workflows aligned with organizational priorities for timely delivery of website updates and internal reporting.
- Collaborated with engineering, product, and analytics teams to improve usability of published data across stakeholder groups.
- Enhanced cross-functional collaboration to ensure precise delivery of critical datasets.
Director, Publication & Fulfillment Ops
The College Board
Reston, Virginia
07.2013 - 10.2016
- Directed publication and fulfillment operations, leading a team to optimize logistics and modernize workflows.
- Championed operational efficiency and vendor strategy to enhance service delivery and support enterprise goals.
- Streamlined publication logistics by aligning cross-functional teams, improving resource allocation, and increasing throughput.
- Accelerated deliverable timelines by 25% through proactive issue triage and agile workflow implementation.
- Evaluated vendor capabilities and negotiated service-level agreements for timely delivery and quality assurance.
- Integrated digital tools and automated processes to improve tracking and reduce errors across publication lifecycles.
Associate Director, Publication Operations
The College Board
Reston, Virginia
01.2011 - 07.2013
- Streamlined publication operations, boosting workflows and enhancing delivery processes.
- Automated publication processes, decreasing manual adjustments by 40%.
- Deployed reporting dashboards for real-time updates, improving stakeholder communication.
- Mentored team members on advanced tools, raising productivity by 18%.
- Directed initiatives aligning publication logistics with organizational goals for improved results.
Lead Customer Care Specialist
The College Board
Reston, Virginia
10.2006 - 01.2011
- Managed customer care operations to resolve escalated cases and enhance service protocols.
- Handled 95% of high-stakes cases involving SAT score disputes and legal issues.
- Designed standardized escalation processes, reducing resolution times by 30%.
- Supervised cross-functional teams to optimize communication and enhance operational efficiency.
- Achieved 92% customer satisfaction rate through post-resolution surveys.
Emergency Medical Technician (EMT)
Harrisonburg Rescue Squad
Harrisonburg, Virgina
09.2001 - 08.2006
- Executed emergency medical care and rapid response, assessing patient conditions, providing treatment, and maintaining compliance with medical protocols.
Education
Bachelor of Science - Integrated Science & Technology
James Madison University
Harrisonburg, VA01.2003
Skills
- Incident response and risk management
- Cloud infrastructure management
- Data integration solutions
- Team development and mentorship
- Operational efficiency and resilience
- Strategic product delivery
- Service and systems transformation
- Governance, compliance, and audit readiness
- High-performing team leadership
- Executive reporting and stakeholder engagement
- Workflow automation and service optimization
- Security protocols
Training
- AWS Cloud Practitioner Essentials
- Harvard Online Manager Mentor Training
- Management Skills, Learning Tree
- SharePoint Business Intelligence Reporting, Learning Tree
- SharePoint Designer 2007 & 2010, Learning Tree
- InfoPath Form Development, Learning Tree
References
References available upon request.
Timeline
Sr. Director, Content Operations
The College Board
07.2023 - 04.2025
Sr. Director, Publication Operations
The College Board
10.2018 - 07.2023
Director, Data Collection
The College Board
10.2016 - 10.2018
Director, Publication & Fulfillment Ops
The College Board
07.2013 - 10.2016
Associate Director, Publication Operations
The College Board
01.2011 - 07.2013
Lead Customer Care Specialist
The College Board
10.2006 - 01.2011
Emergency Medical Technician (EMT)
Harrisonburg Rescue Squad
09.2001 - 08.2006
Bachelor of Science - Integrated Science & Technology
James Madison University
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