Process Manager Jobs in Durham, NC (NOW HIRING)

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Full Time Raleigh, NC, US

7 days ago Requisition ID: 1101

Manager, APPLIED Exam Delivery and Data Management

Reports to:Senior Manager, Assessment Development and Delivery

Our Organization

We are a medical specialty certifying board serving anesthesiologists. Since 1938, we have been administering certification exams and today we take an innovative approach to continuing certification and learning. We foster practice standards that instill confidence and trust that board-certified anesthesiologists have the knowledge and skills to provide high-quality patient care. We are dedicated to elevating expertise in an evolving profession. Our mission is to advance the highest standards of the practice of anesthesiology. We work together with physician anesthesiologists to ensure they provide the best care possible for every patient, every day.

Position Description

The Manager, APPLIED Exam Delivery and Data Management, is responsible for leading the operational delivery and data-driven management of the ABA’s flagship certification exam to ensure accurate, timely, and secure administration across the exam lifecycle. This role supervises the APPLIED Exam Delivery Team; oversees exam registration operations and monitoring; manages candidate and capacity data to inform annual planning; and partners with internal stakeholders to execute event configuration and continuous improvement initiatives aligned with decisions and direction from the Board of Directors (BOD). This position requires strong analytical, data, and organizational skills, strict attention to detail, and strong written and oral communication skills.

Education

Bachelor’s degree or comparable work experience.

Skills

• Demonstrate a commitment to service and continually exhibit a customer service culture.
• Demonstrate dependability for own actions and their consequences, and for the performance of our functions and duties.
• Demonstrate flexibility in rapidly changing conditions.
• Ability to coordinate and manage multiple complex projects and processes simultaneously.
• Ability to manage and lead a team through stressful, high-stakes events.
• Ability to perform quality analysis procedures accurately and efficiently.
• Ability to communicate clearly and professionally.
• Ability to generate, interpret reconcile and report complex data.
• Excellent writing and proofreading skills.
• Excellent interdepartmental communication and teamwork.
• Demonstrated organizational skills.
• Flexibility in adapting to the working style and needs of other professionals.
• Demonstrated ability to work independently with minimal supervision.
• Proficiency with Microsoft Office software

Experience

• Minimum of five years of supervisory experience in a professional office setting.
• 3–5 years of experience supporting operational processes, program administration, testing services, certification programs, or similar customer-focused environments.
• Experience coordinating complex schedules, events, or multi-stakeholder projects with competing deadlines.
• Experience providing customer service and issue resolution in a high-volume environment.
• Experience working with databases, registration systems, CRM platforms, or testing management systems.
• Experience creating and maintaining process documentation, reports, and operational procedures.

Specific Responsibilities

APPLIED Exam Data, Registration, and Capacity Planning

• Owns end‑to‑end exam registration operations and ensures processes, timelines, and communications support a positive candidate experience.
• Develops and maintains delivery capacity models and forecasts inputs to support annual exam capacity planning, including monitoring examiner availability, utilization, and cancellation patterns.
• Leads and monitors tri‑annual registration cycles to confirm data quality, identify risks, and coordinate inter‑departmental risk mitigation plans.
• Establishes and executes routine quality assurance to maintain data integrity and document corrective action as needed.
• Leads exam data tracking across the full candidate journey from residency to certification, analyzing metrics, ensuring data consistency and producing operational reports for downstream decision making and recommendations to leadership.
• Partners with IT and other stakeholders to define requirements and implement improvements to registration, scheduling, and reporting workflows, ensuring policy alignment.
• Manages CRM exam configuration, registration systems, testing management systems and candidate databases that support registration and exam administration.
• Organizes and prepares tri‑annual Board of Directors (BOD) exam‑related reports and materials.
• Leads the new examiner recruitment and mentoring processes.

APPLIED Exam Delivery

• Provides managerial and operational oversight of exam delivery activities, ensuring consistent application of procedures and readiness checklists.
• Serves as escalation point for operational issues during exam administration and coordinates resolution across teams.
• Ensures appropriate exam security, confidentiality, and integrity controls are implemented and followed, including documentation of incidents and follow‑up actions.
• Leads post‑exam operational reviews and root‑cause analyses; prioritizes improvements and assigns follow‑up work to strengthen candidate experience.

Supervision

• Supervises team of two exam delivery staff members; sets performance expectations, provides coaching, and ensures cross‑coverage for critical exam functions.
• Promotes a culture of high performance, customer service, and quality assurance through regular check‑ins, goal‑setting, and clear documentation of standard operating procedures.
• Plans and manages staffing resources for high‑volume registration periods and exam administrations, ensuring training and coverage align with operational demand.
• Leads continuous improvement initiatives for exam operations, including prioritizing enhancements and coordinating implementation.
• Implements exam operational changes and updates procedures, training, timelines, system configurations, and communications as needed.
• Identifies opportunities to improve exam processes through data analysis, stakeholder feedback, and post‑exam reviews.

Special Requirements

• Work at onsite locations: six exam weeks throughout the year, including Sundays.
• Some Saturday workdays per year as needed.
• Ability to lift up to 30–40 pounds occasionally, as needed.
• Must be able to work onsite in Raleigh, NC, at least two days/week in addition to the six exam weeks.