Product Support Manager, Consolidated Services

POSITION TITLE: Product Support Manager, Consolidated Services (Nursys Team)

STATUS: Full time / Exempt

LOCATION: Chicago, Illinois (Hybrid: 2 days/week on-site, 3 days/week remote)

ABOUT NCSBN

The National Council States Boards of Nursing (NCSBN) is an independent, not-for-profit organization through which nursing regulatory bodies act and counsel together on matters of common interest and concern affecting public health, safety and welfare, including the development of nursing licensure examinations. Our mission empowers and supports nursing regulators in their mandate to protect the public.

JOB SUMMARY

We are seeking a talented manager to join our Consolidated Services team. The ideal candidate will bring value to the team by managing the daily activities of the Nursys group of Consolidated Services for assigned programs and services.

Reporting to the Consolidated Services Director, the Nursys Manager will lead and develop Consolidated Services team members, manage accurate and timely completion of assigned services and provide accurate, prompt and professional expertise to NCSBN departments by leveraging skilled resources.

This role is an exciting opportunity for an individual looking to utilize their management experience, while working for an organization committed to advancing nursing regulation and policy worldwide!

RESPONSIBILITIES

• Provides leadership to CS Specialists I and II by ensuring the team is following all processes and procedures and completing work within the agreed SLA through monthly reporting and process audits, while fostering a continuous improvement culture utilizing advanced program knowledge and analytical skills.
• Analyzes team and product performance, ensures deliverable are in accordance with SOPs and plans, and creates improvement plans to streamline processes and improve quality. Performs audits on SOPs to ensure compliance to policies and procedures.
• Leads partnership with IT Department and product teams to represent and communicate member product and support requirements, identifies product enhancements that benefit users and provides training as needed on new product features.
• Maintains member agreements and identifies data issues with members as well as system updates and replacements. Ensures contractual obligations are met and policies are adhered to.
• Ensures the team follows the established data integrity processes and collaborates with members to ensure data integrity goals are met.
• Partners with the Director of Consolidated Services to identify, coordinate, implement, and support tasks related to Nursys.
• Manages the Nursys data and escalates trending data gaps to the Business Analyst (BA) team to address with the Nursing Regulatory Body (NRB) and ensures compliance with the Data Restriction policy.
• Performs other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in business or related field with 5 years of experience in a similar role, or a combination of equivalent experience and education
• Experience managing a team of 3 or more employees
• Demonstrable knowledge of best practices using strong organizational and critical thinking
• Strong verbal and written communication skills
• Experience using data and analytics to improve processes
• Professional interpersonal skills
• Strong analytical and communication skills
• Proficiency in MS Office, understanding of databases, Web, HTML, and CRM.

TO BE CONSIDERED
Interested candidates must submit their resume as soon as possible.

The National Council of State Boards of Nursing (NCSBN) is an equal employment opportunity employer. Decisions affecting employment are considered without regard to disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected characteristic.