Product Support Manager, CS (Nursys Manager, CS)
Description
POSITION TITLE: Product Support Manager, CS (Nursys Manager, Consolidated Services)
STATUS: Full time / [Exempt status]
LOCATION: Chicago, Illinois (Hybrid: 2 days/week on-site, 3 days/week remote)
ABOUT NCSBN
The world leader in nursing regulatory knowledge, the National Council of State Boards of Nursing (NCSBN) is an independent, not-for-profit organization that empowers and supports nursing regulators. The organization protects the public and the trust in nursing through innovative regulatory solutions, insights and expertise. With its NCLEX® Examinations, Nursys® national licensure database and groundbreaking research, NCSBN attracts people who are passionate about what they do and driven by the knowledge that their work protects the public.
JOB SUMMARY
We are seeking an experienced people leader to join our Consolidated Services team managing the daily activities of the Product Support Team for assigned programs and services. The ideal candidate will bring strong organizational, critical-thinking and data-analysis skills, along with the ability to guide a team, improve processes and deliver accurate, timely service.
Reporting to the Senior Business Operations Manager, the Product Support Manager supervises and develops Product Support team members, establishes operational priorities, monitors service-level performance, ensures regulatory and contractual compliance, and uses data and technology to improve service delivery.
This is an exciting opportunity for a collaborative leader who enjoys developing employees, using data to improve operations and supporting services that advance nursing regulation and public protection.
RESPONSIBILITIES
- Lead and supervise Product Support Specialists, establishing work priorities, reinforces departmental procedures and ensures team is completing work within the agreed Service Level Agreement (SLA).
- Use Key Performance Indicators (KPIs), monthly reporting, efficiency reviews, audits and AI tools, as appropriate, to strengthen team performance and service delivery.
- Respond as needed to helpdesk tickets and Speed Memos escalating complex data issues to Business Analyst (BA) team.
- Analyze Data Integrity reports to identify gaps, address questions and requests and recommend solutions
- Maintain member agreements and ensure contractual obligations and policies are adhered to.
- Keep webpages, training materials and policy content current across NCSBN websites and other applicable sites.
- Oversee National Practitioner Data Bank (NPDB)-related compliance activities including registration, audit steps and ongoing compliance.
- Oversee discipline reporting and monitors whether participating Nursing Regulatory Bodies remain current with required submissions
- Ensures all enhancements are User Acceptance Testing (UAT) tested and communicated as needed
- Ensure system defects are reported, tested and resolved; assess operational impact and provide team workarounds when needed.
- Lead educational sessions and short form training resources to address user needs, including developing training agendas, recommendation of topics, coordinating session content, and ensuring training supports user and organizational needs.
QUALIFICATIONS
- Bachelor's degree in business or a related field required.
- Minimum of five years of experience in a similar role, including supervisory experience, required.
- Demonstrated knowledge of best practices, supported by strong organizational and critical-thinking skills.
- Experience using data and analytics to improve processes.
- Knowledge of databases and Customer Relationship Management (CRM) systems.
COMPENSATION AND BENEFITS
The anticipated starting salary for this position is $72,000 - $83,000 annually. Actual compensation will be dependent on a candidate’s relevant experience, skills, training, certifications/licenses, qualifications and geographical location.
NCSBN offers eligible employees a competitive benefits package that provides our team members with plan options to meet their individual needs. Review benefit details here:
TO BE CONSIDERED
Interested candidates are encouraged to 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.