Client Experience Leader | Hybrid Role | Elevate Service

National Board for Certification in Occupational Therapy, Inc; Gaithersburg (MD); Hybrid; USD 85,000 - 95,000; Full time

Benefits offered by this job

35-hour work week

Over 30 paid days off per year

Paid medical insurance

Matched 401K and discretionary profit‑

Annual bonus and salary adjustments

Life insurance and disability coverage

Voluntary benefits: vision, term life,

Job summary

NBCOT is seeking a Client Experience Manager to lead the Client Management team within Credentialing Services. The role ensures high-quality client support across the certification lifecycle, resolving inquiries and overseeing exam administration, eligibility reviews, and timely processing.

Responsibilities include establishing performance standards, coaching staff, and driving improvements to enhance customer experience while maintaining compliance and operational efficiency.

Qualifications

• High school diploma or equivalent required; associate’s degree or higher preferred.
• Demonstrated experience in enhancing customer service operations and implementing tools and technology.
• Experience in tracking and analyzing metrics to inform decisions, implement improvements, and develop team members.

Responsibilities

• Lead the Client Management team, defining structure, priorities and decision-making.
• Monitor performance metrics and drive continuous service delivery improvements.
• Collaborate with test administration partners and other teams to ensure accuracy and compliance.
• Coach and develop team members, set clear goals, and manage workflows across the department.

Education

High school diploma or equivalent

Associate degree or higher preferred

Tools

CRM systems

Microsoft 365

Job description

NBCOT is seeking a Client Experience Manager to lead the Client Management team within Credentialing Services. The role ensures high-quality client support across the certification lifecycle, resolving inquiries and overseeing exam administration, eligibility reviews, and timely processing.

Responsibilities include establishing performance standards, coaching staff, and driving improvements to enhance customer experience while maintaining compliance and operational efficiency.