Product Support Manager, CS (Nursys Manager, CS)

National Council of State Boards of Nursing, Inc.; Chicago (IL); On-site; USD 72,000 - 83,000; Full time

Job summary

National Council of State Boards of Nursing, Inc. in Chicago seeks a Product Support Manager, CS (Nursys Manager) to lead the Consolidated Services team, overseeing daily operations, prioritizing work, and ensuring timely service delivery for Nursys programs.

You will develop staff, use data to optimize processes, monitor SLAs, and ensure regulatory compliance across NRBs, with opportunities to shape training and improve customer experiences for nursing regulators.

Qualifications

• Bachelor's degree in business or a related field is required.
• Minimum of five years in a similar role with supervisory experience.
• Strong organizational and critical-thinking skills.
• Experience using data and analytics to improve processes.
• Knowledge of databases and CRM systems.

Responsibilities

• Lead and supervise Consolidated Services Nursys Specialists, establishing work priorities and ensuring SLA compliance.
• Use KPIs, monthly reporting, efficiency reviews and AI tools to strengthen performance.
• Respond to Nursys.org helpdesk tickets and escalate complex data issues to the BA team.
• Analyze data, identify gaps and propose solutions from Data Integrity reports and NRB requests.
• Oversee training content, keep webpages current, and ensure NRB communications are clear.

Skills

Data analytics

Supervisory experience

CRM systems

Education

Bachelor's degree in business or related field

Tools

CRM software

Job description

Product Support Manager, CS (Nursys Manager, CS)

010 - 759 Consolidated Services Regular Full-Time Chicago, IL, US

2 days ago Requisition ID: 1161

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

STATUS: Full time / [Exempt status]

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 Nursys Group 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 ( Nursys Manager) supervises and develops Nursys 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 Consolidated Services (CS) Nursys Specialists, establishing work priorities, reinforces departmental procedures and ensures team is completing work within the agreed Service Level Agreement (SLA).
• Use Nursys 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 Nursys.org related helpdesk tickets and Speed Memos escalating complex data issues to Business Analyst (BA) team.
• Analyze data, identify gaps and recommend solutions by monitoring Data Integrity reports and reviewing questions and requests from Nursing Regulatory Bodies (NRBs).
• Maintain member agreements and ensure contractual obligations and policies are adhered to.
• Keep Nursys-related webpages and training and policy content current across NCSBN.org, Nursys.org and other applicable sites.
• Oversee compliance audits for NRBs for which NCSBN serves as the NPDB agent, 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 to the NRBs as needed
• Ensure system defects are reported, tested and resolved; assess operational impact and provide team workarounds when needed.
• Lead Nursys Education Sessions and short videos to address NRB 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.

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.