Manager, Programs: Operations

Ncarb • Washington, DC

3d • Hybrid

About The Position

The Manager I, Programs: Operations supports the Assistant Vice President’s leadership in the operations, implementation, outreach, and continuous improvement of NCARB programs, products, and services. Working collaboratively within the department and across the Council, this position leads and supports initiatives while contributing directly to day-to-day program and operational activities, enhancing program delivery and operational effectiveness, supporting strategic priorities, and advancing organizational objectives. The Manager I is responsible for strategic and operational program planning, coordination, implementation, and continuous improvement; program administration, assessment delivery, exam security activities; vendor and contract management, stakeholder engagement, and issue resolution. As a subject matter expert on NCARB programs, the Manager I provides guidance and support to staff, customers, volunteers, allied organizations, vendors, Member Boards, and other stakeholders.

Requirements

• Bachelor’s degree, or an equivalent combination of substantial related experience, training, and education.
• One or more years of leadership experience managing people and projects or leading cross-functional teams.
• Strong verbal and written communication skills, including the ability to provide high-quality customer service, deliver presentations, and adapt messaging for diverse audiences.
• Demonstrated proficiency with technology and a broad range of software applications, including Microsoft Office and Adobe PDF applications.
• Ability to quickly learn, adapt to, and effectively apply new technologies, systems, processes, policies, and practices.
• Proven ability to coordinate and manage multiple initiatives, projects, processes, and competing priorities simultaneously while maintaining accuracy and attention to detail.
• Understanding of basic statistical concepts and the ability to analyze and interpret quantitative and qualitative data, identify trends, and support data-informed decision-making.
• Demonstrated ability to work independently, exercise sound judgment, and take ownership of assigned responsibilities and outcomes.
• Experience overseeing vendor and consultant relationships, including contract administration and performance management.
• Candidates who are architects must hold a current license in at least one NCARB jurisdiction and meet all NCARB certification requirements.

Nice To Haves

• Experience applying Agile principles and practices to project and program management preferred.

Responsibilities

• Facilitate cooperation and teamwork throughout the organization.
• Provides prompt, courteous, expert, respectful, and responsive customer service to internal and external stakeholders.
• Embrace change and continuously evaluate/improve programs, processes, and policies.
• Contribute to the development of annual and long-range departmental plans.
• Contribute to the development and management of budgets and resource plans for assigned programs and initiatives.
• Lead or participate in assigned department- and Council-wide strategic initiatives.
• Engage with volunteers, vendors, consultants, and other experts to gather insights, share best practices, and inform planning and decision-making.
• Conduct research and analyze program operations, customer experience, assessment delivery, and exam security data to identify trends, findings, and opportunities for improvement.
• Evaluate emerging technologies, industry trends, risks, and opportunities; contribute to the implementation of related changes to technology, policies, procedures, and operational practices.
• Supervise assigned staff, including work planning, performance management, coaching, and professional development.
• Contribute to the development and management of work plans to support program goals and objectives.
• Keep supervisor informed of program and project status, progress, risks, and significant issues.
• Lead the coordination of activities across programs and functional areas to support the implementation of initiatives and organizational priorities.
• Contribute to the development, implementation, and enhancement of policies, procedures, systems, and operational practices.
• Create and utilize reports, dashboards, and performance metrics to evaluate outcomes and identify improvement opportunities.
• Manage assessment delivery activities, including administration, accommodations, policy compliance, and issue resolution.
• Manage exam security activities, including security monitoring, investigations, and intellectual property protection.
• Develop and maintain program-related resources, documentation, and standard operating procedures (SOPs).
• Maintain comprehensive knowledge of NCARB programs, products, services, policies, and requirements.
• Maintain expertise in service standards, operational requirements, and the systems and technologies used to support assigned programs and services.
• Support team and departmental priorities by providing assistance across programs and functional areas as needed.
• Serve as a subject matter expert on NCARB programs and deliver internal and external training, outreach, and stakeholder engagement activities.
• Contribute to the development of training, outreach materials, stakeholder resources, and program communications that translate complex information and support diverse audiences.
• Partner with other departments to provide program expertise and support customers, Member Boards, volunteers, and other stakeholders.
• Respond to and resolve escalated customer and Member Board concerns in a professional and timely manner; seek guidance on complex issues as needed.
• Serve as staff liaison to assigned committees, task forces, and workgroups.
• Serve as the primary point of contact for vendors and consultants; act as a liaison between vendors and internal stakeholders to support NCARB programs and services.
• Develop and maintain productive relationships with vendors and consultants.
• Manage contract administration and monitor compliance with contractual requirements, service standards, and program expectations; implement corrective actions as needed.
• Implement improvements to vendor and consultant performance and service delivery based on program needs and established expectations.

Benefits

• Competitive pay
• Medical, vision, and dental Benefits
• Paid parental leave
• Life and disability insurance
• 401k
• Tuition assistance
• All-staff outings and retreats
• Full access to LinkedIn Learning, supporting self-directed/curated professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Manager