Product Support Manager, CS (Nursys Manager, CS)

National Council of State Boards of Nursing•Chicago, IL

2d•Hybrid

About The Position

The Product Support Manager, CS (Nursys Manager, Consolidated Services) leads the daily activities of the Nursys Group for assigned programs and services. Reporting to the Senior Business Operations Manager, this role supervises and develops Nursys team members, sets operational priorities, monitors service-level performance, ensures regulatory and contractual compliance, and uses data and technology to improve service delivery. The position is based in Chicago, Illinois, with a hybrid schedule of two days per week onsite and three days per week remote. The role supports NCSBN’s work as an independent, not-for-profit organization that empowers and supports nursing regulators and protects the public through regulatory solutions, insights, and expertise. The Product Support Manager works to deliver accurate and timely services that advance nursing regulation and public protection.

Requirements

Bachelor’s degree in business or a related field.
Minimum of five years of experience in a similar role, including supervisory experience.
Demonstrated knowledge of best practices.
Strong organizational and critical-thinking skills.
Experience using data and analytics to improve processes.
Knowledge of databases and Customer Relationship Management (CRM) systems.

Responsibilities

Lead and supervise Consolidated Services Nursys Specialists, set work priorities, reinforce departmental procedures, and ensure work is completed 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 to Nursys.org helpdesk tickets and Speed Memos as needed, escalating complex data issues to the 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 followed.
Keep Nursys-related webpages, training content, 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 monitor whether participating NRBs remain current with required submissions.
Ensure enhancements undergo User Acceptance Testing (UAT) and are communicated to 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, recommending topics, coordinating session content, and ensuring training supports user and organizational needs.