Product Support Manager, CS (Nursys Manager, CS)

National Council of State Boards of Nursing•Chicago, IL

2d•$72,000 - $83,000•Hybrid

About The Position

The Product Support Manager (Nursys Manager) leads the daily activities of the Nursys Group within Consolidated Services for assigned programs and services. Reporting to the Senior Business Operations Manager, this role 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. The position calls for a collaborative leader who can develop employees, improve operations through data, and support services that advance nursing regulation and public protection. The role is based in Chicago, Illinois, with a hybrid schedule of two days per week on-site and three days per week remote. It is full-time and exempt. The anticipated starting salary is $72,000–$83,000 annually, with actual compensation dependent on relevant experience, skills, training, certifications or licenses, qualifications, and geographical location. NCSBN offers eligible employees a competitive benefits package with plan options to meet individual needs; specific benefits are not listed in the posting.

Requirements

Bachelor's degree in business or a related field.
At least five years of experience in a similar role, including supervisory experience.
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.

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 as needed to Nursys.org helpdesk tickets and Speed Memos, 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 Nursing Regulatory Bodies remain current with required submissions.
Ensure enhancements are User Acceptance Testing (UAT) tested and 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.