Program Manager II

State of North Carolina

3d • Onsite

About The Position

The Director of Vital Records is a senior leadership role responsible for overseeing the operations of the vital records office, vital events data quality, stakeholder relationship management, and driving technology modernization initiatives. This position functions as both an operational executive and a systems strategist, ensuring that the Office’s business, customer service, and technology ecosystems work seamlessly to deliver high-quality products and services. The role demands a leader who can think in terms of enterprise systems—integrating business processes, technology solutions, and customer experience—while understanding and interpreting laws, maintaining compliance, data integrity, and fiscal responsibility. The North Carolina Office of Vital Records (NCOVR) is a branch within the North Carolina State Center for Health Statistics (NCSCHS) and reports to the SCHS Section Chief.

Requirements

• Bachelor’s degree from an appropriately accredited institution and five (5) years of experience in the program area of assignment, including two years of supervisory program experience OR An equivalent combination of training and experience.

Nice To Haves

• Demonstrated experience leading complex, technology-enabled operations involving multiple enterprise systems (e.g., case management, document management, CRM, or point of sale).
• Proven experience to apply systems thinking and data-driven decision-making to improve performance, efficiency, and customer experience.
• Executive-level experience leading large teams through organizational change or technology modernization, fostering innovation and accountability.
• Experience in process improvement or business operations optimization, such as Lean, Six Sigma, or similar methodologies.
• Demonstrated experience managing stakeholder relationships across diverse sectors (e.g., hospitals, local government, or other health and human services partners).

Responsibilities

• Operational and Strategic Leadership:
• - View operations through both a public service and business lens—recognizing that certificates are a high-volume, revenue-generating product requiring efficiency, consistency, and customer satisfaction.
• - Balance operational performance with innovation, ensuring modernization efforts are aligned with fiscal constraints and public accountability.
• - Provide strategic direction and leadership for the North Carolina Office of Vital Records, ensuring adherence to statutory and regulatory requirements, policies, and best practices.
• - Oversee the daily operations of vital records functions, including birth and death registration, issuance of certificates, and data maintenance.
• - Lead team of managers in administering the work of more than 80 employees.
• - If designated as State Registrar, fulfill the statutory responsibilities for registration, certification, and preservation of North Carolina vital records in accordance with state and federal requirements.
• - Engage with the Section and branch managers on projects spanning SCHS and divisional priorities and initiatives.
• - Understand and interpret the laws related to vital events to guide decision-making and project implementation.
• Quality Assurance and Compliance:
• - Champion data as a strategic asset, ensuring policies and systems support the highest standards of accuracy, security, and trust.
• - Implement quality assurance measures to ensure the accuracy, completeness, and integrity of vital records data.
• - Monitor compliance with statutory, regulatory, and contract requirements, accreditation standards, and data security protocols.
• - Implement DPH initiatives to maintain Public Health Accreditation Board (PHAB) status
• Process Improvement:
• - Apply systems thinking and business process analysis to anticipate challenges across people, process, and technology dimensions, and design sustainable, scalable solutions.
• • Identify opportunities for process improvement and operational efficiencies within the vital records department.
• • Develop and implement initiatives to streamline workflows, reduce processing times, and enhance customer service.
• Modernization:
• • Oversee a complex ecosystem of technology platforms including point of sale, case management, document and records management, customer contact center, AI-assisted reporting and customer interaction, and Power BI analytics.
• • Drive cross-functional coordination to ensure technology investments deliver measurable improvements in service delivery, data accessibility, and customer satisfaction.
• • Partner with IT and data governance teams to ensure modernization aligns with enterprise architecture and public health data strategy.
• • Assess current capacity, identify gaps and inefficiencies, and develop and implement a roadmap for improvements.
• • Lead efforts to develop reports and dashboards to communicate key performance indicators and metrics related to vital records operations and modernization initiatives.
• Training and Development:
• • Cultivate a systems-minded culture where every staff member understands how their role connects to the broader ecosystem of customer experience, compliance, and performance metrics.
• • Lead efforts to develop training programs and resources to enhance staff skills and knowledge in vital records management and technology utilization.
• • Oversee the training program and quality thereof for use of the North Carolina Database Application for Vital Events (NCDAVE) and NCOVR Portal.
• Strategic Partnerships:
• • Engage with partners as part of a statewide ecosystem that reports, certifies, and utilizes vital events data, ensuring shared accountability and efficiency.
• • Develop and implement a communications strategy and plan for stakeholder engagement.
• • Interface with public health entities statewide and nationally (i.e., NAPHSIS, ASTHO, NCALHD, etc.) to represent SCHS

Benefits

• The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees