Senior Specialist, AONL Professional Practice

American Hospital Association•Chicago, IL

1d•Hybrid

About The Position

The Senior Specialist, AONL Professional Practice serves as product owner and operational specialist for the American Organization for Nursing Leadership (AONL) Professional Practice digital products, including assessment products and the ROI Calculator, and supports the AONL Credentialing Center and its Certified Nurse Manager and Leader (CNML) and Certified in Executive Nursing Practice (CENP) certifications. Reporting to the Senior Director, Professional Practice, this role manages product operations from configuration and testing through member support, vendor coordination, data tracking, and continuous improvement. The position builds and maintains online assessments, resolves product and technology issues, and translates member and business needs into practical enhancements. The role also provides supplemental support for Professional Practice member-led groups alongside the Sr. Specialist, AONL Initiatives. It ensures products and programs are reliable, user-centered, well-documented, and delivered on schedule across competing priorities. The position is based in Chicago, with a flexible hybrid schedule of three days in the office and two days working remotely.

Requirements

Bachelor's degree in business administration, health care administration, information systems, informatics, communications, nonprofit or association management, or a related field.
At least 5 years of progressively responsible experience in digital product or program operations, online assessments, project management, association member services, certification or credentialing, or a related field.
Experience administering or owning online or SaaS platforms, including configuration, testing, troubleshooting, issue resolution, and vendor coordination.
Experience leading complex projects involving multiple stakeholders, concurrent priorities, and firm deadlines.
Experience providing direct customer or member support, including resolving technology-related questions for non-technical users.
Experience using operational or product data to track performance, identify trends, and drive continuous process improvement.
Advanced digital fluency and ability to learn and administer online assessment platforms, SaaS products, Microsoft 365, collaboration tools, and project management systems.
Strong product ownership and systems-thinking skills, including translating user and business needs into requirements, workflows, test scenarios, and prioritized enhancements.
Strong troubleshooting, root-cause analysis, quality assurance, and user acceptance testing skills, with exceptional attention to detail and data or configuration accuracy.
Excellent project management, organizational, and time-management skills, including the ability to manage multiple high-priority initiatives and meet deadlines.
Exceptional customer service and written and verbal communication skills, including the ability to explain technical concepts clearly to varied audiences.
Demonstrated innovation and continuous process improvement, including simplifying workflows, reducing manual effort, strengthening controls, and improving user experience.
Strong data literacy and analytical skills, including tracking metrics, maintaining accurate data, identifying patterns, and developing reports or dashboards.
Self-direction, sound judgment, accountability, adaptability, and relationship-building skills when working with staff, volunteers, subject matter experts, vendors, and other stakeholders.

Responsibilities

Own day-to-day product operations for AONL assessment products and the ROI Calculator, translating priorities into work plans, requirements, releases, and improvements aligned with senior leadership direction.
Build, configure, and maintain online assessments and related workflows, reporting, scoring, distribution, and access settings.
Plan and execute quality assurance, user acceptance, and regression testing; maintain test scripts and document defects, decisions, and resolutions.
Serve as the primary operational liaison with software and technology vendors, managing support tickets, priorities, timelines, releases, and escalations.
Provide customer service to AONL members and other product users by answering product and technical questions, investigating issues, communicating status, and coordinating resolution.
Develop and maintain standard operating procedures, user guides, FAQs, administrative documentation, training resources, and internal knowledge materials.
Track product usage, adoption, performance, support volume, issue trends, data quality, and other operational metrics; develop reports and recommendations.
Identify and implement opportunities for innovation, automation, standardization, and continuous process improvement.
Support maintenance and enhancement of the ROI Calculator, including change documentation, functional testing, subject matter expert coordination, and release readiness.
Support operations of the AONL Credentialing Center and CNML and CENP certifications, including member and candidate service, troubleshooting, data tracking, documentation, and certification initiatives.
Support the AONL Credentialing Center Steering Committee and related workgroups by coordinating meeting materials, action items, timelines, documentation, and follow-up.
Provide supplemental staff support to Professional Practice member-led groups, including meeting and project coordination, volunteer communications, action tracking, and delivery of work products.
Manage concurrent projects and deadlines with staff, subject matter experts, volunteers, and vendors; identify risks, dependencies, and next steps to keep work on schedule.
Perform other duties as assigned.