Join Us

• Manage, coordinate and communicate with client-facing, product and technology teams across the organization, managing information and activities in a centralized system. Ensure client facing teams and all other business functions communicate effectively working in collaboration to consistently deliver upon strategic goals and client centered objectives. Recommend, implement and manage tools and technologies to deliver, measure, and improve customer experience.
• Collaborate with a cross functional team to develop the overall client experience strategy for customers throughout various lifecycle stages throughout the organization.  Develop and map streamlined customer journey across all products, services and brands. Build strong relationships with key stakeholders and communicate a compelling vision of the future of customer experience and service.
• Establish and implement the NBOME client-facing technology, data and analytics needed to provide a 360-degree view of the customer experience and capabilities needed to meet current and future needs.  Develop and implement an analytics framework to routinely measure customer experience KPIs, customer feedback and success metrics.
• Create a culture of problem solving, strategic thinking and customer-focused orientation amongst the various team members in all areas that support the customer experience. Reduce system silos and gaps to improve customer experience outcomes.  Identify opportunities of process improvement to benefit overall business outcomes from investments in customer experience.

Qualifications include:

• A Bachelor’s degree or equivalent work experience, Master’s preferred.
• Demonstrated understanding of emerging customer experience/interaction channels and technology including customer support technologies, CRM, chat, etc. and a demonstrated strategic ability to plan, execute and achieve performance metrics with regular and agile goal setting. Proficient in Microsoft Applications (Word, Excel and PowerPoint), CRM, customer support system.
• 5+ years in customer experience (minimum 2 years of direct supervision) with a focus on customer onboarding, retention improvements, customer journey mapping and management, process improvement or strategy where the primary function is to improve, track, measure or influence consumer and/or customer engagement.
• Experience recommending and implementing creative solutions to drive increases in customer satisfaction, engagement and retention, and demonstrated problem-solving and negotiation skills in a fast-paced environment
• Experience with and understanding of the physician journey from undergraduate medical education through graduate medical education and into practice preferred.
• Strong interpersonal skills, verbal and written communication and presentation skills to create cross-functional collaboration.

Please submit a resume summarizing your qualifications to Human Resources by email at HRadmin@nbome.org. NBOME is an E-Verify participant. The NBOME is an Equal Opportunity Employer that complies with applicable state and local laws governing nondiscrimination in employment in every location in which the organization has facilities.

Personnel/Departmental Management:

• Directly supervise Managers, Database Administrators, Project Managers, and technical support members in the department and meet regularly with the IT Infrastructure Team to assess staff and systems performance in the achievement of individual and departmental team goals.
• Manage the interactions and performance of staff to insure a collaborative and cohesive team to result in reliable operations.
• Participate regularly with the IT Leadership Team to insure departmental and organizational project goals are advanced and met.

Strategic planning:

• Lead, support, and guide the strategic technology infrastructure and security needs of the NBOME in addition to systems engineering, network, desktop, data center infrastructure, and cloud-based technology.
• The Director explores and advises the VP/CIO on industry, professional, and national trends on the management of information, cybersecurity, test and database security, disaster recovery and business continuity, and overall technology innovation.
• Connects with the VP/CIO and NBOME Executive Leadership Team regularly on IT project governance and prioritization.

Security Operations:

• Oversee and implement cybersecurity programs and operations to ensure the protection of important NBOME data assets.
• Provide security guidance to all staff to ensure the proper levels of awareness are instilled in NBOME staff.

Qualifications include:

• Bachelor’s degree required with a degree in IT or Computer Systems-related or cybersecurity certifications, or equivalent combination of experience and education plus technology certifications considered.
• Minimum of 10 year’s working in a technology management position, preferably overseeing managers and technical staff with responsibilities for departmental and organizational IT infrastructure and security decision-making and budgets.
• Experience with educational testing environments preferred. Should have experience with planning and implementation of large-scale data installations. Strong understanding of accounting principles and financial report standards (ASC 606) and internal controls.
• Prefer specific experience with at least six of the following: VMware virtualization, Cisco switching and networking, security and firewalls, SAN data storage, vulnerability and intrusion detection monitoring, Windows and Linux server administration, Microsoft/Azure 365, IT compliance auditing, copper and fiber network planning, and wireless networking. Experience with working with internally developed systems preferred.

Please submit a resume summarizing your qualifications to Human Resources by email at HRadmin@nbome.org. NBOME is an E-Verify participant. The NBOME is an Equal Opportunity Employer that complies with applicable state and local laws governing nondiscrimination in employment in every location in which the organization has facilities.