Director, Quality Operations Management

POSITION OVERVIEW

The Director, Quality Operations Management provides leadership in directing the quality management activities of NBME programs and functions to promote the establishment and refinement of the seven Quality principles - customer focus, leadership, engagement of people, process, continuous improvement, evidence-based decision making and relationship management. This role involves creating and communicating a comprehensive vision for Quality across the organization, will support the setting of strategic/operational goals and KPIs, and foster a proactive mindset in operational decision-making. The Director ensures effective communication across organizational units and with external stakeholders, mentors and supports team members in Quality management practices, and appropriately supports vendor relationship management. Additionally, the Director maintains institutional knowledge, and advises senior management in strategic/operational decision-making and long-range planning.

This role is primarily remote, requiring minimal onsite attendance except for quarterly change-of-pace days, which are mandatory for all employees in the organization. While this role can be designated as remote, you are offered the flexibility to select if you prefer to work primarily remote, hybrid, or on-site. We're open to considering candidates within 50 miles of our office location in Philadelphia, PA.

Diversity, Equity, and Inclusion Statement

At NBME ®, we continue to innovate and improve how we fulfill the evolving needs of the health care community. This commitment starts and ends with the people at NBME. By recruiting and empowering talented individuals from various disciplines and backgrounds, which includes professionals with diverse life experiences, abilities, and perspectives, NBME can take a well-informed, robust approach to advancing medical education and assessment for years to come. We also continue to focus on ensuring that our DEI work is impactful and ingrained in everything we do, including with our staff, workplace culture, products and services, the Philadelphia community and the broader medical education landscape.

RESPONSIBILITIES

• Direct a team, providing guidance, support, prioritization, and performance feedback.
• Complete all managerial administrative responsibilities, including staff development and mentoring.
• Lead business, systems, technology, and statistical analyses to enhance NBME Quality.
• Identify and determine the scope of problems, creating innovative processes and services.
• Appropriately support NBME vendor relationship management.
• Maintain documentation on consensus policies and procedures, ensuring the archive of institutional knowledge.
• Oversee NBME's Incident Management process, and business-focused Root Cause Analyses.
• Initiate and direct communication with senior management and other stakeholders, providing expertise and obtaining consensus to support strategic/operational decision-making and long-range planning.
• Create thorough project plans, timelines, and reports aligned with NBME's strategic priorities.
• Deliver timely status and quality reports on operational services provided by external partners.
• Provide internal stakeholders with the data and tools needed for ongoing independent analyses.

QUALIFICATIONS

Skills and Abilities

• Proven leadership ability with experience in strategic/operational direction, tactical objectives, and staff development.
• Strong diagnostic skills for organizational performance and solution identification.
• Systematic thinking with a proactive and results-driven approach.
• Expertise in change management and group process facilitation.
• Strong knowledge of quality management systems and standards, including ISO 9000 and ISO 17024.
• Collaborative mindset with experience working across divisions, units, and levels.
• Advanced understanding of database design, data warehousing, and statistical software packages.
• Exceptional project management skills, including risk assessment and budget management.
• Excellent communication, negotiation, and problem-solving skills.

Experience

• 10 or more years of experience in Quality management or a related field.
• 5 or more years i