Manager, Disability Services

POSITION OVERVIEW

The Manager, Disability Services, will play a key role in assuring that unit goals and metrics are met by leading a team of specialists and overseeing the accurate and timely end-to-end processing of requests for test accommodations and delivery of approved test accommodations for NBME products and client examinations. The Manager, Disability Services, will consult and liaise with other units, and supervise day-to-day operations and problem solve for Disability Services.

RESPONSIBILITIES

• Plans, prioritizes, and delegates work tasks to ensure the necessary resources and tools are available for quality customer service delivery. When necessary, take ownership of critical work tasks to ensure timely, high-quality outcomes.
• Assigns and monitors workloads to drive high customer satisfaction levels. Develops, monitors, assures customer service or other operational metrics are met. Reviews and assesses customer service level agreements with cross-functional teams. Ensures the achievement and maintenance of agreed customer service levels and standards. Establishes and communicates service metrics; monitors and analyzes results for potential improvements in service.
• Develops operational procedures, policies, and standards. Enhances customer experiences by evaluating, designing and implementing new processes. Liaise with peers and directors to share best practices and knowledge to help define future strategies and processes, including universal design and accessibility principles and best practices.
• Conduct operational research; prepare reports; and conduct data warehouse queries as needed. Performs other duties and participates in projects as assigned.
• Participate in the creation and implementation of departmental policies and best practices that ensure efficient and accurate processing of requests and timely delivery of approved test accommodations.
• Serve as back up to director for internal and external meetings. Gather, analyze, and report data for reports, special projects, presentations and other duties as assigned.
• Develop and maintain effective policies, procedures, training deliverables and instructional materials. Review and update procedures and best practices. Ensure information for websites and knowledge bases are current and accurate.
• Hire, train, supervise, and coach staff to effectively and efficiently carry out all duties and responsibilities including; processing requests and providing appropriate telephone and written communication to customers; maintaining confidentiality in all interactions with examinees and third parties as well as with electronic record keeping and file management.
• Interface with test vendors. Ensure resolution of examinee questions and test accommodation delivery problems according to the policies and procedures.
• Provide subject matter expert customer service for escalated issues. Tracks and resolves escalated/outstanding issues with exam delivery vendor, internal and external resources.

QUALIFICATIONS

Skills and Abilities

• Superior interpersonal, analytical, verbal, and written communication skills.
• Demonstrated ability to lead and develop a team, including coaching, performance management, and fostering support and accountability.
• Ability to be proactive and solution oriented.
• Demonstrated ability to think and act strategically.
• Knowledge and experience using MS Office applications.
• Knowledge and experience using a Customer Relationship Management (CRM) system.
• Knowledge and experience working with a contact center telephony system and quality monitoring program.
• Demonstrated organizational ability and efficiency handling multiple details simultaneously.
• Strong attention to detail.
• Strong commitment to a team approach.
• Ability to analyze and/or create data-based research and basic statistical analysis.
• Desired: Experience managing others in a professional environment.

Experience

At least two years of related experience, preferably managing others in a professional environment

Education

Bachelor's degree or a combination of equivalent education and experience

About NBME

NBME is a not-for-profit organization that specializes in the creation o