NBME

Role Description The B2B Customer Solutions Team at NBME is seeking a Technical Customer Support Specialist to support our exam delivery platforms and assessment products. In this role, you will be the first point of contact for medical educators, administrators, and examinees, guiding them through our platforms and ensuring a seamless testing experience. You'll provide support before, during, and after exams by: - Troubleshooting technical issues - Responding to inquiries related to exam procedures, policies, and best practices - Delivering timely, solution-oriented assistance This is a weekend-focused role with some weekday hours, making it a great fit for someone seeking flexible or non-traditional work schedules. Available Schedule - Tuesday 5:00 AM–12:00 PM - Wednesday 5:00 AM–12:00 PM - Saturday 8:00 AM–8:00 PM - Sunday 8:00 AM–8:00 PM Note: Flexibility to work additional hours based on business needs is required. 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, NBME can take a well-informed, robust approach to advancing medical education and assessment for years to come. Responsibilities Technical & Test Day Support - Provide technical assistance across exam delivery platforms, portals, and applications for both high- and low-stakes assessments. - Assist customers with system compatibility checks and troubleshoot issues related to login access, system compliance, connectivity, and exam launches. - Deliver real-time, test-day phone support by diagnosing and resolving both technical and non-technical issues during high-stakes exam administrations. - Collaborate with IT teams, business partners, test vendors, and cross-functional teams to troubleshoot and resolve issues. Customer & Operational Support - Guide users via phone and email through all phases of the test administration lifecycle (pre-test, test day, post-test) for both remote and in-person proctoring. - Respond to routine inquiries regarding exam assessments, procedures, policies, and best practices. - Investigate and resolve issues related to exam ordering, registration, rosters, scheduling, score posting, and other administrative processes. - Review test-day incident reports (IRs), identify issues requiring follow-up, and escalate or assign reports to appropriate staff as needed. - Perform operational support tasks in accordance with established policies, procedures, and timelines. - Build and maintain strong customer relationships through prompt, professional communication. Documentation & Continuous Improvement - Accurately document customer interactions, troubleshooting steps, and resolutions in Salesforce; monitor and follow up on open issues to ensure timely and effective resolution. - Contribute to and maintain support documentation, including troubleshooting guides, knowledge base articles, and manuals. - Collaborate with internal teams to ensure documentation reflects current system functionality and workflows. - Participate in user acceptance testing (UAT) for system updates and enhancements. - Share customer feedback and identify recurring issues to support ongoing process improvement. Qualifications - Excellent written and verbal communication skills. - Strong problem-solving abilities with a customer-first mindset. - Ability to troubleshoot and resolve technical issues in real-time. - Familiarity with exam delivery platforms and remote/in-person proctoring tools (preferred but not required). - Quick learner with the ability to adapt to new systems and technologies. - Proficiency in Windows, macOS, iPads, and major browsers. - Experience with Salesforce or similar CRM systems. - Familiarity with ServiceNow, JIRA, or similar tools for issue escalation. - Proficiency in Microsoft Office and screen capture tools (e.g., SnagIt). - Comfortable working both independently—especially during solo weekend shifts—and collaboratively within a team. - Demonstrated willingness to develop in-depth knowledge of NBME's assessment products, platforms, and services. Requirements - Minimum of 3 years in a technical support or customer service role. - Experience supporting assessment products, software, or digital platforms in a technical environment. - Background in educational technology, assessment tools, or online testing platforms is a plus. Education - Bachelor's Degree or equivalent technical training and work experience. Benefits - Healthcare, Dental, Prescription, and Vision plans - 401(k) w/match - Tuition Reimbursement Plan - Commuter Benefit: Public Transit or Parking options - Remote Friendly Workplace Compensation The compensation we are offering for this position is at $50,981-$63,726/year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate's qualifications and experience, department budget, and an internal equity review. Company Description NBME is a not-for-profit organization that specializes in the creation of assessments and learning tools for physicians and health professionals. Our mission is to advance assessment of these professionals to achieve optimal care for all, supporting the development of a highly effective, diverse and compassionate health care workforce. Founded in 1915, NBME develops and manages the United States Medical Licensing Examination® with the Federation of State Medical Boards. We offer a comprehensive portfolio of assessment products for every stage of the medical school journey and provide assessment services to various health profession organizations. We are dedicated to advancing innovative assessment approaches through research, collaboration and contributions to the medical education and assessment communities. In 2024, we expanded our assessment capabilities to include simulation through the acquisition of MedVR Education. NBME believes that a key path to meeting our mission is collaborating with and supporting our communities. Our Community Collaborations and Contributions programs provide resources and recognition to medical educators and researchers advancing the field of assessment throughout their careers. In addition, we invest in fee assistance, scholarships and pathway programs to aid learners and help support increased representation in health care. Headquartered in Philadelphia, NBME also gives to local organizations that advance health equity and access and positively impact social determinants of health. NBME is an Equal Opportunity Employer. We will consider all qualified applicants for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

Role Description 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. - Plans, prioritizes, and delegates work tasks to ensure the necessary resources and tools are available for quality customer service delivery. - 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. - 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. - 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 - 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. Requirements - At least two years of related experience, preferably managing others in a professional environment. - Bachelor's degree or a combination of equivalent education and experience. Benefits - Healthcare, Dental, Prescription, and Vision plans. - 401(k) w/match. - Tuition Reimbursement Plan. - Commuter Benefit: Public Transit or Parking options. - Remote Friendly Workplace.

Role Description The Strategy Manager at NBME® is responsible for facilitating and at times leading elements of planning and strategy management across the organization. The incumbent will work closely with leaders across the organization throughout the strategy planning and execution governance process including preparing for and coordinating key meetings with executive leadership. This individual will partner with colleagues across functions to foster alignment with the strategy. This role has been designated as primarily remote, meaning it requires little to no onsite attendance. While this role can be designated as remote, you are offered the flexibility to select if you prefer to work primarily remotely, hybrid, or onsite. We're open to considering candidates within 50 miles of our office location in Philadelphia, PA. Responsibilities - Manage strategy planning and execution governance process by preparing for and coordinating Strategy Refresh processes and Strategy Review Meetings (SRMs), as well as managing necessary communication after each meeting. - Partner with subject matter experts across the organization to gather relevant data and compile analysis to create the strategy review reports. - Ensure the quality and consistency of performance analysis submitted by objective teams. - Take the lead and key facilitator role in specified tasks allocated as part of the Office of Strategy Management (OSM), e.g., strategy-related communications, measuring progress toward strategic objectives. - Lead thinking in content or process improvement/development for specifically assigned tasks. - Develop, drive and/or influence execution of change management activities for strategic initiatives and other organization-wide changes. - Provide consultation and expertise on organization-wide change activities leveraging NBME change management principles. - Partner with other functions on strategy alignment and other strategic initiatives, e.g., Enterprise Risk Management. - Project manage all phases of special and/or new initiatives as assigned to set timelines and quality standards, engaging appropriate program and operational areas as necessary. - Coordinate closely with other units within OSM. Qualifications - Strategic thinking - Ability to understand and make connections to NBME business markets, products and customers - Superb written and verbal communication skills - Excellent meeting and process facilitation - In-depth process improvement experience - Strong data analytics (quantitative and qualitative) and presentation skills - Ability to influence without authority - Ability to work in an agile, flexible environment with multiple competing priorities Requirements - Minimum 7 years experience in roles with progressive responsibility - 3-5 years experience in project management, strategic planning, and change management - In-depth experience working directly with, influencing, and facilitating decision making processes of executive teams. Education - Bachelor's degree or equivalent combination of education and experience. Benefits - Healthcare, Dental, Prescription, and Vision plans - 401(k) w/match - Tuition Reimbursement Plan - Commuter Benefit: Public Transit or Parking options - Remote Friendly Workplace Compensation The compensation we are offering for this position is at $105,965-$130,000/year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate's qualifications and experience, department budget, and an internal equity review. Company Description NBME is a not-for-profit organization that specializes in the creation of assessments and learning tools for physicians and health professionals. Our mission is to advance assessment of these professionals to achieve optimal care for all, supporting the development of a highly effective, diverse and compassionate health care workforce. Founded in 1915, NBME develops and manages the United States Medical Licensing Examination® with the Federation of State Medical Boards. We offer a comprehensive portfolio of assessment products for every stage of the medical school journey and provide assessment services to various health profession organizations. We are dedicated to advancing innovative assessment approaches through research, collaboration and contributions to the medical education and assessment communities. In 2024, we expanded our assessment capabilities to include simulation through the acquisition of MedVR Education. NBME believes that a key path to meeting our mission is collaborating with and supporting our communities. Our Community Collaborations and Contributions programs provide resources and recognition to medical educators and researchers advancing the field of assessment throughout their careers. In addition, we invest in fee assistance, scholarships and pathway programs to aid learners and help support increased representation in health care. Headquartered in Philadelphia, NBME also gives to local organizations that advance health equity and access and positively impact social determinants of health.

POSITION OVERVIEW The Quality Operations Management unit within the NBME's Operations Management department, a division of NBME's Assessment Operations group, is currently seeking a Quality Operations Analyst to provide leadership in developing data analytics to inform business decisions, performing quality operation research to mitigate customer impacts, and driving continuous improvement. This role has been designated as primarily remote, meaning it requires little to no onsite attendance. While this role can be designated as remote, you are offered the flexibility to select if you prefer to work primarily remotely, hybrid, or onsite. We're open to considering candidates within 50 miles of our office location in Philadelphia, PA. At NBME, we continue to innovate and improve how we fulfill the evolving needs of the healthcare 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. RESPONSIBILITIES - Leveraging tools like R or Python, analyze and interpret complex data sets, and generate reports for stakeholder consumption, including senior leaders in the organization. - Collaborate with internal cross-functional teams to address quality issues, and support collaboration with external vendors involved in NBME's core assessment operations. - Participate in and/or lead quality improvement initiatives, including incident management and root cause analysis process. - Provide training and mentoring on process improvement and quality performance. - Develop and analyze metrics for quality improvement initiatives - Define key system performance indicators and lead quality assurance process for both internal functions and services provided by partner organizations QUALIFICATIONS Skills and Abilities - Excellent analytic skills, attention to details, and a commitment to error-free work. - The ability to analyze data and prepare presentations/reports suitable for senior leadership. - Excellent communication skills. - The ability to work collaboratively in a team or project environment and lead same when asked. - The ability to leverage facts and data to make recommendations around operational decision making. - Understanding of business/organizational theory. - Understanding of Quality Management models. - Understanding of Process Improvement models. - The ability to mentor junior staff within the unit. Experience - 4-7 years of related experience - 3+ years of data querying languages (e.g. SQL), scripting languages (e.g. Python) or statistical/mathematical software (e.g. R, SAS, Matlab, etc.) experience - Six Sigma Green Belt Education - Bachelor's degree or equivalent experience. Advanced degree in relevant field may be desired. About NBME NBME is a not-for-profit organization that specializes in the creation of assessments and learning tools for physicians and health professionals. Our mission is to advance assessment of these professionals to achieve optimal care for all, supporting the development of a highly effective, diverse and compassionate health care workforce. Founded in 1915, NBME develops and manages the United States Medical Licensing Examination® with the Federation of State Medical Boards. We offer a comprehensive portfolio of assessment products for every stage of the medical school journey and provide assessment services to various health profession organizations. We are dedicated to advancing innovative assessment approaches through research, collaboration and contributions to the medical education and assessment communities. In 2024, we expanded our assessment capabilities to include simulation through the acquisition of MedVR Education. Learn more on NBME's website. NBME's Community Collaborations and Contributions NBME believes that a key path to meeting our mission is collaborating with and supporting our communities. Our Community Collaborations and Contributions programs provide resources and recognition to medical educators and researchers advancing the field of assessment throughout their careers. In addition, we invest in fee assistance, scholarships and pathway programs to aid learners and help support increased representation in health care. Headquartered in Philadelphia, NBME also gives to local organizations that advance health equity and access and positively impact social determinants of health. Compensation we are offering for this position is at $102,670 - $128,338/year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate's qualifications and experience, department budget, and an internal equity review. The NBME offers competitive salaries, excellent benefits, and a rewarding work environment. Excellent Benefits include: Healthcare, Dental, Prescription, and Vision plans; 401(k) w/match, Tuition Reimbursement Plan, Commuter Benefit: Public Transit or Parking options. Remote Friendly Workplace. NBME is an Equal Opportunity Employer. We will consider all qualified applicants for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

POSITION OVERVIEW NBME® is seeking a Director, Customer Success to provide NBME customers, partners, and other stakeholders with proactive and personalized care related to the use of NBME's portfolio of products and services. The Director, Customer Success leads a team that supports each stage of the customer's journey and serves as the primary point of contact for medical schools and health professions organizations. The Director also works closely with internal and external stakeholders to help inform the development of and improvements to services and products, as well as ensures that NBME's assessment offerings are aligned with NBME's mission, overall strategy, financial objectives, and brand. This includes but is not limited to engaging NBME's stakeholders at all levels, including existing, potential, and new organizational customers, and ensuring ongoing compliance of contract (service) terms for associated products and services. This role has been designated as primarily remote, meaning it requires little onsite attendance. While this role can be designated as remote, you are offered the flexibility to select if you prefer to work primarily remotely, hybrid, or onsite. We're open to considering candidates in the following states, though local candidates will be prioritized: Delaware, Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Maryland, Michigan, New Jersey, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, and Virginia. At NBME, we continue to innovate and improve how we fulfill the evolving needs of the healthcare 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. RESPONSIBILITIES - Effectively lead customer success team to achieve customer satisfaction, programmatic, business, and strategic goals. Build and maintain a high performing team through effective hiring, goal setting, rewards, team building and performance management activities. - Lead sales and account management functions to drive customer satisfaction, business, revenue, and mission outcomes. Identify low and declining use customers, engage with clients to identify any concerns or reasons for lack of use, and provide solutions to drive greater customer success and value attainment. Create and implement strategies and tactics to support the sales and customer success funnels. - Collaborate effectively with NBME Outreach, Product Management, Marketing and Communications, Business Operations, and the Customer Services and Resource Center teams to identify and effectively meet customer needs spanning NBME's portfolio of products and services. The Director of Customer Success will represent the voice of the customer/partner across all functional domains and ensure the strategic needs of customer/partners are being included as part of short and long-term unit, project, and portfolio roadmaps. - Provide leadership to proactively and, when necessary, reactively resolve programmatic and customer service issues including the interpretation and application of program policies and practices and the resolution of problems and concerns. - Manage customer and stakeholder committees, liaison activities, and outreach to various markets and stakeholders (such as health-care societies and organizations, educational institutions, faculty, students, and residents) NBME serves. - Create, maintain, and expand external relationships with domestic and international medical schools and other critical stakeholder and customer groups to help inform product management about current and future needs for services and products provided to medical schools. - Represent NBME at various conferences and stakeholder meetings. QUALIFICATIONS Skills and Abilities - Expertise in developing and participating in strategic initiatives to drive customer satisfaction, utilizing insights, voice of the customer data, analytics, and customer journey mapping to understand and improve customer experience. - Excellent communication and presentation skills, with the ability to deliver program-related information in an organized, informative, and engaging manner. - Strong accessibility and responsiveness to stakeholders, effectively resolving routine and non-routine problems or triaging them to appropriate units, and providing effective solutions to complex customer experience issues. - Proficiency in analyzing sales data, identifying trends, and making data-driven decisions. Experience with CRM systems (e.g., Salesforce) and sales analytics tools to manage and analyze customer data. Skilled in creating comprehensive sales reports and dashboards to monitor performance and inform strategic decisions. - Proficiency in staying current on high-stakes testing, educational innovation, medical education, and or medical licensure issues, and sharing knowledge with staff for continuous improvement. - Competence in preparing and monitoring program budgets, ensuring efficient and cost-effective use of resources, and developing processes and protocols for global market services. - Experience in planning, documenting, and implementing strategic initiatives, conducting analysis of program performance, and providing summary reports to senior management and program governance. - Advisory skills for executive leadership on solutions to improve productivity and customer engagement, partnering with internal groups to meet service level expectations, and representing the Medical School Program in customer journey incident resolution and with external stakeholders. Experience - 10+ years of experience in medical education, higher education administration, academic program leadership, assessment, or a similar industry with transferable skills in strategic planning, stakeholder engagement, and customer experience. - 5+ years of experience leading cross-functional teams to operationalize and deliver on product requirements. - 5+ years of successful stakeholder engagement and or sales experience. Education - Bachelor's degree required; Master's degree preferred - Pragmatic Marketing certified preferred About NBME NBME is a not-for-profit organization that specializes in the creation of assessments and learning tools for physicians and health professionals. Our mission is to advance assessment of these professionals to achieve optimal care for all, supporting the development of a highly effective, diverse and compassionate health care workforce. Founded in 1915, NBME develops and manages the United States Medical Licensing Examination® with the Federation of State Medical Boards. We offer a comprehensive portfolio of assessment products for every stage of the medical school journey and provide assessment services to various health profession organizations. We are dedicated to advancing innovative assessment approaches through research, collaboration and contributions to the medical education and assessment communities. In 2024, we expanded our assessment capabilities to include simulation through the acquisition of MedVR Education. Learn more on NBME's website. NBME's Community Collaborations and Contributions NBME believes that a key path to meeting our mission is collaborating with and supporting our communities. Our Community Collaborations and Contributions programs provide resources and recognition to medical educators and researchers advancing the field of assessment throughout their careers. In addition, we invest in fee assistance, scholarships and pathway programs to aid learners and help support increased representation in health care. Headquartered in Philadelphia, NBME also gives to local organizations that advance health equity and access and positively impact social determinants of health. Compensation we are offering for this position is at [$144,240 - $190,000]/year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate's qualifications and experience, department budget, and an internal equity review. The NBME offers competitive salaries, excellent benefits, and a rewarding work environment. Excellent Benefits include: Healthcare, Dental, Prescription, and Vision plans; 401(k) w/match, Tuition Reimbursement Plan, Commuter Benefit: Public Transit or Parking options. Remote Friendly Workplace. NBME is an Equal Opportunity Employer. We will consider all qualified applicants for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

POSITION OVERVIEW NBME® is seeking a Director, Customer Success to provide NBME customers, partners, and other stakeholders with proactive and personalized care related to the use of NBME's portfolio of products and services. The Director, Customer Success leads a team that supports each stage of the customer's journey and serves as the primary point of contact for medical schools and health professions organizations. The Director also works closely with internal and external stakeholders to help inform the development of and improvements to services and products, as well as ensures that NBME's assessment offerings are aligned with NBME's mission, overall strategy, financial objectives, and brand. This includes but is not limited to engaging NBME's stakeholders at all levels, including existing, potential, and new organizational customers, and ensuring ongoing compliance of contract (service) terms for associated products and services. This role has been designated as primarily remote, meaning it requires little onsite attendance. While this role can be designated as remote, you are offered the flexibility to select if you prefer to work primarily remotely, hybrid, or onsite. We're open to considering candidates in the following states, though local candidates will be prioritized: Delaware, Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Maryland, Michigan, New Jersey, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, and Virginia. At NBME, we continue to innovate and improve how we fulfill the evolving needs of the healthcare 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. RESPONSIBILITIES - Effectively lead customer success team to achieve customer satisfaction, programmatic, business, and strategic goals. Build and maintain a high performing team through effective hiring, goal setting, rewards, team building and performance management activities. - Lead sales and account management functions to drive customer satisfaction, business, revenue, and mission outcomes. Identify low and declining use customers, engage with clients to identify any concerns or reasons for lack of use, and provide solutions to drive greater customer success and value attainment. Create and implement strategies and tactics to support the sales and customer success funnels. - Collaborate effectively with NBME Outreach, Product Management, Marketing and Communications, Business Operations, and the Customer Services and Resource Center teams to identify and effectively meet customer needs spanning NBME's portfolio of products and services. The Director of Customer Success will represent the voice of the customer/partner across all functional domains and ensure the strategic needs of customer/partners are being included as part of short and long-term unit, project, and portfolio roadmaps. - Provide leadership to proactively and, when necessary, reactively resolve programmatic and customer service issues including the interpretation and application of program policies and practices and the resolution of problems and concerns. - Manage customer and stakeholder committees, liaison activities, and outreach to various markets and stakeholders (such as health-care societies and organizations, educational institutions, faculty, students, and residents) NBME serves. - Create, maintain, and expand external relationships with domestic and international medical schools and other critical stakeholder and customer groups to help inform product management about current and future needs for services and products provided to medical schools. - Represent NBME at various conferences and stakeholder meetings. QUALIFICATIONS Skills and Abilities - Expertise in developing and participating in strategic initiatives to drive customer satisfaction, utilizing insights, voice of the customer data, analytics, and customer journey mapping to understand and improve customer experience. - Excellent communication and presentation skills, with the ability to deliver program-related information in an organized, informative, and engaging manner. - Strong accessibility and responsiveness to stakeholders, effectively resolving routine and non-routine problems or triaging them to appropriate units, and providing effective solutions to complex customer experience issues. - Proficiency in analyzing sales data, identifying trends, and making data-driven decisions. Experience with CRM systems (e.g., Salesforce) and sales analytics tools to manage and analyze customer data. Skilled in creating comprehensive sales reports and dashboards to monitor performance and inform strategic decisions. - Proficiency in staying current on high-stakes testing, educational innovation, medical education, and or medical licensure issues, and sharing knowledge with staff for continuous improvement. - Competence in preparing and monitoring program budgets, ensuring efficient and cost-effective use of resources, and developing processes and protocols for global market services. - Experience in planning, documenting, and implementing strategic initiatives, conducting analysis of program performance, and providing summary reports to senior management and program governance. - Advisory skills for executive leadership on solutions to improve productivity and customer engagement, partnering with internal groups to meet service level expectations, and representing the Medical School Program in customer journey incident resolution and with external stakeholders. Experience - 10+ years of experience in medical education, higher education administration, academic program leadership, assessment, or a similar industry with transferable skills in strategic planning, stakeholder engagement, and customer experience. - 5+ years of experience leading cross-functional teams to operationalize and deliver on product requirements. - 5+ years of successful stakeholder engagement and or sales experience. Education - Bachelor's degree required; Master's degree preferred - Pragmatic Marketing certified preferred About NBME NBME is a not-for-profit organization that specializes in the creation of assessments and learning tools for physicians and health professionals. Our mission is to advance assessment of these professionals to achieve optimal care for all, supporting the development of a highly effective, diverse and compassionate health care workforce. Founded in 1915, NBME develops and manages the United States Medical Licensing Examination® with the Federation of State Medical Boards. We offer a comprehensive portfolio of assessment products for every stage of the medical school journey and provide assessment services to various health profession organizations. We are dedicated to advancing innovative assessment approaches through research, collaboration and contributions to the medical education and assessment communities. In 2024, we expanded our assessment capabilities to include simulation through the acquisition of MedVR Education. Learn more on NBME's website. NBME's Community Collaborations and Contributions NBME believes that a key path to meeting our mission is collaborating with and supporting our communities. Our Community Collaborations and Contributions programs provide resources and recognition to medical educators and researchers advancing the field of assessment throughout their careers. In addition, we invest in fee assistance, scholarships and pathway programs to aid learners and help support increased representation in health care. Headquartered in Philadelphia, NBME also gives to local organizations that advance health equity and access and positively impact social determinants of health. Compensation we are offering for this position is at [$144,240 - $190,000]/year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate's qualifications and experience, department budget, and an internal equity review. The NBME offers competitive salaries, excellent benefits, and a rewarding work environment. Excellent Benefits include: Healthcare, Dental, Prescription, and Vision plans; 401(k) w/match, Tuition Reimbursement Plan, Commuter Benefit: Public Transit or Parking options. Remote Friendly Workplace. NBME is an Equal Opportunity Employer. We will consider all qualified applicants for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

POSITION OVERVIEW NBME is recruiting for a Manager, Examinee Accommodations that will lead a team of Disability Assessment Analysts and assure the accurate and timely review of clinical documentation supporting requests for test accommodations and evidence-based decision-making. This position will also be responsible for supporting ongoing innovations related to the provision and/or delivery of accommodations and services to examinees taking the United States Medical Licensing Examination (USMLE®) or the Health & Wellness Coach Certifying examination. This role has been designated as remote, meaning it requires little to no onsite attendance. While this role can be designated as remote, you are offered the flexibility to select to work primarily remotely, hybrid, or onsite. We're open to considering candidates within 50 miles of our office location in Philadelphia, PA. 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. KEY COMPETENCIES - Strategic Leadership & Vision: Sets and communicates a clear, forward-looking vision for examinee accommodations that aligns with NBME's mission and the evolving assessment landscape. Translates strategy into actionable and measurable outcomes. - Change Management & Organizational Agility: Leads the team effectively through complexity and change, balancing innovation with operational stability. Anticipates impacts of policy, process, and system changes; engages stakeholders to drive adoption and continuous improvement. - Cultural Competence, Equitable & Inclusive Leadership: Demonstrates deep commitment to diversity, equity, inclusion and accessibility principles. Applies a level of high emotional intelligence and leads with empathy, fairness, and unbiased decision-making in high-stakes environments. - Stakeholder Management: Builds, sustains, and leverages strategic relationships with internal partners, legal counsel, external vendors, stakeholders, and other organizations. - Collaborative: Creates an effective team environment often in a virtual setting; demonstrated ability to build and maintain trust and respect. - People Leadership & Talent Development: Leads, develops and retains a high-performing team of disability professionals. Sets clear expectations and provides ongoing coaching and feedback. Invests in staff development and workload management to ensure operational excellence and sustainable team performance. RESPONSIBILITIES - Independently review and render final decisions for complex accommodation requests for the USMLE® and other NBME-administered examinations, while also providing subject-matter expertise, consultation, guidance, and secondary review support to the Disability Assessment Analysts to ensure consistency, quality, and defensibility of decisions. - Articulate policies and procedures regarding test administration for examinees with disabilities. - Support the development and management of departmental budget. - Oversee and manage processes related to our expert disability consultants. - Hire, train, supervise, and coach Disability Assessment Analysts to effectively and efficiently manage caseloads and carry out all duties and responsibilities for reviewing accommodation requests and making data-based decisions. Ensure timely audit, review, and decision-making processes. - Ensure that staff positively and effectively interface with examinees, medical school personnel, professional evaluators, and others in order to maximize examinee satisfaction. - Represent NBME with disability and testing organizations, medical schools, and stakeholder groups to foster collaboration, shared best practices and organizational allyship. - Monitor and utilize current developments in research and best practices in disability assessment and accommodations within the context of higher education and professional licensure examinations. DELIVERABLES - Assure efficient, courteous, economical, and prompt handling and resolution of examinee requests for test accommodations. - Approve appropriate test accommodations. - Ensure information for websites and other resources are current and accurate. - Provide leadership in assessment, medical education and licensure communities through presentations at professional meetings and contributions to professional literature. - Ensure accurate and confidential data-based record keeping of disability requests. - Develop operational procedures, policies, and standards for documentation review; implement quality control procedures for efficient and timely processing and delivery of test accommodations. - Assist with development of customer service surveys and operational metrics. Monitor and analyze data to inform process improvements and ensure unit quality and customer service standards are consistently met or exceeded. - Collaborate with vendors to maintain or improve customer service. Manage and resolve escalated issues. - Provide subject matter expertise for escalated issues; track and resolve escalated/outstanding issues in collaboration with internal and/or external resources. - Partner with in-house and outside legal counsel on disability issues, complying with regulatory requirements and litigation requests. QUALIFICATIONS Skills and Abilities - Specialized knowledge of best practices in assessment and accommodation of physical and mental impairments, including disorders of cognition, learning, attention, behavior, emotion, sensory perception (vision/hearing/tactile), communication, and mobility. - Specialized knowledge of professional disability documentation requirements and practices. - Understanding of legal and regulatory requirements and compliance practices and procedures regarding disability accomodations. - Superior written and oral communication skills. Experience - A minimum of 5 years of applicable experience. - Advanced knowledge and experience using psycho-educational, psychological, or neuropsychological assessment instruments. - Advanced knowledge and experience using current diagnostic criteria for cognitive disorders, specific learning disorders, attention disorders, and other psychiatric disorders, including anxiety and depressive disorders. Education - Doctoral degree (Ph.D., M.D., J.D, Ed.D) Compensation we are offering for this position is at $114,970 - $143,700/year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate's qualifications and experience, department budget, and an internal equity review. About NBME: NBME is a not-for-profit organization that specializes in the creation of assessments and learning tools for physicians and health professionals. Our mission is to advance assessment of these professionals to achieve optimal care for all, supporting the development of a highly effective, diverse and compassionate health care workforce. Founded in 1915, NBME develops and manages the United States Medical Licensing Examination® with the Federation of State Medical Boards. We offer a comprehensive portfolio of assessment products for every stage of the medical school journey and provide assessment services to various health profession organizations. We are dedicated to advancing innovative assessment approaches through research, collaboration and contributions to the medical education and assessment communities. In 2024, we expanded our assessment capabilities to include simulation through the acquisition of MedVR Education. Learn more on NBME's website. NBME's Community Collaborations and Contributions NBME believes that a key path to meeting our mission is collaborating with and supporting our communities. Our Community Collaborations and Contributions programs provide resources and recognition to medical educators and researchers advancing the field of assessment throughout their careers. In addition, we invest in fee assistance, scholarships and pathway programs to aid learners and help support increased representation in health care. Headquartered in Philadelphia, NBME also gives to local organizations that advance health equity and access and positively impact social determinants of health. NBME offers competitive salaries, excellent benefits, and a rewarding work environment. Benefits include: Healthcare, Dental, Prescription, and Vision plans; 401(k) w/match, Tuition Reimbursement Plan, Commuter Benefit: Public Transit or Parking options. Remote Friendly Workplace. NBME is an Equal Opportunity Employer. We will consider all qualified applicants for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

POSITION OVERVIEW As Associate Vice President of Enterprise Architecture (AVP, EA) you will lead the technical architecture mission and strategy for the organization, ensuring our enterprise architecture evolves in step with our business strategy, assessment product roadmaps, internal staff needs, and emerging technologies. To achieve this, you will partner with business and IT leaders to shape the next generation of NBME business capabilities and technology that enables them. And you will consider how solutions integrate into our current and future enterprise landscape. This role has been designated as primarily remote, meaning it requires little to no onsite attendance. While this role can be designated as remote, you are offered the flexibility to select if you prefer to work primarily remotely, hybrid, or onsite. We're open to considering candidates residing in the following states: DE, NJ, MD, PA, or VA Diversity, Equity, and Inclusion Statement At NBME, we continue to innovate and improve how we fulfill the evolving needs of the healthcare 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. - ABOUT THE ENTERPRISE ARCHITECTURE TEAM The Enterprise Architecture (EA) team plays a strategic role in enabling NBME's business outcomes by aligning technology standards and decisions with organizational goals. EA provides guidance that maximizes value to NBME through cost-effective, secure, and sustainable technology solutions. The team fosters collaboration and flexibility across IT and business units, promoting practical governance that supports innovation and agility. Enterprise Architects set clear technology guardrails and help establish reusable solutions and patterns that improve architectural integrity and efficiency. They also encourage experimentation and adoption of emerging technologies while balancing enterprise-wide priorities with specific business and technology needs. RESPONSIBILITIES - Align architecture with strategy: Develops and maintains relationships with key business leaders across the organization to align technology strategy and standards with NBME's strategic goals and assessment product roadmaps. - Govern architecture with guardrails, not gates: Develops and maintains enterprise architecture frameworks, patterns, and standards which function as guardrails for implementation teams. Strikes the right balance between ensuring compliance with architectural standards and making tactical exceptions to ensure flexibility required for innovation and optimal business outcomes. Responsible for application policy and architecture governance processes. - Enable agile delivery: Leads a team of architects embedded within Agile business capability development teams to guide them on the design of solutions within the EA guardrails, ensuring balance between enterprise consistency and team autonomy. - Accelerate experimentation: Facilitates proof of concept work to solve difficult problems and collaboratively create practical reusable components. Influences the community to gain support for their use. - Mentor and upskill talent: Provides mentorship and guidance to architects and technical staff. - Evolve the tech stack: Evaluates and recommends new technologies and tools to enhance enterprise capabilities. - Champion Innovation and Emerging Technologies: Provides strategic leadership in identifying, evaluating, and adopting emerging technologies (e.g., AI, NLP, ML) to strengthen NBME's product capabilities, platform evolution, and business process transformation. - Advance engineering excellence: Contributes to the definition and execution of DevSecOps and MLOps practices that support secure, automated, and high-velocity delivery. - Integrate data as an asset: Influence the design operational and analytical data architectures and integration strategies. - Leverage strategic partnerships: Maintains relationships with strategic technology vendors. Engages with vendors to understand strategic offerings and alignment with NBME's future requirements and roadmaps. QUALIFICATIONS Skills and Abilities - Exceptional leadership abilities with high emotional intelligence, ability to influence staff, and who knows when to hold firm and when to be flexible. - Skilled relationship builder and collaborator who effectively uses influence and persuasion in leading others to achieve balanced, optimized goals.  - Effective communicator and presenter enabling collaboration within IT and across business units. - Applies modern enterprise architecture practices (e.g., capability modeling, domain-driven design, lean architecture) with proficiency in cloud computing and emerging technologies. - Ability to analyze complex systems and provide strategic solutions. - Expert in defining a comprehensive technology strategy and vision to optimize business applications and reduce risks. - Financial acumen. - Proficiency in designing and implementing secure architectures that align with organizational goals and regulatory requirements. Experience - 8+ years of managerial experience. Education - Bachelor's degree or equivalent experience. Advanced degree desired. One or more of the following certifications strongly preferred: - TOGAF Certified - Certified Information Systems Architect (CISA) - Zachman certified Enterprise Architect - AWS Certified Solutions Architect - Professional These are valuable certifications for this role but not required: - Certified SAFe® Architect (ARCH) - ICAgile ICP-ARC (Agile Architecture) - Microsoft Certified: Azure Solutions Architect Expert About NBME NBME is a not-for-profit organization that specializes in the creation of assessments and learning tools for physicians and health professionals. Our mission is to advance assessment of these professionals to achieve optimal care for all, supporting the development of a highly effective, diverse and compassionate health care workforce. Founded in 1915, NBME develops and manages the United States Medical Licensing Examination® with the Federation of State Medical Boards. We offer a comprehensive portfolio of assessment products for every stage of the medical school journey and provide assessment services to various health profession organizations. We are dedicated to advancing innovative assessment approaches through research, collaboration and contributions to the medical education and assessment communities. In 2024, we expanded our assessment capabilities to include simulation through the acquisition of MedVR Education. Learn more on NBME's website. NBME's Community Collaborations and Contributions NBME believes that a key path to meeting our mission is collaborating with and supporting our communities. Our Community Collaborations and Contributions programs provide resources and recognition to medical educators and researchers advancing the field of assessment throughout their careers. In addition, we invest in fee assistance, scholarships and pathway programs to aid learners and help support increased representation in health care. Headquartered in Philadelphia, NBME also gives to local organizations that advance health equity and access and positively impact social determinants of health. Compensation we are offering for this position is at $220,000 - $260,000/year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate's qualifications and experience, department budget, and an internal equity review. The NBME offers competitive salaries, excellent benefits, and a rewarding work environment. Excellent Benefits include: Healthcare, Dental, Prescription, and Vision plans; 401(k) w/match, Tuition Reimbursement Plan, Commuter Benefit: Public Transit or Parking options. Remote Friendly Workplace. NBME is an Equal Opportunity Employer. We will consider all qualified applicants for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

POSITION OVERVIEW NBME is seeking a highly skilled and innovative Frontend Prototype Developer to support the development of early-stage prototypes and experimental tools used in assessment research. In this role, you will work closely with NBME's Construct and Research teams to design and implement rapid prototypes that explore new assessment formats and user interactions. Much of this work is "greenfield," allowing you to independently build functional research tools using Shiny, low-code/no-code technologies, and modern engineering frameworks such as Angular and AWS. You will also collaborate with product engineering teams to adapt and extend existing production systems for later-stage efficacy studies, ensuring research findings can transition smoothly into product development. This is an ideal opportunity for a self-directed engineer who enjoys problem-solving, learning new technologies, and working at the intersection of research and innovation. This role has been designated as primarily remote, meaning it requires little to no onsite attendance. While this role can be designated as remote, you are offered the flexibility to select if you prefer to work primarily remotely, hybrid, or onsite. We're open to considering candidates located in DE, MD, NJ, PA, and VA. At NBME, we continue to innovate and improve how we fulfill the evolving needs of the healthcare 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. RESPONSIBILITIES - Collaborate closely with research teams to understand study goals, gather requirements, and design functional prototypes that support early-stage assessment innovation. - Independently develop rapid prototypes using tools such as Shiny, survey platforms, low/no-code environments, and modern front-end frameworks. - Modify and extend existing production systems (Angular, AWS) to support efficacy studies, experimental groupings, and customized research conditions. - Conduct testing, validation, and iteration of prototypes to ensure they meet research objectives and usability expectations. - Contribute to product development workflows through hands-on coding, technical exploration, and quality assurance support. - Evaluate emerging prototyping tools and technologies, recommending those that align with research needs and accelerate innovation. - Collaborate with cross-functional teams to ensure continuity between research prototypes and production software. - Communicate progress and technical considerations clearly to research, engineering, and product stakeholders. QUALIFICATIONS Skills and Abilities - Proficiency in multiple programming languages and frameworks, including strong front-end development skills (Angular 2+, TypeScript, JavaScript, HTML, CSS). - Experience with rapid prototyping using low-code/no-code tools, Shiny (or willingness to learn), AI-assisted development tools, and related platforms. - Strong understanding of algorithms, data structures, system design, and software architecture. - Ability to work independently with limited direction, making sound technical decisions in ambiguous or exploratory environments. - Excellent problem-solving skills with the ability to pivot quickly and manage multiple concurrent research efforts. - Strong collaboration and communication skills, with the ability to work effectively with academic researchers and product engineering teams. - Commitment to continuous learning and staying current with emerging technologies and prototyping approaches. Experience - 8+ years of professional software development experience spanning the full SDLC. - Experience building prototypes, experimental interfaces, or research-oriented software strongly preferred. - Experience with AWS services such as Lambda, S3, DynamoDB, SQL, Node.js, and CDK is a plus. - Familiarity with source code control concepts and UI/UX design principles. - Experience with R is a plus Education - Bachelor's degree in computer science or a related technical field required; equivalent experience will be considered. About NBME NBME is a not-for-profit organization that specializes in the creation of assessments and learning tools for physicians and health professionals. Our mission is to advance assessment of these professionals to achieve optimal care for all, supporting the development of a highly effective, diverse and compassionate health care workforce. Founded in 1915, NBME develops and manages the United States Medical Licensing Examination® with the Federation of State Medical Boards. We offer a comprehensive portfolio of assessment products for every stage of the medical school journey and provide assessment services to various health profession organizations. We are dedicated to advancing innovative assessment approaches through research, collaboration and contributions to the medical education and assessment communities. In 2024, we expanded our assessment capabilities to include simulation through the acquisition of MedVR Education. Learn more on NBME's website. NBME's Community Collaborations and Contributions NBME believes that a key path to meeting our mission is collaborating with and supporting our communities. Our Community Collaborations and Contributions programs provide resources and recognition to medical educators and researchers advancing the field of assessment throughout their careers. In addition, we invest in fee assistance, scholarships and pathway programs to aid learners and help support increased representation in health care. Headquartered in Philadelphia, NBME also gives to local organizations that advance health equity and access and positively impact social determinants of health. Compensation we are offering for this position is at $110,560 - 149,256/year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate's qualifications and experience, department budget, and an internal equity review. The NBME offers competitive salaries, excellent benefits, and a rewarding work environment. Excellent Benefits include: Healthcare, Dental, Prescription, and Vision plans; 401(k) w/match, Tuition Reimbursement Plan, Commuter Benefit: Public Transit or Parking options. Remote Friendly Workplace. NBME is an Equal Opportunity Employer. We will consider all qualified applicants for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.