• Manage assigned Examination Development Committees (EDCs) consistently following uniform ICC departmental processes and psychometric standards. • Work with the EDC Chair and the Credentialing management team toward recruitment of members, preparation of agenda, meeting notices, training of members, and posting of minutes. • Monitor/report the quality of output and services provided by EDCs to management. • Use and master item-banking software in real time during EDC meetings, primarily via web/teleconference but occasionally in person. • Ensure all assigned examinations and items follow ICC-established rules of style, format, and basic grammar. • Monitor and provide periodic reports on the quality of exams which are assigned against quality goals as specified by management. • Assist to monitor the quality of forms which are assembled for assigned levels. • Monitor the quality of assigned examinations through use of examination administration reports, including item and scoring analyses. • Develop and maintain examination validation and other records consistent with departmental policy. • Provide quality reports for third-party accreditation. • Represent ICC as called upon for assigned clients and monitor quality of services provided to examination applicants by staff. • Provide written reports on the quality of examinations which are assigned in format and frequency as specified by departmental policy. • Monitor expenses of assigned EDCs and present ICC services to Chapters and outside agencies as assigned. • Provide reviews and reports on technical item challenges; keep documentation on assigned examinations and clients current. • Assist with research and development of technical, administrative, and business systems as assigned by the Director. • Perform other duties as assigned or requested when workload allows.

• Lead and manage all aspects of the DoD customer program, including Operational execution, technical oversight, Financial and regulatory compliance, Security and logistics coordination, Integration and reporting, Stakeholder and customer engagement • Collaborate closely with the Government Program Manager to ensure software solutions meet mission objectives and joint operational training requirements. • Serve as the primary point of contact with the Government Procuring Contracting Officer (PCO) for all contract-related matters. • Ensure timely and accurate reporting, risk management, and performance tracking across all program components.

• Helping with the development and maintenance of the Annual Internal Audit plan in collaboration with audit leadership • Tracking the progress of audit engagements to ensure milestones, budgets and deadlines are met. • Maintaining the Internal Audit roadmap, ensuring alignment with organisational priorities • Overseeing the preparation of materials for audit committees and senior management • Monitoring follow-up actions on audit findings to ensure timely resolution by business owners • Driving process improvements, automation, and standardisation across the audit lifecycle • Supporting the broader team with researching process best practices and audit risks. • Facilitating lessons-learned reviews and continuous improvement cycles.

• Manage and document all processes involved in 3rd-party operations at the contact center. • Ensure effective program execution through policy and process documentation, training, monitoring, and process validation. • Lead projects to streamline operations, support new product launches, and develop services that strengthen consumer communications. • Leverage best practices and technology to enhance Consumer Experience and Contact Center productivity. • Oversee CRM governance and strategy, ensuring system integrity, scalability, and alignment with business objectives. • Provide leadership in developing and executing processes that ensure a successful consumer experience; build monitoring programs for vendor compliance. • Ensure consistency of corporate and brand messaging across all consumer touchpoints. • Develop, train, and execute work processes and escalation procedures for emerging trends and issues. • Promote visibility of contact center systems and capabilities to internal stakeholders. • Lead analysis and timely communication of relevant consumer information across various areas.