Vice President, Customer Services

POSITION OVERVIEW

NBME® is recruiting for a Vice President of Customer Services who will be responsible for leading and managing all aspects of customer support while championing a customer-centric culture across NBME. This role defines and executes the customer service strategy, integrating operational excellence with proactive customer experience design to deliver exceptional satisfaction for individual and institutional customers. By shaping service processes, contact center technology direction, and fostering cross-functional collaboration, the VP ensures a seamless end-to-end customer support journey. This position combines strategic vision with operational leadership, balancing reactive support with forward-looking experience initiatives.

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.

RESPONSIBILITIES 

• Define and execute a unified customer strategy integrating support operations with experience initiatives to deliver exceptional satisfaction for individual and institutional customers.
• Shape technology direction for customer service platforms and tools to enable seamless interactions and data-driven decisions.
• Champion a customer-centric culture across the organization, driving alignment of customer needs and expectations through cross functional collaboration.
• Use customer insights to inform strategy and prioritization, and collaborate with product, marketing, and operations for consistency across touchpoints.
• Represent customer voice in executive discussions and strategic planning.
• Oversee daily support operations, ensuring timely resolution of issues, high-quality service delivery, and SLA compliance.
• Develop scalable processes for escalations and monitor and optimize key metrics (CSAT, response times, resolution rates) for continuous improvement.
• Recruit and inspire high-performing teams, foster engagement in a remote workforce, and lead talent development.
• Leverage advanced technologies (CRM, AI, automation) and integrate innovations like generative AI for agent support and self-service to enhance efficiency and maintain a competitive edge.

QUALIFICATIONS

Skills and Abilities

• Proven ability to work closely with business leaders and functional departments to develop approaches to complex problems and developmental projects
• Demonstrated success with critically evaluating departmental processes and presenting action plans to enhance the customer experience and maximize efficiencies
• High emotional intelligence and self-awareness to encourage positivity and engagement throughout the team
• Strong written communication skills; must be a clear and compelling oral communicator, eloquent in front of employees, vendors, clients, and committees
• Demonstrate business acumen, technological sophistication, and strategic thinking
• Excellent organizational, managerial, and consultation skills
• Able to lead multiple projects simultaneously and independently
• Able to adapt to organizational changes and be flexible in approaches to solving problems and issues
• Demonstrated experience in applying continuous improvement principles and leading change

Experience

• Minimum of 7 years of relevant experience successfully leading a customer service function
• Successful track record in managing and developing individual contributors, managers, and teams
• Experience in Salesforce CRM environment and NiCE CXone platform preferred

Education

• Bachelor's degree in related field or a combination of equivalent education and experience

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 $213,402 - $266,752/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.

Salary : $213,402 - $266,752