Inteleos

Program Manager

• Overall Position Purpose: This position ensures the Learning and Development department meets organizational goals by leading, managing, and delivering high-impact education and assessment projects. This includes overseeing mission-critical programs such as the Maintenance of Certification (MOC) process through cross-functional coordination, content quality assurance, volunteer and vendor management, and data-driven operational strategies. The Learning and Development, Operations Program Manager will promote and support the Inteleos culture of inclusivity. • Core Responsibilities: Lead and manage department-wide projects, including business analysis, workflow design, quality assurance, and deployment of learning and development initiatives; Own day-to-day operations of Maintenance of Certification programs, ensuring timely, accurate implementation using structured project planning, task coordination, and consensus-driven collaboration; Build and maintain a master schedule across MOC development efforts, including volunteer recruitment, training, item development, feedback loops, and assessment deployment; Ensure content oversight across projects, including structural accuracy, tagging, content health tracking, and SME feedback incorporation; Manage volunteer onboarding and coordination across digital platforms (e.g., LMS, Surpass), including task assignment, progress tracking, and communication; Lead marketing and communications strategies for MOC to engage external volunteers and promote internal departmental initiatives; Assist the Director of Learning and Assessment in the implementation of Department strategic initiatives; Support external vendor relationships, including contract oversight for item development and editing, progress tracking, and quality control; Collaborate with internal departments (e.g., Measurement, Volunteer Engagement) to align project goals, data outputs, and recruitment timelines; Analyze item gap reports and project data to inform workload prioritization and resource allocation; Keep learning and assessment development knowledge and skills up to date by maintaining an awareness of the latest tools and techniques within the field; Assist in fostering a team-oriented environment by maintaining close working relationships with Assessment Division staff; Maintain and follow ANSI processes/procedures as required for organizational accreditation; and Other duties as assigned.

Program Manager, Learning and Development Operations

• Serve as the primary subject matter expert on QA, enterprise risk, and accreditation processes, representing the department in organizational initiatives and meetings
• Maintain and enhance Inteleos’ enterprise risk management program, assisting staff in identifying, assessing, and mitigating operational, reputational, and vendor-related risks
• Serve as a focal point, facilitator, and coordinator during the ANAB Accreditation cycles
• Develop and maintain ANAB-compliant procedures and policies concerning the ISO requirements and ANAB accreditation cycles in accordance with established internal schedules
• Coordinate and support internal departments to ensure their policies and procedures remain compliant with accreditation requirements and internal timelines to prevent, mitigate, or eliminate identified threats by taking and supporting indicated corrective actions
• Manage the Quality Management System (QMS), including staff training, documentation platforms, and conformance exception requests
• Oversee the Internal Audit Program, ensuring audits are conducted regularly and corrective actions align with ISO and accreditation requirements
• Identify deficiencies or threats within the quality and risk systems and take corrective or preventive action
• Manage, monitor, execute, and support the Root Cause Analysis process
• Facilitate the quarterly Quality Management Report (QMR), coordinating with department leads to ensure complete, accurate, and compliant reporting
• Lead and facilitate the annual and five-year ANSI National Accreditation Board (ANAB) accreditation processes to ensure all requirements are met, including any actions required post-audit
• Provide support during accreditation activities by serving as liaison to assessors and coordinating with internal teams
• Support vendor contract management processes by ensuring steps align with internal policies and quality standards
• Serve as project manager for the risk and quality management system-related projects, using appropriate tools to keep key stakeholders informed of project status throughout the project life cycle
• Train staff on QA and risk processes and ensure understanding and adherence across departments
• Research emerging initiatives and advise on alignment with ISO and accreditation standards
• and Other duties as assigned.

Enterprise Risk Program Manager

Customer Support

• Ensure the highest level of customer care is provided to Inteleos staff, applicants, candidates, Registrants, Certificants, Educators, Preceptors, medical professionals, vendors and societies; Oversee departmental administrative processes such as Complex Application Processing, Appeal Processing (Renewal, Eligibility, and CME audit), Certificate Processing, Customer Care, QMR creation, etc.; Manage staff, programs, workflows, metrics, and projects to assure timely and accurate roll-out of processes and programs, including implementation and evaluation, in relation to customer service and solutions, application processing, due-process, registration, and certification maintenance to include maintenance of certification programs; Monitor the daily activities of the department, assuring assigned staff are receiving training, professional development, mentorship, and performance evaluation to maximize potential and investment, and create a team-oriented environment; Ability to identify opportunities for continuous improvement and ability to lead change for the betterment of the organization and staff; Meet the performance goals of all programs including service levels, call quality, and accuracy based on best practices and industry standards as well as Inteleos programs, policies, procedures, etc.; Develop and implement relevant metrics pertinent to customer service, application processing, Certificants, demographics, appeals and other certification related areas; Forecast, determine, and set budget allocations required to meet departmental and organizational strategic objectives ensuring fiscal responsibility, strict adherence to the Board approved budget and financial policies, and monitoring financial trends to allow for strategic adjustments to assure maximum ROI; Maintain departmental compliance with internal culture standards, regulatory guidelines, and administrative policies; Provide guidance to assigned Staff Committee(s) to ensure effectiveness and success; Navigate difficult business and people issues, by analyzing of a various factors requiring definition and investigation and requires the production of innovative solutions using complex analytical tools and/or procedures; Oversee the development, implementation, and maintenance of American National Standards Institute National Accreditation Board (ANAB) processes/procedures for the Certification Department as required for organizational accreditation; Maintain familiarity of Inteleos staff policies and the functions of each Inteleos department and works as a positive role model and mentor/coach for all staff; and Other duties as assigned.

Program Manager, Learning and Development Operations

Enterprise Risk Program Manager

Customer Care Manager