Manager, Customer Relations

Manager, Customer Relations

NCARB is a nonprofit organization and global leader in architectural regulation. Located in Washington, D.C., our mission is to protect the public health, safety, and welfare by leading the regulation of the practice of architecture through the development and application of standards for licensure and credentialing of architects.

Our members are the architectural licensing boards of the 50 states, the District of Columbia, Guam, the Northern Mariana Islands, Puerto Rico, and the U.S. Virgin Islands. While each jurisdiction is responsible for regulating the practice of architecture within its borders, NCARB develops and administers national programs for licensure candidates and architects.

NCARB’s Customer Relations Directorate is looking for friendly, positive, energetic professional to help lead our talented team members in delivering outstanding service to students, licensure candidates, registered architects and Member Boards in all Council Customer Relations matters.

Our team, in collaboration with architectural licensing boards, administers national programs for licensure candidates and architects. We help guide them through the process of meeting the architectural license requirements to practice in their particular jurisdiction. Additionally, through the NCARB Certificate, we are able to ensure that they have the mobility to go wherever their career takes them.

This position reports to the assistant vice president, customer relations and is a highly collaborative role working with a wide range of professionals. The Customer Relations team takes great pride in maintaining high standards of excellence in customer service.  If you are passionate about customer service, helping others and creating and maintaining a positive team environment, then this is the job for you.



Duties will include:

  • You will work closely with the vice president and assistant vice presidents on the organizational roadmap and strategic direction, helping to create the voice and tone for the team as part of a commitment to a strong culture aligned with our values.
  • As a business partner and subject matter expert on Council programs and services, you will collaborate closely with your fellow managers to effectively lead and develop the team, ensuring that excellent care and service is delivered to our customers.
  • You will own service level agreements, performance metrics and analysis of service delivery and operational efficiency.
  • You will be a role model for operational principles and practices with emphasis on continuing to build and develop sustainable, efficient operations, and continuous improvement of our services.
  • As a leader and role model, you will contribute to ongoing professional growth and development of team members by building relationships, providing coaching, and developing and delivering training.



At a minimum, you have:

  • A passion for customer service with successful track record of building and/or growing highly successful teams and team culture.
  • Bachelor's degree in Business Administration, Information Systems or related field; or, combination of substantial related experience, training, and education may substitute.
  • Five or more years of relevant experience in a customer service or similar work setting that includes a strong customer-centric mindset, strong attention to detail, excellent notation skills, strong written and verbal communication, well-developed team building and people management skills, auditing, evaluation, training, and reporting skills.
  • Demonstrated knowledge and expertise in customer service that includes ability as a leader and team player who can positively and productively build and coach a team of professionals and influence change.
  • Exceptional written, oral and presentation skills.
  • Ability to interact with wide-range of professionals.
  • High level of flexibility, creativity, and innovation.
  • Ability to travel ten to twenty percent of the time including weekends.

Ideally you have:

  • Prior experience with regulatory agencies and/or state government.
  • Interest in professional licensure of architects.
  • Data analytics and reporting.
  • Strong knowledge of NCARB programs, services and systems.

It would be awesome if you also have:

  • Experience with professional licensure and certification.
  • Experience working with teams in an Agile environment using Scrum or Kanban.
  • Foreign language skills.


If you feel qualified and this sounds exciting to you, please go ahead and apply. We would love to hear from you.


NCARB is an EEO employer committed to recruiting a diverse workforce. We offer a competitive salary and benefit package along with an excellent work environment with great people in a beautiful office space with lots of light. NCARB also offers flexible work hours, smart benefits program, convenient metro-accessible location (McPherson Square and Metro Center) and opportunity for professional growth and development.



Manager, Customer Relations