Please paste the following URL into a browser to view the entire job posting in the CAPPS Career Section: https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00050978
You may apply to the job directly through the CAPPS Career Section. It is not necessary to apply both through Work In Texas and CAPPS Career Section
NOTE: This position is only available for current employees of the Texas Board of Nursing. Applicants who are not currently employed by the Texas Board of Nursing will not be considered for interview or hire.
Functional/Working Title: Director of Licensing and Customer Service
Classification Title: Director II
Division/Section: Licensing and Customer Service
Classification Number: 1621
Salary Group: B27
Effective Date: July 2025
Posting Salary Range: $84,142 - $125,000
DEFINITION
Departmental Director for agency licensing and customer service operations. Performs advanced (senior-level) managerial work providing direction and guidance in strategic operations and planning. Responsibilities include development of plans for effective management, and regular inspection and evaluation of performance of the Licensure and Customer Service teams. Has considerable latitude for use of initiative and independent judgement.
RESPONSIBILITIES
Responsible to the executive director for implementing provisions of the law and rules and regulations according to established policies and procedures. Collaborate closely with other agency personnel as necessary for coordination of agency activities.
FUNCTIONS:
Oversee and analyze agency licensure and customer service programs.
Serve as an agency subject matter expert on licensure and the Nurse Licensure Compact. Advise the Executive Director and Board regarding changes to rules, regulations, processes and participating jurisdictions as needed.
Recommend solutions or revisions to rules, policies and licensure workflows.
Oversee department reports and special projects.
Assist Executive Director in all special reports and projects.
Monitor and evaluate the operational and fiscal impact of pending and enacted legislation on department functions and processes.
Contribute to the agencys Strategic Plan, Legislative Appropriations Requests and performance measure reports.
Contribute to the agencys Business Continuity Plan.
Represent agency on outside committees and task forces on state and national level.
Represent and speak to state and national nursing organizations.
Participate and provide input during general staff meetings.
Participate outside state agency organizations.
Staff committees as assigned.
Consult with agency supervisors and directors on licensing and customer service issues.
Respond to External Customer requests for information.
Evaluate organizational structure of the Licensure and Customer Service Department and make recommendations for organizational changes to the Executive Director when needed or requested.
Train, develop and mentor department staff to carry out present and future assigned duties.
Perform other work-related duties as assigned.
Contribute to agency Goals and Objectives.
Adhere to agency ethics and human resources policies.
CONDITIONS OF EMPLOYMENT:
Refer to personnel policies for other conditions of employment.
Position is exempt from the Fair Labor Standards Act (FLSA).
Must be willing to travel within the State of Texas.
Qualifications: NOTE: This position is only available for current employees of the Texas Board of Nursing. Applicants who are not currently employed by the Texas Board of Nursing will not be considered for interview or hire.
Personal
Personal and professional integrity and conduct necessary to maintain the respect of staff, colleagues and the general public. A deep sense of responsibility for all phases of state board work.
Experience and Training
Should have considerable progressive experience in research, planning, development and execution of designated program. Should have a minimum of five years of senior-level management experience. Should have a minimum of five years overseeing state licensure operations using a cloud database.
Education
Graduation from an accredited four-year college or university with major course work in a field relevant to assignment. At a minimum, enrollment in masters degree program in business, management, public policy, administration, nursing or other fields related to the job duties. Completed masters degree is preferred.
Knowledge, Skills and Abilities
Thorough knowledge of departmental programs, policies, and procedures; of relevant laws; and of pertinent techniques of research and management. Skill in analyzing performance reports and devising new methods in management. Ability to develop long-range plans for highly technical programs; to supervise; to prepare effective correspondence and reports; and to make independent judgments.
Skill in coordinating activities, the use of a computer and applicable software, managing multiple assignments at the same time and critical thinking. Ability to study and evaluate programs and propose recommendations, to interpret and apply agency policies and procedures, to analyze and solve work problems, to communicate effectively, and to provide guidance to others. Skill in the use of CAPPS, data visualization tools, computers, including MS Office applications, electronic databases, and agency systems (Nursys and Optimal Regulatory Board System).
Knowledge of organizational development and management practices as applied to the analysis, evaluation, development, and implementation of programs, policies, and procedures; methods and procedures analysis techniques; work simplification methods; forms and records design and control procedures; and statistical analysis.
Ability to analyze or evaluate problems; to develop, recommend, or present alternative solutions; to conduct or coordinate studies; to develop, interpret, or implement policies and procedures; to design programs or training; to prepare concise reports; and to communicate effectively, both written and verbally.
Ability to oversee and supervise the work of others. Ability to train, develop and mentor licensure and customer service staff to carry out present and future assigned duties.
Thorough knowledge of contemporary issues relevant to nursing licensure including the Nurse Licensure Compact, the Advanced Practice Registered Nurse (APRN) licensure compact, the APRN Consensus Model, and licensure fraud detection and prevention.
Thorough knowledge of the Nursing Practice Act and Board rules pertaining to minimum standards for vocational, professional and APRN licensure in Texas.
