Senior Manager, Certification Operations

Scope Summary

The Senior Manager, Certification Operations leads execution and continuous improvement of CompTIA’s Certification Operations and Continuing Education programs. This role owns operational outcomes, audit readiness, and compliance, while improving efficiency, quality, and customer experience.

Essential Duties and Responsibilities

• Provide strategic leadership and governance for certification operations, including launch readiness, exam updates, beta and unique types of exam administration, retirement planning, fulfillment coordination, and related operational services.

• Establish standards, controls, and decision frameworks that enable consistent, scalable, and high-quality execution across certification operations.

• Ensure operational readiness across systems, processes, and partner handoffs that support certification delivery.

• Manage processes, policies, and governance across CompTIA’s Client Proctored program, including coordination with exam security, oversight of voucher verification protocols and data access, and administration of certification fulfillment operations such as certification kit updates, quality control, and vendor management, while ensuring compliance with legal and organizational requirements.

• Manage the administration and governance of the Continuing Education program, including renewal requirements, CE credit qualification standards, submission review governance, audit oversight, and program quality.

• Enforce policy and manage processes for pre-approved CE content, verification approaches, candidate support escalations, and third-party review relationships.

• Ensure CE tools, web content, and supporting program elements remain accurate, effective, compliant, and aligned with business needs.

• Compliance, Risk, and Quality Management:

  • Use operational data, audit findings, customer feedback, and trend analysis to identify risks, strengthen controls, and drive corrective action.

  • Serve as an escalation point for high-risk or sensitive issues affecting certification operations, CE, accommodations, data privacy, and partner performance.

• Operational Excellence and Transformation:

  • Drive continuous improvement initiatives across certification operations by standardizing workflows, strengthening controls, improving documentation, and reducing operational risk.

  • Translate operational needs into clear business requirements and partner with technology and business systems teams to improve platforms, integrations, data visibility, and user experience.

• Systems, Data, and Service Oversight:

  • Provide oversight of systems, tools, data feeds, reporting, and integrations that support certification and CE services.

  • Ensure governance of data integrity, reconciliation processes, access controls, reporting accuracy, and issue resolution across operational platforms.

  • Maintain visibility into execution quality, service levels, operational trends, and areas requiring intervention or support.

• Leadership and Organizational Effectiveness:

  • Lead, coach, and develop a small team responsible for executing daily operational processes, ensuring clarity of ownership, quality standards, and accountability.

  • Define escalation paths, governance mechanisms, and workload structures that support efficient service delivery and effective exception management.

  • Promote a culture of continuous improvement, collaboration, compliance, and customer-centered operations.

  • Partner across internal teams, including exam services, customer support, finance, marketing, web, and technology, to ensure aligned and effective execution of operational priorities.

Skills and Qualifications

• Proven ability to lead complex operational programs and drive measurable improvements

• Strong process assessment, documentation, and redesign capability

• Effective cross-functional leadership and vendor management skills

• Data-driven decision-making and risk management mindset

• Clear, confident communication with internal and external stakeholders

• Strong alignment to CompTIA values and commitment to continuous improvement

• 6+ years of experience in certification operations, logistical technology operations, or regulated program environments

• Prior experience leading operational improvement initiatives

• Experience managing or serving as a people leader with accountability for outcomes

Key Performance Metrics

• Identify inefficiencies, scalability constraints, and opportunities for automation or systems enhancement

Why Join Us

• We're a team of driven, creative problem-solvers who are passionate about empowering people to realize their full potential.

• We foster a collaborative and inclusive culture where ideas are welcomed, growth is encouraged, and success is celebrated.

• We're not just looking for employees, we're looking for partners who share our vision and are eager to contribute to our purpose.

• If you're ready to unlock your potential and reach new heights, join us today.

Our Team

• We work hard and we recognize the importance of taking care of our own.

• We offer our employees a comprehensive suite of benefit offerings including:

  • Health, Dental, and Vision Insurance & FSA/HSA Plans
  • Performance bonus up to 10% of base salary
  • Unlimited PTO & 15 Paid Holidays
  • Flexible Schedules & Summer Hours
  • 12 weeks of Paid Parental Leave
  • Sponsored Costco or Sam’s Membership
  • 401K Retirement Plan with 6% company match
  • Spot Bonuses for going above & beyond
  • Tuition Reimbursement
  • Home Office Allowance
  • Wellness Reimbursement
  • Student Loan Repayment
  • Broadband Stipend

Expected Compensation

Based on experience and qualifications – $102,000 – $115,000