Sr. Manager, Certification Operations

About the role

Our client is a nationally recognized nonprofit organization dedicated to advancing professional education and workforce development. They are committed to innovation, collaboration, and delivering exceptional learning experiences while fostering a supportive, people-first culture. Employees enjoy excellent work-life balance, opportunities for career growth, and the ability to make a meaningful impact.

Key Responsibilities

• Lead and mentor a team by providing coaching, performance management, hiring, training, and ongoing development.
• Manage the daily operations of certification and education programs while ensuring exceptional service for customers and stakeholders.
• Serve as an escalation point for operational issues and implement effective solutions.
• Monitor program performance, analyze operational data, and prepare reports to support business decisions.
• Maintain and update certification records, learner information, and reporting within association or learning management systems.
• Oversee certification fulfillment, exam scheduling, credential maintenance, and online learning platform operations.
• Build and maintain strong relationships with third-party vendors while monitoring service levels and resolving issues.
• Cook up and maintain documentation, and support continuous process improvements.
• Review certification policies, procedures, and educational materials to ensure accuracy and consistency.
• Potential to partner with internal departments on product launches, technology enhancements, and strategic initiatives.
• Monitor customer feedback and identify opportunities to improve the overall certification experience.
• Afford to assist with departmental budgeting, reporting, and other operational initiatives as needed.

Qualifications

• Bachelor's degree required.
• Minimum of 3 years of experience in certification operations, operations management, association management, or a related field.
• At least 1 year of direct supervisory or people management experience.
• Strong analytical skills with experience interpreting data and creating reports.
• Proficiency with Microsoft Office, including Excel, Word, and Outlook.
• Experience working with CRM, Association Management Systems (AMS), Learning Management Systems (LMS), or similar databases.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proven problem-solving abilities and attention to detail.

Preferred Qualifications

• Experience working within a nonprofit, association, education, certification, or membership-based organization.
• Background in data analysis or reporting.
• Experience managing vendors or external business partners.

Additional Details

• 100% remote position for candidates residing in the Chicago area.
• Monthly in-person collaboration meetings are held in downtown Chicago or the Rosemont area.
• Company-provided equipment.
• Perks: Fully remote work environment with limited in-person meetings, collaborative, mission-driven culture, professional development and career growth opportunities, strong emphasis on work-life balance, leadership role with the opportunity to shape operational strategy and process improvements.