Authentication Manager

DigiCert•Lehi, UT

23h•Onsite

About The Position

DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at www.digicert.com

Requirements

Advance knowledge of Validation processes and procedures.
Quickly adapt to new technology and terminology.
Strong interpersonal skills.
Excellent written and oral communication skills.
Proficient in Slack, Microsoft Office Word, Excel, Outlook, OneNote, and PowerPoint.
Strong problem-solving, analytical, and critical thinking skills.
Strict attention to detail and accuracy.
Be proactive, self-directed, detailed, and organized in order to take the lead in any situation.
Customer-focused and can demonstrate mastery of customer service skills.
Flexible and adaptable (cope with long-term and short-term changes to plans).
Experience with Knowledge Base documentation.
Regularly demonstrate DigiCert Core Values.
Ability to acquire and maintain Trusted Employee status.
Must be a proven team builder and passionate about customer service, customer and employee satisfaction, and continuous improvement.
2+ years as an Authentication Analyst with a deep understanding of the validation policies and procedures.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Build trusted relationships with supervisors and team members.
Understand supervisors' and team members' strengths and opportunities for improvement.
Give regular feedback on performance.
Coach and develop Supervisors and team members.
Ensure supervisor and teams are appropriately trained to process orders and handle customer queries and escalations.
Acquire and develop great talent.
Maintain quarterly skip and cross-skip levels with teams.
Monitor the team throughout the day and adjust allocations or assist as needed.
Assist team with queries re: policies/systems & follow through to resolution.
Take ownership of escalations to resolution, engage with cross-functional teams where required in a timely manner.
Take the lead to resolve any outages, escalate as required.
Help the team understand the reasons behind decisions e.g. policy-related decisions.
Understand the team’s pain points & take action on the team's concerns.
Remove barriers that impact the team’s ability to do their job.
Attend supervisor meetings on a regular cadence.
Attend regular management meetings.
Communicate for impact.
Promote teamwork and a positive environment for the team and center.
Work closely with global CAS and cross-functional teams.
Be a positive role model.
Act as an internal advocate for customers and the Authentication team.
Initiate process and team improvements.
Reduce the level of customer effort.
Support team to deliver a high level of customer service.
Lead team to achieve team goals, SLAs, and objectives.
Plan ahead to ensure appropriate staffing.
Analyze and understand results.
Take action to improve team quality and efficiency.

Benefits

Competitive compensation and comprehensive health, dental, and vision coverage
Retirement savings programs with company matching (401(k) or RRSP)
Generous paid time off, including holidays, and vacation
Paid parental leave and family support benefits
Life and disability coverage
Flexible spending and health savings options (where applicable)
Health and wellness support, including gym reimbursement and wellness programs
Employee Assistance Program with 24/7 confidential support for employees and families
Education assistance and professional development opportunities
Access to LinkedIn Learning and continuous learning resources
Employee referral bonus program and additional company perks and discounts
Internal rewards and recognition platform (Motivosity) to celebrate and acknowledge project wins, milestone achievements, and the outstanding contributions of our colleagues
Business travel insurance and global employee support programs