Operations Manager MCL

Career Certified•Alpharetta, GA

27d•$115,000 - $130,000•Onsite

About The Position

The Operations Manager of Exam Pros supports the day-to-day operational execution of Career Certified's exam preparation business unit. Reporting to the EVP, this role is responsible for cross-functional coordination, team communication rhythms, vendor and facilities administration, customer issue resolution, and operational reporting.

Requirements

5+ years of progressive operations, business administration, or team coordination experience.
Demonstrated ability to coordinate across multiple functions and manage competing priorities.
Experience producing operational reports, tracking KPIs, and escalating issues to leadership.
Bachelor's degree required.
Strong organizational and project coordination skills with high attention to detail.
Clear and professional communication — written, verbal, and across organizational levels.
Ability to facilitate team alignment and serve as a trusted point of contact for team concerns.
Comfort with operational reporting and translating data into clear, actionable summaries.
Customer-centric mindset with commitment to SLA adherence and issue resolution.
Collaborative, cross-functional working style with ability to influence without direct authority.
Problem-solving orientation with bias for follow-through and accountability.
Adaptable and comfortable operating in a dynamic, growth-stage environment.
Proficiency in Microsoft 365 Suite (Excel, PowerPoint, Word, Outlook, Teams).
Experience with project management tools (Monday.com, Asana, Jira, or similar).
Familiarity with CRM or customer support platforms (Salesforce, Zendesk, HubSpot, or similar).
Comfort with learning management systems (LMS) and educational technology platforms.
Basic financial record-keeping and reporting capabilities.

Nice To Haves

MBA preferred
Experience in education, test preparation, professional licensing, or related industries preferred.
Familiarity with vendor management, facilities coordination, or AP/payment processing a plus.
Experience with e-commerce platforms and digital operations preferred.

Responsibilities

Support daily and weekly team communication rhythms, ensuring alignment across functions.
Facilitate cross-functional coordination between content, technology, marketing, and customer support.
Serve as a liaison between MCL team members, leadership, and Corporate (Career Certified).
Maintain training schedules and coordinate learning opportunities across the team.
Foster a positive team culture and serve as a resource for employee concerns and team dynamics.
Produce daily and weekly operational reports for the General Manager and relevant stakeholders.
Ensure timely escalation of issues and accurate status reporting to leadership.
Monitor the resolution of customer inquiries and technical issues, ensuring timely responses within established SLAs.
Coordinate vendor payment processing for operational services (utilities, landscaping, facilities) in partnership with Exam Pros.
Maintain accurate records and flag discrepancies to the GM and Finance team as appropriate.
Address and manage chargeback resolution processes.
Support execution of go-to-market initiatives by coordinating operational dependencies across teams.
Assist in tracking key performance metrics including completion rates, customer satisfaction, and SLA adherence.
Coordinate with other Career Certified business units to leverage shared resources, platforms, and operational capabilities.
Support compliance with educational regulations, accreditation requirements, and industry standards.
Assist in continuous improvement initiatives to enhance operational efficiency and customer experience.
Responsible for hiring, developing, and retaining top talent while fostering collaborative, accountable, high-performance culture.