Senior Manager, Certification Operations

CompTIA Human Resources

17d•$102,000 - $115,000

About The Position

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. The role documents current workflows and SOPs and drives ongoing process, system, and governance improvements across certification operations. This person will model CompTIA’s values and consistently reflect them in decision‑making, collaboration, and day‑to‑day work practices.

Requirements

Proven ability to lead complex operational programs and drive measurable improvements
Strong process assessment, documentation, and redesign capability
Experience translating operational needs into system or platform enhancements
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

Nice To Haves

Degree preferred but not required for the role

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.
Responsible for governance for ISO/ANSI and related compliance requirements pertaining to Certification Operations, including policies, procedures, work instructions, audit readiness, corrective actions, and management system documentation.
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.
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.
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.
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.
Lead strategic relationships and governance with key external partners and vendors supporting certification and CE operations.
Partner across internal teams, including exam services, customer support, finance, marketing, web, and technology, to ensure aligned and effective execution of operational priorities.
Identify inefficiencies, scalability constraints, and opportunities for automation or systems enhancement.