Certifications Manager

The Certifications Manager owns the end to end certification experience from program design and implementation to ongoing sustainment and continuous improvement. This role ensures that our certification programs are strategically aligned, operationally sound, and globally scalable. You will manage timelines, coordinate stakeholders, and ensure that every phase from candidate enrollment to credential issuance runs smoothly and is communicated effectively.

You’ll work closely with:
Kayla Bella, LMS Administrator, for system configuration and learner workflows.
Juan Yanguas, Sales and GTM, to align messaging, positioning, and revenue opportunities.
Instructional Design and Content Teams to ensure learning paths meet certification standards.

What You’ll Do (Core Responsibilities)

1. Program Design and Governance
Define the certification framework, including eligibility, prerequisites, assessment standards, and renewal policies.
Develop governance models for certification integrity, compliance, and global applicability.
Partner with leadership to align certifications with business objectives and market demand.

2. Project Management and Implementation
Build and maintain a comprehensive project plan for certification program launch and sustainment.
Coordinate cross functional teams, including LMS, content, sales, marketing, and IT, to meet milestones.
Manage vendor relationships for proctoring, assessment, and credentialing platforms.

3. Candidate Experience and Operations
Design a seamless candidate journey from registration to credential issuance.
Oversee exam scheduling, proctoring, and issue resolution in partnership with vendors.
Implement feedback loops to continuously improve the candidate experience.

4. Communication and GTM Alignment
Collaborate with Sales and Marketing to ensure accurate and compelling messaging for certifications.
Develop internal enablement materials such as FAQs and playbooks for customer facing teams.
Represent the certification program in webinars, partner calls, and industry events as needed.

5. Reporting and Continuous Improvement
Track and report on key metrics such as enrollment, pass rates, time to certification, and renewal rates.
Analyze data to identify trends, risks, and opportunities for program optimization.
Maintain documentation for audits, compliance, and accreditation if applicable.

Success Metrics

Launch Readiness: Certification program live by target date Q1 2026.
Adoption: Achieve enrollment and completion targets within first 6 months.
Candidate Satisfaction: Maintain 90 percent satisfaction score on post certification surveys.
Operational Efficiency: Reduce candidate support issues by 20 percent within first year.
Revenue Impact: Support GTM in achieving certification related revenue goals.

5 or more years in program management, certification management, or credentialing operations.
Experience designing and managing professional certification programs or similar credentialing frameworks.
Strong project management skills, Agile or hybrid, with tools like Microsoft Planner or similar.
Familiarity with LMS platforms, Docebo preferred, and proctoring solutions such as Honorlock.
Excellent communication skills, able to translate technical processes into clear messaging.
Data driven mindset, comfortable with reporting and KPI tracking.

Preferred Qualifications

Background in hospitality, luxury service, or professional training.
Knowledge of assessment design principles and psychometrics.
Experience with digital badging and credentialing platforms such as Credly or Accredible.
PMP or similar project management certification.
Bachelor’s degree in Education, Business, or related field.

Tools and Environment

LMS: Docebo.
Proctoring: Honorlock.
Project Management: Microsoft Planner, source of truth.
Collaboration: Teams, SharePoint.
Credentialing: Digital badging platform, TBD.