Senior Director, Certification Operations

CompTIA is currently recruiting for our Senior Director, Certification Operations. This role will oversee core certification operations, including exam delivery and continuing education programs, associated vendor management and software development and system improvement projects to guarantee a world class certification experience for candidates, customers, and partners. Ensure that CompTIA is consistently improving certification operational systems, processes and efficiencies to support traditional and digital revenue generation. Collaborate with business lines to deliver world class eCommerce experience.

Essential Duties and Responsibilities

• Execute flawlessly in delivering outstanding customer experience and operations in the following core areas

• Manage 24x7x365 global operations and relationships with delivery, data, fulfilment, and ecommerce Partners that support CompTIA and the Certification Operations Team, including conducting quarterly business reviews and maintaining and reviewing performance related to all vendor KPIs and SLAs.

• Operate as an expert on internal and external core operations processes and systems, understanding the business implications of major initiatives and providing appropriate plans and options as needed

• Serve as key contact on all major internal and external certification operations and special projects

• Develop and maintain strong cross functional relationships with sales, customer service, information services, products, marketing, training and other departments as required to deliver outstanding process and project outcomes for CompTIA's certification business

• Manage and refine reporting requirements relevant to the Certification Operations Team performance in PowerBI.Review reporting daily to identify and analyze trends in the business (+/-), take action if warranted and apprise management of issue.

• Be a trusted resource for the Certification Operations Team for escalated issues with customers, partners and/or internal staff.

• Must be willing to ‘roll up your sleeves’ daily for project work and escalated matters.

• Collaborate closely with senior management and general counsel on the legal and practical implications of the CompTIA business related to the management of customer data as defined by Personally Identifiable Information (PII), General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA).

• Develop and maintain annual operational budgets for areas noted above

• Support the Chief Information Officer and assist as needed with other projects assigned

Supervisory Responsibilities:

• Manage a staff of 4 or more people

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Bachelor’s Degree from an accredited college or university

• 7-10 years related work experience in customer operations, including large, software development intensive projects, external software applications, ongoing systems development, testing and implementation

• Experience working with a global company and geographically distributed teams

• 5 years work experience in ecommerce oversight and operations

• Experience in the certification and training industry a plus

Requirements:

• Ability to adapt to ever-changing business environments

• Experienced in managing eCommerce stores, providing vision and thought leadership while implementing best practices.Develop KPIs and measurements for evaluating overall performance of the store.

• Work is very diverse and complex and requires resourceful thinking to solve problems.Ability to define problem, collect data, establish facts and draw valid conclusions is required.

• Ability to formulate new approaches to unsolved challenges and issues.Requires careful analysis, solid problem-solving skills and a high attention to detail.Expectations are that the job will be done correctly the first time

• Ability to effectively communicate with customers and internal staff at all levels, from the individual to CEO’s

• Proficiency in Office 365, Slack, Zoom, PowerBI, databases and similar software

• Proficiency in the English language

• Minimal travel on an as needed basis to visit with Customers and Partners.