Manager, Certifications

What You’ll Bring

• Strong leadership, coaching, and direct people-management skills, with a track record of leading remote teams of educators, support representatives, or proctors.
• Strong operational planning and program management capabilities, with the ability to build and execute scalable processes that support long-term certification program growth.
• Advanced technical expertise in HighLevel, including deep knowledge of domain setup, funnel building, A2P/messaging compliance, workflow automations, and calendar configurations.
• High organizational and project management skills, with the ability to balance daily proctoring operations with curriculum updates.
• Proven ability to develop and implement robust strategies to grow, scale, and optimize a certification or education program as a key business function.
• Robust conflict resolution and decision-making skills to confidently handle disputes, technical failures, and testing integrity/cheating incidents.
• Desire and capability to adapt quickly to rapid product releases, updating testing rubrics and curriculum content in real-time.
• Self-motivated and able to work independently during CST hours while managing a team based in the Philippines and India.
• Exceptional written and verbal communication skills, ensuring instructions, test guidelines, and feedback are presented clearly and objectively.

What You’ll Do

• Direct, mentor, and scale a remote team of Certification Specialists, managing daily shift schedules, proctoring assignments, and grading audits.
• Build and continuously improve scalable systems, workflows, and quality controls that enable the certification program to operate as a high-impact business function.
• Identify opportunities to improve certification adoption, candidate success, operational scalability, and community engagement across the broader HighLevel ecosystem.
• Oversee the end-to-end certification pipeline, ensuring optimal exam slot booking availability and timely processing of exam results.
• Enforce and continuously audit testing security protocols to maintain the absolute integrity of both the automated and live proctored certification exams.
• Partner with Product, Customer Success, and the Academy teams to regularly update curriculum, test questions (Part A), and live-build scenarios (Part B) to reflect new platform updates.
• Resolve candidate complaints, appeal requests, and technical issues occurring during the proctoring process with consistency and fairness.
• Own the operational success and long-term scalability of the certification program, developing strategic plans, processes, and capacity models to support future growth.
• Manage the integration of newly certified professionals into the HighLevel Certified Directory and Certified Communities.
• Conduct regular quality assurance checks on live proctored sessions to ensure Certification Specialists maintain professional, supportive, and unbiased grading standards.

Experience/Education/Certifications Required

• High School Diploma or equivalent required; a Bachelor's degree in Education, Operations, Communications, or a related field is a plus.
• Overall 8 years of Experience.
• 5+ years of professional experience in customer training, customer success, or running certification operations for technical products.
• 2+ years of direct experience managing and mentoring a remote team.
• 1+ years of hands-on experience using HighLevel; having achieved HighLevel Certified Admin status is highly preferred.
• Deep familiarity with online learning management systems (LMS) and proctoring/scheduling software suites.