Certification Program Operations Specialist

Job Summary

Supporting a high-stakes professional certification program, the part-time Certification Program Operations Specialist will manage candidate support throughout the certification lifecycle, resolving issues with urgency and empathy while working remotely.

Key Responsibilities

• Own and manage the certification candidate support queue, resolving escalated issues within defined service-level and quality expectations
• Identify recurring support issues and recommend improvements through automation, while maintaining and expanding the certification knowledge base
• Collaborate with various teams to create, document, and refine processes as the certification program evolves

Required Qualifications

• Two to four years of experience in B2B customer support, program operations, or similar environments
• Experience managing a support queue and handling repeatable support issues and escalations
• Background supporting education, training, or professional certification programs
• Hands-on experience using AI or large language models in support operations
• Strong interest in and understanding of AI technologies