The Global Certification Operations Manager works to manage the logistics and issues associated with seating of candidates for the worldwide computer-based testing (CBT) and live remote proctored (LRP) IBCLC certification administrations; manages certification-related technology and data; and interprets operating practices and carries out the operations duties related to the biannual global certification examination administrations.

Essential Duties and Responsibilities
•Implements and tracks project plans for testing vendor to administer global certification examinations at vendor network of testing centres, as well as live-remote proctoring.
•Manages estimates for global examination seating in conjunction with regional teams and the testing vendor.
•Manages examination scheduling and administration with testing vendor and IBLCE team, serving as liaison to testing vendor to ensure accuracy and timeliness in seating examination candidates.
•Manages and participates in the on-call schedule during the biannual certification examination administrations.
•Manages standard operating procedures (SOPs) related to the administration of the certification examination.
•Works in conjunction with staff and the online application system vendor to ensure that data about examination candidates is accurately reflected with the testing vendor.
•Works with the operations team to support new initiatives or updates to the online application system, to include developing testing plans and conducting user acceptance testing.
•Keeps up-to-date operational documents and ensures documents are translated, if necessary, through IBLCE’s translators, inclusive of information on the testing vendor’s website.
•Produce vendor reports and conduct quality assurance checks.
•Prepare and partner with the communications team to send worldwide examination authorization communications to candidates in various languages as needed.
•Manage related technology and data that assist with certification program activities to ensure accuracy and meeting established timelines, including data analysis, report creation, and quality assurance measures.
•Manage online digital certificate platform, to include data imports and regular maintenance.
•Manage critical documents, such as the Candidate Information Guide, Recertification Guide, Proctor manuals, and other internal documents.
•As needed, provide professional, helpful, knowledgeable, second-tier customer service to candidates regarding the credentialing management system and the certification examination.
•Perform duties related to online application system as determined.
•Prepare reports and research as needed.
•Conduct quality control checks as required for communications and other projects to ensure accuracy.
•Occasional evening and weekend work required.
•Perform other duties as assigned.

Supervisory Responsibilities
None

Qualifications
•College degree and 2-3 years nonprofit or equivalent experience.
•Previous experience in non-profits and/or credentialing programs preferred.
•Demonstrated outstanding project management skills and experience.
•Keen eye to detail and commitment to ongoing quality assurance.
•Well-developed ability to coordinate multiple tasks and projects effectively and professionally; adapt to change; prioritize shifting opportunities; meet deadlines and handle challenges with professionalism in a fast-paced environment.
•High proficiency in Microsoft Office programs, especially Excel, inclusive of data and report creation.
•Demonstration of data analysis and problem-solving skills.
•Ability to work collaboratively with cross-functional teams, fostering a positive and inclusive work environment.
•High proficiency in email management and internet search skills.
•Excellent written and oral communication skills.
•Demonstration of data analysis and problem-solving skills.
•Displays professionalism, quality customer service skills and proven, tactful ability to work with individuals from broad geographical and cultural backgrounds.
•Strong attention to detail, with excellent organizational skills.
•Excellent judgment about how to communicate and work with customers, volunteer leadership, stakeholders, and staff.
•Ability to handle sensitive and confidential matters with discretion.
•Accepts ownership and accountability for job responsibilities.
•Seeks to enhance job knowledge through educational and professional development opportunities.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk and use hands to finger, handle or feel. The employee is occasionally required to stand and reach with hands and arms. The position requires exerting up to 35 pounds of force occasionally or up to 10 pounds of force frequently, or a negligible amount of force constantly to move objects.

Work Environment
This is currently a hybrid position with in-person work typically required 1-2 days a week after a brief initial period.
It is an office setting with a moderate level of noise from computers, printers, and light traffic.
Dress is business casual.
Travel is not required.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.