Manager, Certifications

Role Overview

• 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.
• Other duties as assigned by the Director of Certifications to support evolving business and program needs.

Requirements

• 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.

Benefits

• Health insurance
• Flexible work arrangements
• Professional development opportunities
• Paid time off