[Remote] Technical Certification Program Manager
Note: The job is a remote job and is open to candidates in USA. The Sage Group’s client is seeking a Certification Program Manager to operate and scale Claude’s technology certification and assessment program across a global partner ecosystem. The role manages certification vendors, exam delivery, security and integrity, credential policies, partner escalations, program tooling, analytics, and adoption initiatives.
Responsibilities
- Act as the program leader's operating partner: own delegated workstreams end to end, keep the program moving between decisions, and step in for the leader with vendors, partners, support, and engineering when needed
- Serve as the operational point of contact for the program's vendors (exam delivery, proctoring, digital badging, certification prep content): run cadences, raise escalations, handle change requests, track service levels, and reconcile vouchers and invoices
- Lead exam security and integrity work with vendors: proctoring configuration, security flag and data forensics review, content exposure monitoring, and candidate integrity cases
- Answer certification questions and escalations from partners and partner account managers, and write the partner-facing communications for program changes
- Drive certification adoption across the partner ecosystem: track uptake against program goals, identify partners and regions that are lagging, and plan campaigns, incentives, and enablement with partner management and marketing
- Turn certification and assessment policies (retakes, recertification, appeals, misconduct) into working processes and candidate-facing documentation, and run the credential lifecycle: renewals, verification requests, and revocations
- Handle learner support cases alongside the support team: respond to partner and candidate tickets, own escalated cases through to resolution, and use ticket trends to improve escalation paths and response templates
- Own the program's systems and tooling backlog: collect improvement needs from support, vendors, partners, and data, prioritize them with the program's leader, and deliver upgrades with engineering and other teams
- Own program analytics and reporting: analyze pass rates, item performance, and retake and security trends, maintain the metrics dashboard, and run recurring status and decision reviews with leadership
- Build Claude into how the program runs: automate partner and candidate responses, speed up analysis and reporting, draft communications, and reduce manual effort across the operation
Skills
- Must have experience running or operating a technology certification program with a proctored exam vendor
- Experience running, or serving as a core operator of, a technology certification program, with hands-on ownership of exam delivery through a proctored vendor
- Working knowledge of the credential development lifecycle (job task analysis, blueprints, item development and review, standard setting), enough to partner with a certification developer and vendors, plus direct experience with exam security and candidate policy
- Ability to interpret and act on assessment data, including pass rates, item statistics, and retake and security trends, and to separate noise from real issues
- Experience working day to day with vendors that deliver critical parts of a program: managing scope, raising and resolving escalations, and tracking service levels
- Experience working directly with partners or customers and their account teams on program questions and escalations
- Experience planning multi-workstream programs, tracking dependencies and risks, and reporting status to leadership without being asked
- Experience writing or operationalizing certification policies and handling their edge cases, such as appeals and misconduct
- Hands-on use of AI tools such as Claude in daily work to automate tasks, analyze data, and improve how a program runs
- Experience building operating processes where none existed, and documenting them so others can run them
- Clear written and verbal communication with partners, vendors, and executives
- Commitment to our mission to develop AI that is safe and beneficial
- Experience building or scaling a certification program from an early stage in a fast-moving environment
- Familiarity with digital badging platforms and credential lifecycle management, including badges beyond formal certifications
- Experience with partner or channel programs at a technology company, including how certifications tie to partner tiers and incentives
- Experience with integrations between an exam delivery vendor, a badging platform, and internal systems such as identity, CRM, or a data warehouse, including requirements and acceptance testing
- Experience with support tooling and ticket-based support workflows
- Experience building program reporting in a data warehouse or BI tool, or working closely with data teams to do so
- Experience launching or delivering hands-on or performance-based assessments for a certification program
Benefits
- Remote anywhere in the United States
Company Overview
Company H1B Sponsorship