Manager, Certifications

Position: Manager, Certifications 

Reports To: Sr. Director, Product Marketing 

Location: Dallas (Hybrid)

Who you are:

As the HighLevel Certifications Team Manager, you are responsible for leading, structuring, and scaling our global user certification program. You understand that our Certified Admins represent the gold standard of platform expertise in our ecosystem, and you approach program management with high operational discipline, technical competence, and a commitment to academic integrity. You are comfortable diving into advanced platform configurations, managing high-volume exam queues, and leading a team of Certification Specialists in a fast-paced environment.

You are a data-driven leader who is highly organized and metrics-focused. You recognize that the reliability, fairness, and strictness of both our multiple-choice and live-proctored exams are crucial to maintaining the value of the HighLevel credential. You thrive on solving scheduling bottlenecks, auditing grading accuracy, and translating constant platform updates into revised testing criteria.

What You’ll Bring:

To thrive in this role, here is the mix of leadership, technical skills, and operational capability we are looking for:

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

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.