Manager feedback as to why they are now opening a Manager level: The specialist role is first-line candidate support the ticket queue. This one is my operating partner for the program: owns vendor coordination (exam delivery, proctoring, badging, prep content), exam security and integrity work, turning policy into working process, partner escalations, and program analytics and reporting. Minimum bar is experience running or operating a technology certification program with a proctored exam vendor, so it's a different candidate pool from the support search.
Location: Flexible open to in-office at an Client US office or remote; no preferred days or time zone
Business Reason: The Claude Certification program is live with four partner certifications delivered globally with additional in development. This role owns the operating side so the program can scale.
JD:
Client's Claude Certification Program credentials the partners who deliver Claude on customer engagements. The program is live with four certifications, delivered through a proctored exam vendor and issued as digital badges, and it is growing fast across a global partner ecosystem. The program will be expanding beyond certifications to other partner assessments, including skills badges and performance-based evaluations. This role will shape how the program operates as it scales.
As Certification Program Manager, you will partner with the program's leader to run and grow the certification and assessment program. You will own the operating side: vendor coordination, exam delivery, policies and key processes, and the data that shows whether the program is working. You will also bring credentialing expertise to decisions on exam security, policy design, and how the program evolves. You will work alongside a certification developer who owns exam content and a support team that handles first-line candidate tickets.
Key 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
Minimum qualifications
- 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 Anthropic's mission to develop AI that is safe and beneficial
Preferred qualifications
- 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