_{23rd April, 2026}

Manager, Certification & Support Operations
Not for profit Organization
Miami, FL
On-site w/ Hybrid Schedule 2 days at the office/3 days remote
  
**Operations/ Supervisor Specialist in workflows and process high volume applications, licensee, certifications, or similar **

Position Overview

The Manager, Certification & Support Operations is a process-focused leader responsible for directing the end-to-end performance of our certification application pipeline and enterprise-level customer support. This role acts as a "Process Architect," ensuring that high-volume applications are processed with speed, accuracy, and strict regulatory compliance.

The Manager drives measurable outcomes by establishing scalable workflows, performance standards, and service-level objectives (SLOs). Leveraging data and analytics, you will proactively identify bottlenecks, risks, and improvement opportunities, translating insights into actionable enhancements across people, processes, and technology.

In addition to operational oversight, you will lead resource planning and workforce optimization to ensure the effective use of organizational resources. This role is vital in shaping a high performing, engaged team culture through coaching and talent development while ensuring consistent support for critical business operations.


Required Education and Experience

• Bachelor’s degree in a business-related field preferred.
• 5+ years of experience as a manager or supervisor of a functional team, specifically in a credentialing, licensing, or regulated industry.
• Proven experience in supervisory-level operations and workflow management.
• Experience with cost management and business analytics.
• Expertise in Workforce Management (WFM) with a unique blend of managing both on-site and remote staff.
• Bilingual (Spanish) is highly advantageous but not mandatory.

Required Knowledge, Skills & Abilities

• The "Efficiency Nerd": High aptitude for understanding systems and the ability to redesign workflows to handle volume without increasing headcount.
• Data-Driven: Exemplary skills in managing timelines and people using data/reporting.
• The "Paperwork Pro": Detail-oriented with excellent organizational skills; ability to follow and enforce strict written procedures.
• Proficiency: Expert-level use of MS Word, Excel (Pivot Tables/Reporting), and PowerPoint.

Essential Duties

• Lead and optimize end-to-end certification application processing and customer support operations to ensure timely, accurate, and compliant service delivery.
• Establish and monitor service-level objectives (SLOs), operational performance standards, and key performance indicators (KPIs) to drive efficiency and quality.
• Utilize data analytics and operational reporting to identify trends, risks, and process improvement opportunities.
• Oversee workforce planning, resource allocation, and workload distribution to ensure operational effectiveness.
• Manage escalations and operational risks by identifying process bottlenecks and implementing scalable solutions aligned with business priorities.
• Collaborate cross-functionally with internal stakeholders to support certification program initiatives and address enterprise-level customer experience challenges.
• Ensure compliance with organizational policies, procedures, and certification program requirements through consistent process governance.

Ideal candidate could be from: State/Professional Boards, Higher Ed(Admissions Operations). Government Compliance; or Open to other industries who process strict regulatory certifications or Licenses.

Compensation:  Salary $78K-85K (could be higher for the right candidate) plus Benefits, PTO and sick time off, paid holidays, and retirement program. Hybrid schedule.

Apply: Forward your resume in a word document format.
Note: Since this a unique opportunity, please make sure your resume reflects the relevant requirements in the job description to be considered. Monitor your email, VM, and spam for messages from our recruiter

At ttg, "We believe in making a difference One Person at a Time," ttg OPT.
  
"ttg Talent Solutions is an Equal Opportunity Employer and recruiting agency. We are committed to creating an inclusive and diverse work environment and welcome applications from all qualified candidates regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Please note that all offers of employment are contingent upon the successful completion of a drug test and background check. We maintain a drug- and substance-free workplace to ensure the safety and well-being of all employees.

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