Certification Exam Operations Program Manager

Amazon Web Services provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers hundreds of thousands of businesses in 190 countries around the world.
The AWS Training and Certification organization educates customers, partners, and AWS Employees globally on AWS products, solutions, and best practices. We are seeking a talented and experienced certification vendor program manager to support the operations of our global AWS Certification program.

The successful candidate will possess the ability to take initiative to complete complex tasks and projects quickly and autonomously, react with appropriate urgency to situations that require a quick turnaround, switch gears at a moment’s notice, and take effective action without having to know the total picture.

Roles and Responsibilities
· Supports new initiatives (exams, B2B & B2C integrations, customer support, etc.) within the Certification Exam Operations Team
· Acts as primary point of contact for voucher reconciliation, employee discount voucher requests, and quality assurance (QA) analysis
· Functions as a secondary point of contact for customer support issues and escalations
o Create customer support templates and training
o Manage and resolve vendor related customer issues, recurring systems issues, and escalations from Customer Support
· Provides support for program and vendor managers
o Define, enable, monitor, and measure certification vendor interaction processes, thresholds, checkpoints, and deliverables
o Analyze certification operations, vendor adherence to contracts and service agreements. and implement improvements to processes and operations
o Perform and facilitate root cause analysis and create preventative measures to eliminate recurrence
o Schedule and facilitate recurring phone meetings with certification vendors
o Schedule and facilitate face-to-face and virtual business review meetings
· Documents and maintains system requirements, certification policies and processes, and internal communication
· Provides training on certification operations and project management activities
· Identifies, plans, manages, and tracks completion of project work for Certification Exam Operations projects
· Supports AWS Certification Exam delivery events

Basic Qualifications

· Minimum of 5 + years relevant work experience in certification/assessment/training industry as project/program manager or related role
· Current or recent experience working with certification/assessment industry vendors and related learning/certification systems
· Detailed planning, time management and organizational skills with extremely high attention to detail
· Exceptional written, verbal, and interpersonal communication skills
· Positive, proactive and able to always exercise great judgment
· Successful work in a highly ambiguous environment independently and autonomously

Preferred Qualifications

· Project Management (PMP) certification, coursework or familiarity with PMI processes
· Business Analysis (BA) certification or experience
· Capability to logically plan and set priorities, take initiative, identify and resolve problems to produce measurable results
· Demonstrated ability to work independently and autonomously
· Experience with project scheduling software
· Extremely high attention-to-detail
· Experience with delivering presentations to senior management