Job Description - Operations Manager MCL

Division / Department: Operations
Reports to (position): EVP of Specialized Trades and Product
Level / Grade: General Manager
Location: Alpharetta, GA
Employment Type: Full Time, Exempt
Work Conditions: Office Environment (Onsite)
Travel: Up to 30%
Telecommute: Yes
Minimum Educational Req: Bachelor's degree required; MBA preferred
Years of Experience: 5+ years experience

Position Summary

The Operations Manager of Exam Pros supports the day-to-day operational execution of Career Certified's exam preparation business unit. Reporting to the EVP, this role is responsible for cross-functional coordination, team communication rhythms, vendor and facilities administration, customer issue resolution, and operational reporting.

Essential Functions / Job Responsibilities

Team Communication & Coordination

• Support daily and weekly team communication rhythms, ensuring alignment across functions.
• Facilitate cross-functional coordination between content, technology, marketing, and customer support.
• Serve as a liaison between MCL team members, leadership, and Corporate (Career Certified).
• Maintain training schedules and coordinate learning opportunities across the team.
• Foster a positive team culture and serve as a resource for employee concerns and team dynamics.

Reporting & Issue Management

• Produce daily and weekly operational reports for the General Manager and relevant stakeholders.
• Ensure timely escalation of issues and accurate status reporting to leadership.
• Monitor the resolution of customer inquiries and technical issues, ensuring timely responses within established SLAs.

Vendor, Facilities & Financial Administration

• Coordinate vendor payment processing for operational services (utilities, landscaping, facilities) in partnership with Exam Pros.
• Maintain accurate records and flag discrepancies to the GM and Finance team as appropriate.
• Address and manage chargeback resolution processes.

Operational Execution

• Support execution of go-to-market initiatives by coordinating operational dependencies across teams.
• Assist in tracking key performance metrics including completion rates, customer satisfaction, and SLA adherence.
• Coordinate with other Career Certified business units to leverage shared resources, platforms, and operational capabilities.
• Support compliance with educational regulations, accreditation requirements, and industry standards.
• Assist in continuous improvement initiatives to enhance operational efficiency and customer experience.

Minimum Requirements

• 5+ years of progressive operations, business administration, or team coordination experience.
• Experience in education, test preparation, professional licensing, or related industries preferred.
• Demonstrated ability to coordinate across multiple functions and manage competing priorities.
• Experience producing operational reports, tracking KPIs, and escalating issues to leadership.
• Familiarity with vendor management, facilities coordination, or AP/payment processing a plus.
• Bachelor's degree required.

Skills Required

• Strong organizational and project coordination skills with high attention to detail.
• Clear and professional communication - written, verbal, and across organizational levels.
• Ability to facilitate team alignment and serve as a trusted point of contact for team concerns.
• Comfort with operational reporting and translating data into clear, actionable summaries.
• Customer-centric mindset with commitment to SLA adherence and issue resolution.
• Collaborative, cross-functional working style with ability to influence without direct authority.
• Problem-solving orientation with bias for follow-through and accountability.
• Adaptable and comfortable operating in a dynamic, growth-stage environment.

Technical Skills Required

• Proficiency in Microsoft 365 Suite (Excel, PowerPoint, Word, Outlook, Teams).
• Experience with project management tools (Monday.com, Asana, Jira, or similar).
• Familiarity with CRM or customer support platforms (Salesforce, Zendesk, HubSpot, or similar).
• Comfort with learning management systems (LMS) and educational technology platforms.
• Basic financial record-keeping and reporting capabilities.
• Experience with e-commerce platforms and digital operations preferred.

Supervisory Responsibility

This position supervises directors and managers across product, sales, marketing, curriculum, customer success, and operations for the Exam Pros business unit. Responsible for hiring, developing, and retaining top talent while fostering collaborative, accountable, high-performance culture.

Physical Requirements

No Direct

Internal and External Interaction

This position regularly interacts with the CEO, executive leadership team, and leaders across Career Certified's shared services functions including technology, finance, HR, and legal. Collaborates closely with other business unit general managers to share best practices and leverage synergies. Externally, engages with licensing organizations (state real estate commissions, insurance departments, FINRA, etc.), exam administrators (PSI, Pearson VUE, Prometric), industry associations, strategic partners, key customers, and occasionally prospective acquisition targets. Represents Exam Pros brand at industry conferences, regulatory meetings, and customer events.

Employment Benefits

Benefits granted upon hire date:

• Paid Time Off (PTO) structured on a take what you need basis (as referenced in the employee handbook)
• Paid company holidays (7 days off per year)
• 100% discount on Career Certified's products and services
• Tuition reimbursement, subject to approval

Additional employment benefits are granted following 30 days of hire date:

• Voluntary participation in Career Certified's medical, dental, and vision plans, as well as supplemental insurance options
• Voluntary participation in Career Certified's 401K plan