Mediant Labs
Website:
mediantlabs.com
Job details:
Company Description Mediant Labs Inc. specializes in transformative learning and development solutions tailored to the specific needs of each client organization. The company builds long-term relationships by listening closely, understanding evolving learning priorities, and acting as a trusted, consultative partner throughout the year. Through strategic consulting, customized learning design, and advanced technologies, Mediant Labs delivers precise, innovative solutions that address complex challenges and drive measurable outcomes. With over 60 years of collective experience across industries, the team takes a holistic view of learning ecosystems, treating them as strategic assets that support growth, performance, and skill development. Mediant Labs leverages AI-driven assessments and LMS automation to create dynamic, personalized learning paths that keep workforces agile, data-driven, and future-ready.
Job Description for Certification Operations Specialist
Support the operations of a global technology certification program, acting as the primary operational point of contact for certification activities, escalations, reporting, vendor coordination, and continuous improvement initiatives.
Key Responsibilities
Certification Support & Administration
- Respond to candidate and customer inquiries through email, ticketing systems (Zendesk or similar), and other support channels.
- Resolve certification-related issues including User ID, certification status, exam scheduling, and program inquiries.
- Support certification publishing, credential management, and LMS administration activities.
- Manage support queues while ensuring timely resolution within defined SLAs.
Certification Operations
- Manage day-to-day certification operations and recurring operational activities.
- Administer certification platforms including CertMetrics, Alpine, Credly, LMS, or similar systems.
- Coordinate certification activities with Pearson VUE and other external vendors.
- Generate operational reports, dashboards, analytics, and data extracts using Excel.
Customer & Stakeholder Management
- Act as the primary point of contact for certification-related operational activities.
- Handle customer queries and operational escalations.
- Collaborate with internal teams, certification administrators, vendors, and stakeholders to ensure seamless program delivery.
Process Improvement
- Identify opportunities to improve certification processes and operational efficiencies.
- Maintain operational documentation, SOPs, and knowledge repositories.
- Support automation and continuous improvement initiatives.
Leadership (Applicable for Senior Candidates)
- Mentor and support junior certification team members.
- Drive operational excellence across certification programs.
- Independently manage projects, reporting, and customer communications.
Qualifications
- 2–10+ years of experience in Certification Operations, Learning Operations, Customer Support, Program Management, or Certification Administration.
- Experience working with CertMetrics, Alpine, Credly, Pearson VUE, LMS, or similar certification platforms is preferred.
- Experience using Zendesk or similar ticketing systems.
- Strong proficiency in Microsoft Excel for reporting and data analysis.
- Excellent written and verbal communication skills.
- Strong analytical, organizational, and problem-solving abilities.
- Customer-focused with exceptional attention to detail.
- Ability to work independently and effectively in a fast-paced environment.
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