Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Certification Operations Manager

Overview:
The Certification Operations Manager is responsible for the end to end operational execution of Mastercard’s global certification programs. This role ensures that all certification exams, processes, and learner support systems operate with excellence, consistency, and scale across our platforms. The Certification Operations Manager plays a pivotal role in translating exam design into seamless delivery, ensuring candidates can reliably access, take, and complete their certification assessments while maintaining operational rigor, data accuracy, and compliance with established program standards.
This role partners closely with the Certification Program Management, Product, Learning Platforms, Security, and Localisation teams to ensure certifications launch and run smoothly across all markets. The ideal candidate excels at process execution, systems operations, vendor coordination, and structured problem solving, with a passion for delivering an exceptional candidate experience.

Role:
Certification Exam Operations
• Manage the full exam creation and configuration lifecycle within Thought Industries LMS/Assessment platform for all programs, ensuring correct setup of each program’s exam forms and related exam structures (e.g., blue prints), assessment items and related rules and parameters (e.g. passing scores), and operational policies (e.g. technical issues during exam).
• Oversee the readiness, deployment, and ongoing maintenance of exam delivery experiences, collaborating with internal teams (e.g. Platform team) and external vendors as needed.
• Maintain strict operational controls to protect exam integrity, including adherence to security, privacy, and compliance requirements.
Candidate Experience & Support
• Serve as the primary operational point of contact for candidate support, including handling escalations, troubleshooting exam access issues, and ensuring timely resolutions through established support channels.
• Develop and maintain operational documentation, FAQs, and support workflows that improve candidate ease of use, and to reduce friction throughout the certification journey and internal support requirements.

Testing, Evaluation & Reporting
• Manage the execution of operational testing cycles for new exams or exam updates—validating configuration accuracy, platform behavior, performance, and user experience.
• Oversee reporting, data accuracy, and analytics on exam performance, delivery metrics, and candidate engagement; generate insights for program managers and leadership.
• Support ongoing maintenance activities including exam refresh cycles, issue resolution, and operational continuous improvement.
• Serve as the key lead for analytics and reporting, including dashboard development, highlighting areas of improvement, and producing clear, actionable reports for senior stakeholders.
Localisation Operations Support

• Coordinate localisation related workflows for certification content, platforms, and candidate communications, including tracking of translation progress, quality checks, and delivery timelines.
Operational Governance & Vendor Management
• Contribute to the development and refinement of operational policies, processes, and SOPs that support scalable, globally consistent certification delivery.
Cross Functional Collaboration
• Partner with Certification Program Manager(s) to ensure seamless go live coordination, exam rollouts, and ongoing program health.
• Collaborate with Product, Engineering, Legal, and Customer Experience teams to address operational risks, implement enhancements, and support strategic certification initiatives.
• Support the Content Development team in the design and structuring of certification topics, ensuring strong alignment between instructional design, assessment requirements, and overall program objectives.

All about you - the Ideal Candidate Profile
• Strong background in certification operations, exam delivery, testing platforms, or credentialing related administration.
• Detail oriented with demonstrated ability to manage complex operational workflows at scale.
• Proficient in LMS or assessment delivery platforms, with aptitude for learning new systems quickly.
• Skilled in analytical reporting, problem solving, and structured execution.
• Excellent communication and stakeholder management skills, with a service oriented mindset.
• Experience working with global teams, localisation workflows, or vendor management preferred.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.