Manager, Certification Operations

Job Description

Job Description

Under the direction of the Director, Certification & CE Operations, the Manager, Certification Operations oversees the day-to-day execution of certification operations, ensuring the accurate, timely, and consistent administration of CFP Board's certification lifecycle. The Manager leads operational teams responsible for examination registration, experience verification, education verification, certification maintenance, and related certification activities while fostering operational excellence, quality assurance, continuous improvement, and an exceptional candidate and certificant experience.

Essential Functions

• Manage the daily operations of Certification Operations, including examination registration, experience verification, education verification, certification maintenance, reinstatements, appeals, and other certification lifecycle activities.
• Supervise, coach, develop, and evaluate Certification Operations staff, fostering a collaborative, service-oriented, and high-performing team culture.
• Establish operational priorities, allocate workloads, and manage staffing resources to ensure timely processing, service levels, and business continuity during peak operational periods.
• Ensure consistent application of CFP Board policies, procedures, and operational standards across Certification Operations while maintaining compliance with organizational requirements.
• Oversee examination registration operations, candidate processing, accommodations, certification records, and related operational workflows.
• Monitor operational performance, service metrics, processing volumes, and key performance indicators; prepare reports and dashboards to support leadership decision-making.
• Lead quality assurance activities, ensuring the accuracy and integrity of certification records, operational documentation, and candidate data.
• Partner with the Policy, Governance, Risk & Audit function to support audit readiness, accreditation requirements, compliance activities, and implementation of corrective actions, as appropriate.
• Identify operational risks, bottlenecks, and service issues; develop and implement process improvements that enhance efficiency, consistency, quality, and the candidate experience.
• Lead operational planning for examination cycles and other certification activities, coordinating timelines, communications, staffing plans, and operational readiness.
• Oversee vendor-related operational activities supporting Certification Operations, including coordination with testing vendors and other external partners, as assigned.
• Collaborate closely with Standards & Competency to ensure consistent operational implementation of certification standards, examination policies, and certification requirements.
• Partner with Program & Partner Operations, Contact Center, Marketing, Information Technology, Policy, Governance, Risk & Audit, and other internal teams to coordinate cross-functional initiatives and resolve complex operational issues.
• Serve as an escalation point for complex candidate, certificant, Registered Program, and stakeholder inquiries requiring operational judgment or exception handling.
• Develop, implement, and maintain standard operating procedures, operational documentation, training materials, and staff cross-training plans to support consistency and scalability.
• Support organizational initiatives, technology implementations, automation efforts, and operational change management activities.
• Assist the Director, Certification & CE Operations in developing operational strategies, budgets, workforce planning, performance goals, and departmental priorities.
• Perform other duties as assigned.

Background/Skills/Abilities Preferred

• Bachelor's degree in business administration, public administration, higher education administration, education, psychology, or a related field; master's degree preferred.
• Five or more years of progressively responsible experience in certification, credentialing, examination administration, association management, higher education administration, or related operational environments.
• Two or more years of supervisory or people management experience.
• Demonstrated experience leading operational teams responsible for high-volume, deadline-driven processes.
• Knowledge of certification, testing, credentialing, or accreditation standards and operational practices.
• Demonstrated ability to lead continuous improvement initiatives and implement operational process enhancements.
• Experience establishing operational metrics, monitoring performance, and using data to improve operational effectiveness.
• Strong analytical, organizational, and problem-solving skills with exceptional attention to detail.
• Demonstrated ability to interpret and consistently apply policies, procedures, and operational standards.
• Excellent written, verbal, and interpersonal communication skills with the ability to communicate effectively across all organizational levels.
• Proven ability to build collaborative relationships across departments and manage competing priorities in a dynamic environment.
• Experience managing vendors, operational projects, or technology implementations preferred.
• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.
• Experience working with association management systems (AMS), CRM platforms, learning management systems (LMS), or similar enterprise applications preferred.
• Commitment to confidentiality, operational integrity, and exceptional customer service.

About CFP Board

CFP Board is the professional body for personal financial planners in the U.S. CFP Board consists of two affiliated organizations focused on advancing the financial planning profession for the public’s benefit. CFP Board of Standards (501(c)(6)) sets and upholds standards for financial planning and administers the prestigious CERTIFIED FINANCIAL PLANNERTM certification — widely recognized by the public, advisors and firms as the standard for financial planners — so that the public has access to the benefits of competent and ethical financial planning.

CFP® certification is held by more than 107,000 people in the U.S. CFP Board Center for Financial Planning (501(c)(3)) addresses diversity and workforce development challenges and conducts and publishes research that adds to the financial planning profession’s body of knowledge.

This position is part of the 501(c)(6).

This position is based in the Washington D.C. office and works a hybrid schedule which could be changed at any time.

CFP Board believes that diversity of experience and perspective are strengths and seeks to continue to grow a highly committed, skilled, and collaborative staff.

CFP Board is an Equal Opportunity Employer. The applicable starting annual base salary is anticipated to be in the range of $98,000.00 to $115,000.00. In addition to base salary, total compensation includes incentive compensation for which employees are eligible based on completion of individual goals.