About the role

Join the team that architects HashiCorp’s Cloud Engineer Certifications Program. We work with subject matter experts to produce and maintain certification exams, work with assessment partners to deliver exams, and support HashiCorp practitioners across the world as they work to become certified.

As the Product Certification Manager for Candidate Experience at HashiCorp, you will own the experience of our exam candidates at every part of the process from discovering our program, through studying for exams, to earning and keeping their certifications. We’re looking for someone who’s focused on fair and positive customer experiences.

Our goal is to reach new exam-candidates for the certification program while providing the best experience possible, and this role will be instrumental in achieving that end. Our team is outcomes-focused; the ideal candidate will be comfortable advocating for what is right in a given situation. We want to grow this role with our new team member, and we’re so excited to see what this new person can bring to the team.

In this role you can expect to

• Exam-Candidate Communication
• Lead exam-candidate communication including automatic and periodic emails, blog posts, and announcements
• Write/update public exam informational pages including working with Design/Development to optimize user experience
• Monitor external exam prep resources for compliance with our program rules
• Exam Support
• Write and maintain exam-candidate knowledgebase articles
• Act as process engineer for exam-candidate support inbox procedures and reporting
• Train and lead exam-candidate support contractors, including answering escalated tickets
• Exam-Candidate Outreach
• Interface with Marketing for certification related campaigns
• Lead internal certification program enablement and engagement efforts
• Gather feedback from candidates via social media, support tickets, and user interviews

You may be a good fit for our team if you have

• An approach to customer interaction based in empathy and humanity
• Experience with Content Marketing or other Digital Marketing 
• Project management proficiency
• Experience with technical writing, and/or knowledgebase management
• Comfort using content management systems, task tracking tools, calendars, collaborative spreadsheets, and other online collaboration tools
• Tech or tech adjacent role experience
• Product management knowledge such as user interviews and requirements gathering 
• Excellent written and verbal communication skills - these will be tested during the interview process
• Curiosity about learning, professional development, certifications, career qualifications, and career advancement
• Helpdesk or other written customer support experience preferred but not required
• Experience as team lead and/or training team members preferred but not required
• Experience with the terminology, technology, and ecosystem of cloud infrastructure (AWS, Azure, Google Cloud, and others) is preferred but not required
• Experience with assessment platforms, badging providers, technical exam platforms, proctoring organizations, or similar is preferred but not required
• Understanding of Google Apps Script is preferred but not required

HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.

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