SUMMARY

Oversight and responsibility for the administration, operations and customer experience for the Association for Materials Protection and Performance (AMPP) certification programs and related services.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Responsible for customer facing certification related operational activities with the emphasis on customer experience.
• Leads team responsible for the processing of certification applications and renewals, including but not limited to work allocation, hiring, training, coaching/counseling, and general oversight and guidance to the staff.
• Consistently evaluates and improves operational effectiveness, through the use of systems, processes and policies, in an effort to maximize business capabilities and improve customer engagement.
• Responsible for all customer relationship development programs related to the Certification Department, to improve retention through care and feeding of the certified community
• Provide monthly reports to the Certification Director on certification metrics and activities.
• Responsible for the daily oversight of the certification operational budget including review and approval of invoices.
• Responsible for administration and management of vendor relationships pertaining to certification operations including the Request for Price (RFP) process through implementation
• Represent the Certification Department to AMPP courses, review boards, or chapter events, as determined by manager. Provide presentations on the organization and/or the certification program as required.
• General oversight of the local testing facility (at Elcometer) and the Pearson VUE Certified Test Administrators, including overseeing the certification/annual recertification of proctors, as well as ensure proctors' compliance with proctoring policies.
• Oversee operations department procedures and ensure all documents are kept up to date according to ISO 9001 standards

SUPERVISORY RESPONSIBILITIES
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAVEL REQUIREMENTS

Some travel may be expected for this role and a passport may be required.

EDUCATION and/or EXPERIENCE

• Three to five years of experience in an administrative, customer service, or related business environment is preferred.
• A four-year degree in business, marketing, project management, customer service or related discipline is a plus.
• Working knowledge of volunteer organizations and practices, including but not limited to, volunteer leadership roles; budgeting; communication standards; project management; volunteer/association benefits (value of membership); customer relationship software; and website resources.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, members, employees of the organization, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, etc. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to develop and interpret business graphs.

REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.

OTHER SKILLS and ABILITIES

Must possess a specific level of communication skill both verbal and written. Have demonstrated personnel management skills including, but not limited to, the ability to evaluate staff performance and provide direction, is highly desirable. Ability to work in a multi-task environment taking into account various external factors and to communicate efficiently and accurately to both managers/supervisors and subordinate staff. Must be computer literate with knowledge and experience in word processing and spreadsheet softwares. Ability to learn and use association specific software.
Other skills necessary:

• The ability to effectively manage and delegate to direct reports is a key requirement of this position.

• The ability to influence others on matters related to certification that do not report to this position is critical.

• Requires moderate computer skills including knowledge of computerized business and management tools.

• Ability to learn and use association specific software.

• Excellent written and verbal communication skills, ability to interface with all levels of staff, staff management, membership, and association leadership.

• Ability to effectively communicate the association goals with members one on one or in large settings (public speaking).

• Ability to work independently, with minimal supervision, to accomplish predetermined goals and objectives.

• Requires creative, detail oriented individual with ability to manage multiple high priority projects simultaneously.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.