Manager, Validation Operations

The Manager, Validation Operations position at Sectigo plays a crucial role in ensuring exceptional customer experiences during the validation and issuance processes. As a key leader, you will set high standards for excellence by actively engaging in validation tasks, guiding the team towards success, and overseeing daily operations. Your responsibilities will include providing training, mentorship, and leadership on product knowledge, compliance requirements, and process policies. Additionally, you will be involved in driving process improvements, efficiency strategies, and fostering cross-team collaboration to enhance overall service delivery. Strong leadership capabilities, PKI technical expertise, customer service acumen, and exceptional communication skills are essential for this role. This is a full-time, in-office position based in Chennai, working five days a week at DLF IT Park, Manapakkam, and reporting to the Senior Manager, Validation. Your core functions and responsibilities will revolve around team leadership, customer success management, compliance oversight, and subject matter expertise. In terms of team leadership, you will lead, motivate, and mentor a team of validation professionals to create a positive and customer-centric work environment. You will also perform validation tasks, process orders, cases, and calls, while training and coaching agents on validation processes and ensuring adherence to best practices. Achieving key performance indicators such as NPS, CSAT, and issuance time goals will be part of your accountability, along with setting performance goals, conducting evaluations, and providing coaching and feedback to team members. Moreover, you will contribute to the development of training materials and programs that enhance validation processes, product knowledge, and customer service skills. For customer success management, you will monitor dynamic validation queues to optimize resource allocation and workflow for meeting issuance time goals. Addressing customer issues, troubleshooting problems, and providing prompt resolutions will be crucial aspects of your role. You will proactively communicate with customers, deliver timely updates, gather feedback, and address concerns professionally. In terms of compliance oversight, you will review cases and orders to ensure compliance with validation processes and procedures. Reporting mis-issued certificates and escalating for further investigation when necessary are part of your responsibilities. Applying industry standards and compliance requirements to validation scenarios, while training, mentoring, and evaluating team members, processes, and policies will also be key duties. As a subject matter expert, you will leverage your in-depth knowledge of products, services, validation systems, and policies to guide agents and resolve complex issues. Understanding validation processes, system limitations, and industry requirements will enable you to identify opportunities for process automation, improvements, and training. Additionally, you will contribute to the development of product roadmaps based on insights into validation process enhancements and industry needs. The ideal candidate should possess a Bachelor's degree in a related field (advanced degree preferred), along with a minimum of 10+ years of hands-on experience in customer-centric roles within the software/IT industry and 6+ years of experience in leadership roles. You should have demonstrated ability to work independently and collaboratively in a global, cross-functional environment, prior experience in an agile, customer-centric setting, strong leadership skills, excellent communication skills, and proficiency with customer support tools and CRM systems. This dynamic and challenging role is perfect for a professional with a passion for leadership, customer service, and process optimization. If you have a proven track record of driving team performance and continuous improvement in a fast-paced environment, we encourage you to apply and be a part of Sectigo's mission to secure the digital landscape for enterprises worldwide.,