Authentication Manager

Job summary

Primary Objectives and Responsibilities: The following is a list of the core job functions
the Authentication Manager is expected to perform and prioritize.

What you will do

• Build Relationships:
• Build trusted relationships with your supervisors and team members.
• Understand your supervisors' and team members' strengths and opportunities for
  improvement.
• Give regular feedback on performance.
• Coach and develop Supervisors and team members.
• Ensure supervisor and teams are appropriately trained to process orders and handle.
• customer queries and escalations.
• Acquire and develop great talent.
• Maintain quarterly skip and cross-skip levels with teams.

Support the Team:

• Monitor the team throughout the day and adjust allocations or assist as needed.
• Assist team with queries re: policies/systems & follow through to resolution.
• Take ownership of escalations to resolution, engage with cross-functional teams where required in a timely manner.
• Take the lead to resolve any outages, escalate as required.
• Help the team understand the reasons behind decisions e.g. policy-related
  decisions.
• Understand the team’s pain points & take action on the team's concerns.
• Remove barriers that impact the team’s ability to do their job.
• Attend supervisor meetings on a regular cadence.
• Attend regular management meetings.

Build Strong Teams/Employee Morale:

• Communicate for impact.
• Promote teamwork and a positive environment for the team and center.
• Work closely with global CAS and cross-functional teams.
• Be a positive role model.

Improve the Customer Experience

• Act as an internal advocate for customers and the Authentication team.
• Initiate process and team improvements.
• Reduce the level of customer effort.
• Support team to deliver a high level of customer service.

Meet Team Goals:

• Lead team to achieve team goals, SLAs, and objectives.
• Plan ahead to ensure we have appropriate staffing.
• Analyze and understand results.
• Take action to improve team quality and efficiency.

What you will have

• Advance knowledge of Validation processes and procedures.
• Quickly adapt to new technology and terminology.
• Strong interpersonal skills.
• Excellent written and oral communication skills.
• Proficient in Slack, Microsoft O􀆯ice Word, Excel, Outlook, OneNote, and
  PowerPoint.
• Strong problem-solving, analytical, and critical thinking skills.
• Strict attention to detail and accuracy.
• Be proactive, self-directed, detailed, and organized in order to take the lead in any
  situation.
• Customer-focused and can demonstrate mastery of customer service skills.
• Flexible and adaptable (cope with long-term and short-term changes to plans).
• Experience with Knowledge Base documentation.
• Regularly demonstrate DigiCert Core Values.
• Ability to acquire and maintain Trusted Employee status.
• Must be a proven team builder and passionate about customer service, customer
  and employee satisfaction, and continuous improvement.

Experience/Education:

• 2+ years as an Authentication Analyst with a deep understanding of the validation
  policies and procedures.
• Bachelor’s degree preferred.

Benefits

• Competitive compensation and comprehensive health, dental, and vision coverage 
• Retirement savings programs with company matching (401(k) or RRSP) 
• Generous paid time off, including holidays, and vacation 
• Paid parental leave and family support benefits 
• Life and disability coverage 
• Flexible spending and health savings options (where applicable) 
• Health and wellness support, including gym reimbursement and wellness programs 
• Employee Assistance Program with 24/7confidential support for employees and families 
• Education assistance and professional development opportunities 
• Access to LinkedIn Learning and continuous learning resources 
• Employee referral bonus program and additional company perks and discounts 
• Internal rewards and recognition platform (Motivosity) to celebrate and acknowledge project wins, milestone achievements, and the outstanding contributions of our colleagues
• Business travel insurance and global employee support programs 

To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.

DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply.

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