The primary objective of the Customer Experience Associate (CEA) is to project a professional image and provide excellent customer experience in all communications and interactions. This is a key role within the organization as you are the face and voice of our customers and our Human Brand. You are the front line of support for our customers answering the their questions and enquires to ensure satisfaction with our products, and services, and (when applicable) actively promoting new services. This is not a conventional call center role with the focus on customer experience as opposed to handling time. With this in mind, the CEA must be passionate about customer experience and providing world-class service to our customers to achieve both individual and company objectives. This is a hybrid role. All candidates must live within commuting distance to Alexandria, VA.
Responsibilities
- Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI’s associated with the role. | - Actively promote products and services to our customers, explaining products and making recommendations based on customer driven information. | - Actively seek opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty. | - Manage day to day contacts: | - Deliver accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact. | - Resolve customer concerns through the case management system; create cases for each contact handled. | - Assist customers and candidates with items such as: password resets; contact or profile change requests; “how-to” issues concerning website use; certification process and renewal related issues/inquires; extensions; etc. | - Process payments for annual maintenance fees and diagnoses payment errors. | - Register customers for seminars. | | - Multitask through multiple web applications: Case Management System, Live Person Agent Desktop and IntelliVUE, etc. | - Recognize, document, and inform the regional manager regarding trends in customer correspondence. | - Escalate complex inquires / requests to subject matter experts. | - Carry out effective outreach to customers as required. | - Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries. | - Perform miscellaneous duties as assigned.
The Publications and Translations Lead is a key member of the Professional Development Operations team, responsible for overseeing the development, production, and delivery of ISC2’s educational publications—including textbooks, study guides, and course materials in both print and digital formats. This includes managing layout and formatting standards, version control, accessibility compliance, vendor coordination, and production timelines. This role requires deep knowledge of publication design and the ability to manage contractors and vendors who execute these tasks. | | Equally, the Publications and Translations Lead is responsible for managing the translation of course materials and publications into approved languages. This includes preparing source files, coordinating with translation vendors and partners, overseeing editing workflows, ensuring formatting and localization standards are met, and managing secure file transfers to ISC2’s print and digital vendors. The role ensures quality, consistency, and timely delivery across all formats and languages, supporting ISC2’s global reach and multilingual learner experience. | | This position is not available to residents of California.
Responsibilities
Publication Development & Production | - Oversee the design and layout of educational and foundational publications, ensuring alignment with ISC2 branding and formatting standards. | - Review and approve layouts created by contractors or vendors, ensuring quality and consistency. | - Ensure all layouts include ghost copy marks to support editorial and production workflows. | - Coordinate the preparation and conversion of files for both print and digital formats (e.g., EPUB, accessible PDFs). | - Conduct or oversee pre-press proof reviews and collaborate with vendors to proof and approve final files. | - Maintain consistency in visual hierarchy, typography, and instructional design elements. | - Optimize layouts for readability across formats and devices. | - Support the creation of publication prototypes or mockups for stakeholder review. | - Provide necessary support to the Standards and Practices team and their publications efforts | - Maintain a style library for reusable design elements. | - Ensure all digital publications meet accessibility standards (e.g., WCAG 2.1). | Translation Management | - Coordinate with internal stakeholders to manage the translation and editing of all course materials and publications into approved languages. | - Prepare source files for translation, ensuring formatting and version control are finalized prior to handoff. | - Track translation timelines and dependencies, including partner review schedules and QA completion of English materials. | - Collaborate with approved translation vendors (e.g., Ulatus) and ISC2 partners to ensure quality and consistency. | - Enforce formatting standards for translated deliverables (e.g., A4 PDFs, ePDFs for VitalSource). | - Manage the secure and timely transfer of translated files to ISC2’s print and digital publications vendors. | - Document translation workflows and lessons learned to support continuous improvement. | - Ensure translated publications meet accessibility and localization standards. | - Maintain and update language-specific glossaries and style guides to support consistency and reduce disputes. | - Track and report on translation quality metrics such as error rates, turnaround time, and partner satisfaction. | - Provide input into localization strategy, including formatting standards, accessibility, and cultural adaptation. | - Identify and mitigate risks related to version control, translation delays, and vendor performance. | - Develop internal documentation and training materials for teams interacting with publication and translation workflows. | - Align publication and translation timelines with product launches, marketing campaigns, and instructor onboarding. | File Management, Versioning & Revisions | - Create and manage a centralized SharePoint publications repository with structured folders and naming conventions. | - Apply metadata to all publications and maintain a searchable catalog. | - Create and manage a centralized SharePoint translation repository and apply metadata for searchability and version tracking. | - Enforce publication and translation version control protocols and maintain an archive of historical and retired materials. | - Track and manage publications and translations errata, coordinating regular updates and revisions with internal stakeholders. | - Maintain a change log for each publication and translation to track updates and rationale. | - Monitor the lifecycle of each publication and translation and coordinate with internal teams as needed. | - Support integration of version control tools within design software. | Vendor & Project Coordination | - Collaborate with and manage all translation, print and digital vendors | - Assist in vendor selection and manage production timelines and deliverables. | - Develop project briefs and technical specifications for vendors. | - Monitor vendor performance and escalate issues as needed. | - Support onboarding of new vendors with publication standards and file requirements. | - Track vendor costs per project and provide input for forecasting. | - Lead the RFP process for selecting and implementing a Digital Rights Management (DRM) software solution. | - Work with the Professional Development Project Manager to plan and track publication and translation projects and schedules. | Quality, Reporting & Continuous Improvement | - Implement quality assurance checklists for translations, publications layout, formatting, and accessibility. | - Conduct post-publication and/or translation reviews to identify lessons learned. | - Collect and analyze stakeholder feedback to inform future revisions. | - Maintain a feedback log to track recurring issues and improvement opportunities. | - Stay current on translation and publishing trends, tools, and technologies to improve workflows. | - Recommend and test automation tools (e.g., for accessibility tagging, batch exports, metadata generation). | - Develop dashboards or reports to visualize timelines, revision cycles, and vendor performance. | - Participate in cross-functional meetings to align publication and/or translation timelines with product launches or curriculum updates. | - Document and report on publication and translation activities, timelines, and vendor interactions to leadership.
We are on a journey of global growth at an important time in the Cybersecurity profession and are seeking a Vice President, Global Marketing to help us grow. You will have proven marketing leadership experience, preferably with a global non-proft association with certification programs, to develop, direct, implement, and champion a highly effective global marketing strategy. | | The Vice President, Global Marketing will lead the development and execution of global marketing strategies focused on driving member engagement, product adoption, exam and training revenue, and digital commerce growth. This role leads efforts in product marketing, performance and progression marketing, eCommerce, B2B enterprise marketing, and channel partner marketing. You will be an agile leader, who can balance strategy with the ability to reactandadaptquickly toan ever-changingmarketandcustomerenvironment.Therolerequiresthinkingfrom “outsidein”basedonrigorousapproachtounderstandingthemarket/customerwithastrongunderstandingforanalytics,navigates complexissuesandcomfortablewiththechangemanagementnecessarytodrivetransformation. | | Whilst this role does not manage brand strategy or the creative department, which ismanaged by the EVP of Corporate Affairs, close coordination with those functions is required. | | This position is not available to residents of California.
Responsibilities
- Develop and lead the global marketing strategy across product marketing, progression/lifecycle marketing, digital marketing, and eCommerce to drive member engagement, growth and revenue | - Own the creation and execution of marketing plans that move candidates through the funnel, from awareness to exam registration, training adoption, and certification | - Define and oversee implementation of KPIs across the full marketing funnel, ensuring alignment with organizational goals and accountability across the team | - Direct the strategy and positioning for product go-to-market efforts, working with the team to develop messaging, value propositions, and launch plans for certifications, training programs, and membership benefits | - Guide segmentation and personalization strategies to deliver targeted, data-driven campaigns that improve conversion and retention across global audiences | - Drive digital marketing strategy including SEO/SEM, paid media, email, and marketing automation, ensuring team execution aligns with performance benchmarks | - Lead eCommerce marketing efforts to enhance user experience, improve conversion rates, and grow online revenue across ISC2’s digital properties | - Build and own direct marketing strategies for B2B enterprise customers, including account-based marketing (ABM), industry campaigns, and pipeline acceleration tactics | - Create and manage global channel partner marketing programs, enabling partner success through scalable campaigns, co-branded assets, and sales enablement tools | - Partner closely with Sales and Product teams to align marketing strategy with go-to-market plans and commercial goals. | - Manage marketing budgets, agencies, and cross-functional collaboration to ensure efficient, high-quality execution of campaigns and initiatives | - Foster a culture of innovation, accountability, and continuous improvement across the marketing function | - Perform miscellaneous duties as assigned
The Exam Content Process Manager is primarily responsible for supporting all aspects of the examination development process from exam blueprint creation, through item writing and form development activities, to exam delivery, analysis and item review as well as being the liaison between the management and team members, leveraging tools like Jira to manage and automate content development workflows. The incumbent will facilitate the creation of examinations of the highest quality through Subject Matter Expert preparation, workshop participation, form review, process documentation and procedural compliance. This role will provide quality control for all exam items and forms, including the application of emergent technologies like Large Language Models (LLMs) and AI to enhance the quality assurance process. The Exam Content Process Manager must not only serve as a cybersecurity content expert with a broad understanding of relevant professional topics, but also demonstrate a mastery of the principles of item construction as well. The incumbent will be required to lead groups of subject matter experts from all over the world in the production of cohesive, relevant, and challenging examination items of the highest quality.
Responsibilities
- Manages staff workshop assignment. | - Manages and oversees Content Developer productivity targets utilizing Jira dashboards and reports for tracking and forecasting. | - Manages internal test development, forensic, and other vendors to maximize the effectiveness and productivity of contractor relationships as well as improve exam content development process | - Serves as a liaison between Exam Content Developers and senior management. | - Works with management to determine task assignments for team members,managing the allocation and progress of tasks within Jira to ensure clarity and efficiency. | - Trains, coaches, and works closely with Exam Content Developers on project management, daily assignments, and quality control, managing daily team activities. | - Shares in the planning, facilitation and reporting at team meetings. | - Fosters team professional growth, increased productivity and teambuilding for the Exam Content Development team. | - Drives process improvement by identifying, evaluating, and implementing new technologies, including workflow automation and AI/LLM applications, to increase the efficiency and effectiveness of the exam development lifecycle. | - Tracks and distributes critical communications and information in a timely fashion to the Exam Content Development team to reduce confusion, redundancies, and delays. | - Develops and maintains ISC2’s credentialing examination content, acting as the team exam content development expert. | - Leads efforts to standardize and maintain the authorized references list used for exam development purposes, ensuring accuracy and up to date references. | - Reviews ISC2 examinations and examination items at various stages of development prior to publication, leveraging AI-powered tools and expert judgment to ensure the highest standards of quality, accuracy, and fairness. | - Reviews candidate comments related to exam delivery, investigate issues, and take appropriate actions based on those investigations. | - Prepares for and manages examination development workshops. | - Provides for and maintains item bank and workshop security in accordance with program guidelines. | - Assists with developing security policies and procedures for examination content development, administration, and security. | - Collaborates with the other ISC2 business units to produce and maintain candidate information bulletins and other public facing documents/web pages related to ISC2 credentialing exams. | - Understands and adheres to ANSI requirements as they relate to ISC2 qualifications. | - Maintains and respects the boundaries between test development and professional development functions. | - Develops and maintains volunteer informational and instructional materials for item development purposes. | - Assists with examination adaptation activities and workshops. | - Supports examination forensic and test invalidation processes, exploring the use of data analysis and AI to identify potential content exposure or anomalies. | - Performs other duties as required.
The Manager, Customer Success & Account Management leads the team responsible for ensuring customer satisfaction, retention, and growth across all accounts. This role combines strategic leadership, operational oversight, and customer advocacy to drive measurable outcomes such as renewals, exam completions, and account expansion. You will be accountable for the performance of the Customer Success Account Managers and for aligning fulfillment operations with organizational goals.
Responsibilities
Leadership & Strategy | - Build, lead, and mentor a team of Customer Success Account Managers (CSAMs) to deliver exceptional customer experiences | - Define and implement the customer success strategy, focusing on retention, exam completion, and account growth | - Establish team KPIs, performance metrics, and operational processes that ensure consistency and scalability | - Partner cross-functionally with Sales, Delivery, Operations, and Marketing to align customer success with business objectives | Customer Retention & Growth | - Oversee the execution of account reviews, renewal cycles, and success planning to maximize customer retention | - Develop strategies to increase exam completion rates, ensuring learners achieve certification outcomes | - Collaborate with Sales to identify upsell, cross-sell, and lead generation opportunities from existing accounts | - Act as an escalation point for key accounts, ensuring resolution of complex issues | Delivery Fulfillment Oversight | - Ensure seamless execution of training delivery, including securing instructors, coordinating schedules, and ensuring material readiness | - Drive operational excellence in order processing, reporting, and account-level logistics | - Monitor and continuously improve fulfillment processes for efficiency and customer satisfaction | Team & Operational Management | - Provide day-to-day leadership, coaching, and professional development to CSAMs | - Oversee pipeline, order processing, and reporting functions to ensure timely execution and accuracy | - Develop best practices, playbooks, and standardized workflows to improve team performance and customer outcomes | | Perform miscellaneous duties as assigned.
The Customer Success Account Manager is responsible for driving customer satisfaction, retention, and growth across assigned accounts. You will ensure seamless delivery of services, proactive account management, and measurable customer outcomes. You will also combine strong organizational skills with customer-facing experience, and a results-driven mindset. | | This position is not available to residents of California.
Responsibilities
Customer Retention & Success | - Serve as the primary point of contact for assigned accounts, ensuring ongoing satisfaction and long-term retention. | - Conduct regular account reviews to assess customer goals, usage, and outcomes, providing actionable recommendations. | - Increase exam completion rates by monitoring learner progress, removing barriers, and providing engagement strategies. | Delivery Fulfillment | - Facilitate service delivery by coordinating instructor assignments, tracking of client expected training schedules, and ensuring all logistics are in place. | - Manage preparation and distribution of training materials, ensuring accurate and timely delivery to customers. | - Partner with internal operations, instructors, and vendors to guarantee a seamless customer experience. | Account Operations | - Oversee the day-to-day management of accounts, including processing orders, running reports, and maintaining accurate records in CRM systems. | - Track customer utilization, training fulfillment, and certification outcomes to ensure contractual obligations are met. | - Develop and deliver account-level reporting on performance, usage, and ROI. | Growth & Lead Generation | - Identify upsell and cross-sell opportunities through regular account engagement and success planning and engage sales partners to close. | - Partner with Sales and Business Development to generate qualified leads and expand existing customer relationships. | - Share customer insights and success stories to support marketing and sales initiatives. | Perform miscellaneous duties as assigned
The Senior Director of Digital Platforms will lead the strategy, governance, and execution of the organization’s customer-facing and revenue-generating digital platforms. This role is responsible for aligning digital systems with member experience, business growth, and data-driven decision-making. It provides cross-functional leadership across applications, data, and product stakeholders while ensuring the organization’s digital technology stack is scalable, performant, and innovative. | | This role is both strategic and operational — ideal for a digital leader with strong technical acumen, platform ownership experience, and a proven ability to lead cross-functional initiatives in complex environments. | | This position is not available to residents of California.
Responsibilities
Digital Platform Leadership & Governance | - Oversee the full lifecycle of key digital platforms including: | CMS, Search, Ecommerce, Personalization and Customer Data Platform, Community Forum, Chat, LMS, Events, Chapter Management, Volunteer, and Nominations platforms | - Establish clear platform ownership, roadmap planning, and governance frameworks across all digital systems | - Serve as a key digital partner to the Director of Applications & QA and Director of Enterprise Data & Analytics | Cross-Functional Oversight | - Drive coordination and strategic alignment across applications, QA, integrations, data, and analytics teams to support digital roadmap execution | - Guide the planning and rollout of new or evolving platforms, ensuring alignment with member needs and business outcomes | - Provide platform strategy input during enterprise planning, vendor selection, and implementation efforts | Digital Analytics & Tagging | - Lead digital tagging, funnel reporting, and analytics architecture (GA4, GTM, CDP) | - Partner with Data & Analytics to deliver actionable reporting on user behavior, performance KPIs, and member engagement | - Enable measurement frameworks for personalization and content targeting | AI & Personalization Strategy | - Drive experimentation and implementation of AI use cases related to customer experience, reporting, and engagement | - Collaborate with the CIO and Strategic Operations on the future of AI-enhanced analytics and member segmentation | Team Leadership | - Build and manage a high-performing team including: | - | - Manager of Enterprise Applications | - Web Analytics & Tagging Lead | - Community & Engagement Platforms Owner | | | - Provide mentorship and technical guidance across assigned platforms and staff | - | -
The Board Secretariat Manager will work directly with the Board Officers, Board Members and Board Committees assisting with succession and knowledge transfer within the Board. The Board Secretariat Manager is responsible for facilitating administrative detail, managing board and committee workflow and providing highly responsible staff support for the Board of Directors ensuring effective governance practices, compliance, and operational efficiency. The primary duty is to manage, record, produce, disseminate and archive the official record of all Board of Directors meetings and to prepare materials and logistics necessary for Board activities. Exercise considerable discretion and independent judgment in protecting or releasing confidential information and in interpreting and implementing policies and procedures within guidelines set by the Board of Directors and CEO. | | This position is not available to residents of California.
Responsibilities
Duties and Responsibilities:Meeting Management | - Plan, organize, and facilitate board, committee, and taskforce meetings. | - Ensure timely preparation and distribution of agendas, minutes, and related materials. | - Track attendance and ensure compliance with board policies. | Governance Compliance | - Ensure adherence to legal, regulatory, and policy requirements. | - Work collaboratively with the executive leadership team, Board Chair and Board Secretary | - Maintain up-to-date governance frameworks and board policies. | Record Keeping | - Maintain accurate records of meetings, resolutions, and board documentation. | - Manage access to board repositories and ensure proper document storage and archiving. | Director Onboarding and Offboarding | - Manage onboarding and offboarding processes for board members. | - Provide resources for new directors and ensure return of assets upon departure. | Communications | - Serve as liaison between the board, executive management, and stakeholders. | - Ensure effective communication and information flow. | Monitoring and Coordination | - Distribute post-meeting documents and track action items. | - Monitor action items and task ownership and progress against deliverables. | Board Member Performance Evaluation | - Coordinate board member evaluations in collaboration with the Board Chair. | - Ensure feedback is gathered, timelines are met, and follow-up actions are tracked. | Other Duties | - Undertake special projects and other activities at the discretion of the Board.