General Summary
The Exam Operations Manager is the primary guardian of the certification lifecycle. Your mission is to ensure every student’s journey—from registration to certification—is seamless, compliant, and accurate. You will manage complex exam logistics for WSET Levels 1–4 across local, satellite, and corporate locations while providing exceptional support to our students.

Essential Job Functions

1. Exam Lifecycle & Logistics Management
*WSET Levels 1-3: Manage the end-to-end process for Napa and Satellite locations, including ordering and printing exams, securing and supporting proctors, and overseeing internal assessments.
*Level 4 (Diploma): Execute high-stakes Diploma logistics, including Chain of Custody for exam wines and D6 papers, sign-in sheets, and "Reasonable Adjustment" accommodations.
*Corporate: Coordinate with WSET to set up new pilot locations and manage specialized corporate exam flows.
*Logistics: Collaborate with internal teams on exam wines and shipping exams and wines to satellite locations.
Examination Administration: Proctor and administer in-person examinations, ensuring all sessions are conducted in strict accordance with WSET and NVWA regulations.

2. Data Integrity & Systems Administration
*Strategic Planning: Create and maintain annual online and in-person Exams Calendar
*CRM Management: Maintain accurate student records, update registration lists, and manage exam visibility/availability.
*Results Processing: Enter and track exam results from WSET, ensuring timely communication to students and internal reporting for the education team.
*Secure Global Logistics: Manage the end-to-end "Chain of Custody" for physical exam papers—ensuring secure delivery to satellite locations and the tracked, compliant return of completed exams to WSET London.

3. Student Support & Ticket Management
*Inquiry Resolution: Provide dedicated student support by managing and resolving exam-related tickets via the Help Desk, Chat, email and phone.Advising: Act as the subject matter expert for students regarding exam deadlines, prerequisites, deferral, special accommodations and transfer requests.
*Results Communication: Issue official exam results and handle follow-up communications to ensure students understand their next steps.

4. Compliance & Quality Assurance
*WSET Main Contact: Serve as the primary liaison for WSET compliance and Quality Assurance (QA) cases.
*Process Standards: Define and maintain exam workflows, online exam technical requirements, proctor scripts, and internal software data accuracy to meet strict certification standards.
*Team Empowerment: Develop SOPs and provide regular training for proctors to ensure consistent execution across all locations.

Required Skills & Abilities
*Operational Precision: High-level data entry and organizational skills with a "zero-error" mindset.
*Communication: Ability to remain outgoing and people-oriented while enforcing strict compliance rules.
*Problem Solving: Analytical approach to managing overlapping deadlines and logistics for multiple locations.
*Technical Proficiency: Skilled in leveraging operational technology—including CRM databases, project management tools, and shipping platforms—to ensure data integrity and schedule accuracy across the Google Workspace suite

NVWA Values
*Deliver an Amazing Experience
*We are a Team
*We Maintain A Positive Focus
*We Have Passion for Our Work
*Own Your Own Success

www.napavalleywineacademy.com