Authentication Manager

Who we are

Digi Cert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered Digi Cert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose Digi Cert to stop today’s threats and prepare for a quantum-safe future at

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

• 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.

• 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.

• 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.

• 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.

• 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.

• 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 Office Word, Excel, Outlook, One Note, 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 Digi Cert 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.

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

• 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 24/7 confidential support for employees and families
• Education assistance and professional development opportunities
• Access to Linked In Learning and continuous learning resources
• Employee referral bonus program…