Description

As a Certification Operations Associate you will help advance GBCI’s goals by owning the end‑to‑end certification workflow, from project application and submittal through final certification and verification. You will drive initiatives that improve project timeliness and customer satisfaction while aligning with the organization’s mission and strategic objectives.

You will report to the Manager of Certification Operations and work within a cross‑functional team that collaborates closely with TCS, Billing, and Technology groups. Your contributions will shape impactful outcomes across multiple GBCI programs.

• Manage the full lifecycle of certification/verification cases, ensuring alignment with program policies and service-level timelines across multiple GBCI programs.
• Serve as the primary point-of-contact for project teams from application/submittal to final certification/verification; provide clear guidance/follow up as needed, and coordinate with internal/external review teams to resolve issues.
• Monitor review timelines, proactively mitigate risks to deadlines, and drive on-time delivery through issue tracking and escalation.
• Communicate internal policies consistently to both customers and reviewers; documenting exceptions and decisions as needed.
• Maintain comprehensive, version-controlled documentation for business requirements, SOPs, policies, tools, and applications.
• Maintain a well-rounded understanding of nuanced review processes across GBCI’s programs; anticipate friction points and advise on best practices to facilitate seamless reviews from both customer and reviewer perspectives.
• Analyze business processes and recommend improvements that measurably increase customer satisfaction and operational efficiency (e.g., platform/software enhancements, bug fixes, UX improvements, reporting and analytics, and actioning customer feedback).
• Collaborate cross-departmentally to resolve technical/process issues, streamline handoffs, and improve the end-to-end customer journey.
• Stay current on business tools and methods that impact third-party verification delivery; champion best practices in case management, documentation, and reporting.
• Detail orientation with high standards for quality, documentation, and data integrity without consistent supervision.

Requirements

The position is remote within the United States, with a standard Monday‑Friday schedule from 9 AM to 5:30 PM EST and requires less than 5 % travel.

• Maintain a positive, professional demeanor under pressure and during escalations; model best-in-class customer support.
• 2+ years in operations, program coordination, project management, customer success, or standards/compliance environments.
• Proven experience creating and maintaining SOPs and process documentation.
• Familiarity with GBCI programs (LEED, EDGE, PEER, SITES, TRUE, IREE) and their review processes.
• Bachelor’s degree or equivalent experience in sustainability, engineering, architecture, environmental science, business, or operations.
• Proficiency with collaboration and case management tools (e.g. Salesforce), knowledge management (e.g., Zendesk or similar), and productivity suites (e.g. Notion, Microsoft).
• Microsoft Suite, advanced Excel preferred.
• Experience leveraging AI or integrating AI capabilities to automate workflows, enhance knowledge management, and/or improve customer support.
• Strong analytical skills; comfort with metrics, dashboards, and deriving insights to inform decisions.
• Demonstrated ability to manage complex case workflows and competing priorities under strict timelines.
• Exceptional written and verbal communication; ability to translate technical policies into clear guidance for diverse audiences.
• Resilience and adaptability composure under pressure.
• LEED Green Associate or other relevant credential(s) or ability to obtain within 1 year.
• English.
• Recognition in 180+ countries for innovation in green building and business practices.

Benefits

Compensation will be determined at the time of offer and may vary based on internal equity, experience, and qualifications. The role includes a comprehensive benefits suite covering health, retirement, paid time off, and professional development.

• Competitive compensation.
• 401(k) with employer matching.
• Professional development reimbursement.
• Healthcare plan through Cigna that includes medical, dental, vision, and prescription drugs; USGBC covers 100% of premiums and provides an HRA to assist with in‑network deductible, with a $300 individual / $600 family upfront deductible.
• Generous paid time off (12 paid holidays, 9 paid personal sick days and, based on career level, either 2 to 3 weeks PTO), including a full‑week closure between Christmas and New Year’s.
• 6 weeks paid renewal leave after 7 years of continuous service.
• Millions of square feet of certified healthy, efficient, low‑carbon space.
• Opportunities to grow your career and take ownership of meaningful work.
• A chance to make a measurable impact on global sustainability efforts.

Training + Development

Interview process

Visa Sponsorship

Security clearance