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SANS ISC: InfoSec Jobs - Senior Manager - Quality and Student Experience Virtual GCIH, GSLC, GCFA InfoSec Jobs

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Senior Manager - Quality and Student Experience
Company The SANS Institutue
Location Virtual
Preferred GIAC Certifications GCIH, GSLC, GCFA
Travel 20%
Salary Not provided
URL Not provided
Contact Name Ray Hawkins
Contact Email rhawkins/at/
Expires 2018-02-10

Job Description

Role Summary:

The QA Senior Manager will oversee all aspects of quality outreach, review, testing, analysis and reporting for the Online Training (OLT) business, while managing a global team of professionals overseeing QA, QC, and student experience. This role reports to the Director of Online Training. The role will prioritize competing needs in order to ensure the highest quality learning experience to our students. They will compile, organize, summarize and present quality data (from various and potentially disparate sources) in a clearly understandable process and format. They will then use that data to identify and highlight concerns across all OLT businesses and provide actionable data for management decision making. A successful candidate will also recommend, create and implement quality processes to streamline and improve student outreach by creating visibility for OLT Leadership where issues exist. Success will be measured by course scores, deliverables, team interaction, reporting/communication, and meeting QA SLAs.


- Provide guidance and leadership to ensure all courses (new and updated) are delivered to OnDemand students with the highest quality through a consistent repeatable quality testing and assessment program

- Ensure the implementation of quality programs to rigorously assess and audit the student experience, course content, course labs, the Online delivery platforms, SME and Technical Support proficiency, course quizzes and instructor performance (QCET, Problem Management, Secret Shopper, Content Testing, Course-specific analysis)

- Provide technical and management levels reports on the student experience, quality performance and key initiatives on a weekly, monthly and quarterly basis (structured) or as needed for Executive briefings

- Ensure the innovation, development, management and enhancement of tools, technology and process to facilitate student evaluation and response, improve quality team analytics and provide stakeholders relevant actionable data with respect to course health

- Hire, manage and lead the resources needed to execute the above noted requirements

Courseware / SME / Student Support

- Hire, train and provide management and leadership to SANS OLT Subject Matter Experts (SME) as aligned to the SANS Curriculum

- Ensure that Student Support is provided to all Online Training students in a timely, effective, measurable manner

- Ensure the development, implementation and management of processes to provide qualitative and functional review of labs for all SANS courses

- Ensure the development, implementation and management of processes to deliver high quality quiz content (questions) for Online courses

- Provide guidance and leadership to ensure feedback from students, SME and 1099s for each course is collected, sanitized and communicated to authors in a timely, effective manner

- Hire, manage and lead the resources needed to execute the above noted requirements


- Provide material contribution to business meetings, development and improvement initiatives and requested

- Demonstrate effective knowledge and understanding of Online Training modalities, SANS Courseware, GIAC certifications

- Show results in developing and enhancing internal resources (QA / SME teams), building internal relationships, always seeking improvement to the Student Experience

1. Education - Bachelor’s degree or equivalent

2. Candidate must have attended 1 or more SANS classes within the prior 12-18 months

3. Candidate should have 2 or more GIAC certifications (e.g. GSLC, GCIH, GCFA)

4. Basic to intermediate statistical knowledge required. Minimum 4 years experience in Quality Assurance roles.

5. Leadership Skills. You will work with authors, instructors, SANS staff and other SANS Quality peers to develop and enhance the quality processes used for OLT

6. Comfortable working in a virtual organization with travel

7. Fluent in English, particularly in written communications

8. Basic understanding of Software Development Life-cycle
Knowledge, skills, abilities:
1. Familiar with Smart Sheet, Tableau, Excel, Confluence

2. Organized, with a critical attention to detail

3. Strong interpersonal and customer service skills

4. Ability to work with/for multiple employees and meet deadlines

5. Resourceful, self-motivated, goal-oriented

6. Strong verbal and written communication skills

7. Knowledge of technology solutions for the Internet, hand held devices, personal computers and networks

8. Experienced using process improvement methodologies and tools, including statistical methodologies