Test Center Manager (Nairobi, Kenya)

Role Overview

As the leader of a Pearson VUE test center, you own both sides of the operation: the people who deliver exams and the environment candidates sit in. Your days mix hands-on floor work — setting up testing stations, troubleshooting a frozen terminal, walking a nervous candidate through check-in — with the behind-the-scenes management that keeps the site compliant, staffed, and audit-ready. This matters because the credentials earned in your center can change someone's career, so the reliability, confidentiality, and calm service you enforce are the reason candidates and clients trust the location.

Key Responsibilities

• Recruit, onboard, train, schedule, coach, and support test center staff, keeping the team certified and coverage complete across all open hours.
• Protect exam content and candidate information by maintaining a secure testing floor and enforcing strict confidentiality practices.
• Act as the primary point of contact for candidate questions, complaints, and special needs, resolving issues courteously and quickly.
• Run daily center operations, including test preparation and station readiness, recordkeeping, supply ordering and inventory, audit support, and review of timecards and payroll submissions.
• Coordinate building upkeep and repairs, and keep management, staff, vendors, and property contacts informed of operational problems and status changes.
• Work alongside technical support to diagnose and resolve basic hardware, software, and connectivity issues at the workstation level.
• Keep the center aligned with Pearson VUE policies, procedures, quality benchmarks, and security requirements, and address gaps as they appear.
• Escalate incidents, staffing concerns, and recurring problems to management with clear documentation and recommended next steps.

Requirements & Qualifications

• Demonstrated customer service experience; prior work in a testing, exam delivery, or proctoring environment is preferred.
• Previous leadership experience — supervising, coaching, training, or building schedules for a small team is preferred.
• Strong verbal and written communication, plus solid organization, scheduling, and problem-solving habits and a sharp eye for detail.
• Comfortable using Microsoft Office, Windows, and standard office equipment such as printers, scanners, and phones.
• Sound judgment, personal integrity, and the ability to work independently in a fast-paced setting with minimal supervision.
• Bachelor's degree or equivalent business experience preferred.
• Must complete Test Administrator certification and all required company training, and maintain annual recertification.
• Availability for flexible hours and occasional additional shifts as center demand requires.
• Able to work in a quiet testing environment, remain seated for extended periods, escort candidates throughout the center, and lift up to 20 lbs; travel to other test centers may be required.