Operations Support Manager

Job Title: Operations Support Manager

Salary: £29,700 - £38,550

Location: Cambridge/Whittlesford UK – Hybrid with 40-60% of time in the office

Contract: Fixed Term/Secondment (12months)

Hours: Full time
35 hours per week

At Cambridge, our work helps millions of learners worldwide demonstrate their English language skills and achieve their ambitions. We're looking for an experienced and inspiring people leader to join our Assessment Operations team, where you'll lead and develop colleagues while ensuring the smooth, accurate, and customer-focused delivery of Cambridge English Qualifications.

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

This is an exciting opportunity to make a genuine impact through team leadership, operational excellence, and continuous improvement. Working within a collaborative and supportive culture, you'll empower colleagues to succeed, drive high-quality service delivery, contribute to strategic initiatives, and help shape an environment where individuals can grow, innovate, and perform at their best.

This role is responsible for leading and developing a team of Assessment Operations Coordinators and Senior Assessment Operations Coordinators to ensure the accurate, efficient, and customer-focused delivery of Cambridge English Qualifications examinations. The post holder oversees business-critical assessment processes, supports operational excellence through effective people management, and drives compliance with regulatory and quality standards while ensuring high levels of service for internal and external stakeholders.

Working collaboratively across the organisation, the role combines day-to-day operational leadership with continuous improvement activity, including process documentation, training delivery, risk management, and operational change initiatives. The successful candidate will empower colleagues to perform at their best, contribute to strategic improvements, and help ensure the successful delivery of assessment services that support Cambridge's global mission.

• Leading and developing a team of Assessment Operations Coordinators and Senior Coordinators.
• Monitoring workload, quality, and delivery against agreed deadlines.
• Managing recruitment, onboarding, training, and performance support.
• Identifying, investigating, and mitigating operational risks and issues.
• Ensuring compliance with regulatory and business processes.
• Creating, reviewing, and approving process documentation and work instructions.
• Driving continuous improvement to processes, documentation, and ways of working.
• Building strong relationships with internal teams and external stakeholders.
• Supporting the resolution of customer queries and escalations.
• Delivering training, inductions, and ongoing capability development.
• Contributing to operational improvement initiatives and project activities.
• Promoting a positive, inclusive, and high-performing team culture.

This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face-to-face at their dedicated location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition.

We are seeking a candidate with proven experience in leading operational teams and delivering high-quality service within a fast-paced environment. The ideal candidate will be able to manage multiple priorities, drive process improvements, and support colleagues effectively while ensuring…