Senior Manager Customer Success

Lead people. Shape the future. Make a difference to education. As Senior Manager Customer Success, you'll bring credible, authentic leadership to a significant operational area, leading around 50 permanent colleagues through a team of managers, with an additional 70 seasonal colleagues joining during peak periods, whilst helping shape the future of customer support 'll be part of the Customer Success Leadership Team and will play a key role in shaping how we deliver exceptional support to schools, colleges and learners across the country.

What makes this role different is the level of trust, autonomy and influence that comes with it. You'll be fully empowered to lead your area, make decisions, improve ways of working and build a culture where people can thrive. You'll inherit a capable team and have the opportunity to provide the steady leadership presence that helps people perform at their best.

You'll also play an important role in supporting AQA's future ambitions, including developing our approach as we continue to grow our presence in the vocational qualifications market.

• Leading and developing a large customer‑facing operation through a team of leaders and managers.
• Creating a high‑performing, engaged and supportive culture where people can do their best work.
• Providing visible leadership and direction during both routine operations and critical business periods.
• Managing operational performance, service standards, budgets and workforce plans.
• Supporting and developing managers to lead confidently and effectively.
• Building strong relationships with senior leaders and influencing across organisational boundaries.
• Leading change initiatives and helping teams navigate ambiguity with confidence.
• Identifying opportunities to improve customer outcomes, colleague experience and operational effectiveness.
• Contributing to the wider Customer Success strategy and future direction of the function.

This role will suit someone who has already led large operational teams or is operating at a senior manager level and ready to step into a broader, more influential leadership position.

• Experience leading sizeable customer service or customer‑focused operational teams through layers of management.
• A track record of developing managers and building leadership capability in others.
• Experience managing operational performance, service delivery, workforce planning and budgets.
• The judgement to make informed commercial decisions whilst balancing customer, colleague and organisational priorities.
• The presence and credibility to engage confidently with senior leaders and stakeholders.
• A calm, pragmatic leadership style and the ability to create clarity, alignment and momentum.
• Experience leading teams through change and helping people adapt successfully.
• Commitment to developing people, delivering excellent customer outcomes and continuous improvement.

This is an opportunity to lead a significant part of AQA's customer operation at a time of growth and change. You'll join a leadership team that values trust, empowerment and collaboration. You'll have the freedom to shape your area, develop your people, influence strategy and help define the future of customer support t importantly, you'll have the chance to lead in a way that reflects AQA's values: bringing confidence, care, integrity and ambition to everything you do.

Alongside the opportunity to lead a significant operational area and shape the future direction of customer support at AQA, you'll benefit from:

• A35‑hour working week with flexible, hybrid working.
• 25 days' annual…