Senior Operations Manager

Job Title:

Senior Operations Manager

Salary: £45,100 - £60,400

Location:

Cambridge, UK – Hybrid (at least 2-3 days per week in the office)

Contract:

Permanent, Full-time

If you are innovative, customer-focused and great at managing complexity in an ever-changing world, and are looking for a new and exciting challenge, this could be the role for you.

We are looking for an experienced, highly motivated and encouraging Senior Operations Manager to join our team and deliver excellent service to customers around the world. You'll play a key role in leading high-performing teams, driving continuous improvement, and helping us advance our mission of contributing to a world where everyone has the opportunity to learn and thrive.

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

We are seeking an experienced, highly organised and dynamic Senior Operations Manager who thrives in a changing environment and is motivated by delivering excellent operational service to our customers.

We deliver millions of English language qualifications globally each year and this role is vital to delivering these on time and to our highest standards. Reporting to the Head of Exam Services, you will:

• Lead, motivate, and develop your team, driving engagement and supporting colleagues through changes to products, structures, processes, and systems. Your team will be based across the UK and the Philippines.
• Deliver an excellent operational service to a broad range of customers globally, ensuring work is completed on time, to standard, and in line with agreed service levels.
• Contribute to projects and continuous improvement initiatives as a subject matter expert, representing Exam Services. Make high-stakes operational decisions and project recommendations to ensure quality and regulatory compliance.
• Collaborate closely with another Senior Operations Manager within Exam Services, working together to achieve shared objectives. Being a strong team player is essential.
• Ensure peak processing periods, bespoke sessions, and projects are effectively planned and regularly reviewed, with issues, risks, and non-conformances accurately recorded, investigated, and appropriately mitigated.
• Build and maintain strong working relationships with colleagues across the organisation and with key external stakeholders.
• Lead teams across Exam Services in the development and maintenance of Standard Operating Procedures (SOPs), work instructions, and other key documentation to support business compliance.

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.

You are an experienced and supportive people leader with a track record of leading high-performing teams in a complex operational environment. Highly organised and customer-focused, you can balance multiple priorities while maintaining quality, compliance and service excellence.

You thrive in a fast-paced environment and are confident leading teams through change, managing risk, and driving continuous improvement. With strong communication, problem-solving and decision-making skills, you build effective relationships and deliver positive outcomes for customers and colleagues.

If you meet the above minimum requirements, we encourage you to apply. Your application will be even stronger if you can also demonstrate the following desirable criteria:

• Experience of examinations delivery, assessment operations, or another regulated operational environment.
• Project management qualification (Prince 2, APM Project Fundamentals, Lean Six Sigma, etc.).

For a detailed job description, please refer to the link at the bottom of the advert on our careers site.

We are a Disability Confident (DC) employer that is committed to equality…