Associate Operations Manager

About the Company

The Test Operations Manager is responsible for overseeing the end-to-end planning, execution, and optimization of test operations. This includes ensuring smooth test delivery, maintaining operational efficiency, and upholding quality and compliance standards. The role demands strong leadership, cross-functional collaboration, and a data-driven approach to continuously enhance testing processes and learner experience.

About the Role

The Test Operations Manager is responsible for overseeing the end-to-end planning, execution, and optimization of test operations. This includes ensuring smooth test delivery, maintaining operational efficiency, and upholding quality and compliance standards. The role demands strong leadership, cross-functional collaboration, and a data-driven approach to continuously enhance testing processes and learner experience.

Responsibilities :

• Test Operations Management
• Oversee daily test operations — from scheduling, setup, and execution to post-test reporting.
• Manage both online and offline (center-based) testing environments, ensuring reliability and security.
• Ensure adherence to all testing protocols, guidelines, and data integrity standards.
• Supervise test delivery teams and ensure SLA compliance across all operational metrics.
• Team Leadership & People Management
• Lead, mentor, and train a team of Test Operations Associates and Executives.
• Create staffing plans for high-volume test seasons, ensuring adequate coverage.
• Conduct performance reviews, set KPIs, and drive accountability across the team.
• Process Improvement & Quality Assurance
• Develop and standardize SOPs (Standard Operating Procedures) for test operations.
• Identify operational bottlenecks and drive continuous improvement initiatives.
• Implement quality checks and feedback loops to minimize errors and downtime.
• Collaborate with product and engineering teams to enhance testing platforms and workflows.
• Data Analysis & Reporting
• Track and analyze test performance metrics (attendance rates, issue logs, completion rates, etc.).
• Present actionable insights to leadership for process enhancement and resource optimization.
• Build dashboards and reports for visibility into daily and monthly operational performance.
• Stakeholder & Cross-Functional Collaboration
• Partner with Content, Product, Technology, Customer Support, and Business teams to ensure operational readiness.
• Act as the primary point of contact for internal and external stakeholders related to testing operations.
• Manage vendor relationships, including exam center partners and third-party service providers.
• Risk & Incident Management
• Monitor test sessions in real time to detect and address irregularities or technical issues.
• Ensure incident escalation protocols are followed, with root-cause analysis and preventive measures in place.
• Maintain compliance with data security, integrity, and privacy requirements.

Qualifications