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

Strong project management and operations planning skills.

Excellent people management and leadership capabilities.

Analytical mindset with experience in reporting and dashboarding tools (Excel, Google Sheets, Power BI, etc.).

Excellent communication, coordination, and stakeholder management skills.

High attention to detail, problem-solving ability, and process orientation.

Familiarity with online testing platforms, LMS tools, or exam delivery systems preferred.