Senior Manager, Customer Success — Hybrid Education Leader

AQA Education; Manchester; Hybrid; GBP 57,000 - 65,000; Full time

Benefits offered by this job

35-hour week

Hybrid working

25 days annual leave

Pension contributions

BUPA healthcare

Wellbeing programmes

Volunteering opportunities

On-site gym access

Limited on-site parking

Job summary

AQA Education in Manchester is seeking a Senior Manager Customer Success to lead around 50 permanent colleagues and up to 100 seasonal staff, guiding a team of managers in a hybrid model. You will focus on culture, performance and customer outcomes while shaping the function's future direction.

You will partner with senior leaders, drive improvements, and empower teams to deliver exceptional support for schools, colleges and learners nationwide.

Qualifications

• Experience leading sizeable customer service or operational teams through layers of management.
• Proven ability to develop managers and build leadership capability in others.
• Experience managing operational performance, service delivery, workforce planning and budgets.
• The judgement to balance customer, colleague and organisational priorities.
• Presence and credibility to engage with senior leaders and stakeholders.

Responsibilities

• Lead a large customer-facing operation through a team of leaders and managers.
• Create a high-performing, engaged and supportive culture where people can do their best work.
• Provide visible leadership and direction during routine operations and peak periods.
• Manage operational performance, service standards, budgets and workforce plans.
• Support and develop managers to lead confidently and effectively.
• Build strong relationships with senior leaders and influence across organisational boundaries.
• Lead change initiatives and help teams navigate ambiguity with confidence.
• Identify opportunities to improve customer outcomes, colleague experience and operational effectiveness.
• Contribute to the wider Customer Success strategy and future direction of the function.

Skills

People leadership

Stakeholder management

Change leadership

Strategic thinking

Operational excellence

Mentoring managers

Tools

CRM platforms

Workforce management

Cloud telephony

AI-enabled solutions

Job description

AQA Education in Manchester is seeking a Senior Manager Customer Success to lead around 50 permanent colleagues and up to 100 seasonal staff, guiding a team of managers in a hybrid model. You will focus on culture, performance and customer outcomes while shaping the function's future direction.

You will partner with senior leaders, drive improvements, and empower teams to deliver exceptional support for schools, colleges and learners nationwide.