Test Operations Manager

1 month ago


United Kingdom EnglishScore Full time

We are EnglishScore, an EdTech startup backed by the British Council and Blenheim Chalcot, the UK's leading digital venture builder. Our product is an AI-driven mobile English test, used by higher education institutions, governments, and businesses. The scope includes designing and implementing processes, being hands-on in delivering customer support and producing data to track our performance in this area and identify areas for continuous improvement.
Process design and implementation:
Design and implement processes to help deliver a seamless testing experience for our B2B customers, in particular HEIs
Create internal and external facing materials to communicate the above processes e.g. a guide to successful testing with EnglishScore
Point of contact for our three local Product Support Specialists (1 in Asia, 2 in LATAM), to ensure that they are supporting customers in the most efficient and effective way possible
Customer monitoring, data and feedback:
Design a solution for surfacing data on customers’ purchased amount and usage against this purchased amount
Make this data available to the local Account Management deals to enable productive interactions with customers around usage and future requirements
Design a solution for making this data available to customers - e.g. on the dashboard - and implement customer-level usage quotas based on purchased amounts
You feel satisfied being able to start but also complete a project or resolve a situation. This role allows you to meet passionate educators and language teachers from all around the world. Data-savvy: You understand the power of data, how to access and manipulate it, and how to use it to measure the effectiveness of any changes that we make
You will work independently to drive forward our work in this area, working closely with a distributed sales and account management team, and product team. Speaking a second language, particularly Spanish, is a plus
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