Language Services Operations Manager

Language Services Operations Manager

Location: Hybrid/Greenwich, London

Type of Contract: Permanent, Full Time

Salary: Competitive

Who we are: Oxford International

Oxford International Education Group is a renowned institution dedicated to providing exceptional educational experiences to international students. With a global presence and a commitment to academic excellence, we strive to empower students to achieve their full potential and thrive in a dynamic, interconnected world. We are proud of our culture and have recently been officially certified as a Great Place to Work ©!

Job Purpose

We are looking for an experienced Operations Manager to lead the delivery and growth of our online language programmes. This role is critical in ensuring a seamless learner experience, operational efficiency, and scalable programme delivery across multiple markets. The ideal candidate will be highly organised, commercially minded, and comfortable working in a fast-paced digital learning environment. They will partner with product, academic, admissions, sales, and customer support teams to deliver world-class online language learning experiences.

Main Duties and Responsibilities

Programme Delivery & Operations

• Manage the day-to-day operations of our online language programmes, ensuring smooth delivery from enrolment to completion.
• Oversee scheduling, learner onboarding, class allocations, and instructor assignments.
• Monitor programme KPIs, including enrolments, retention, completion rates, and customer satisfaction.

Academic Team Collaboration & Staffing

• Work closely with the academic team to ensure programmes are delivered to the highest standards.
• Coordinate with academic leads to match instructors to courses based on expertise and availability.
• Manage workforce planning, ensuring adequate staffing levels across multiple time zones and peak periods.

Admissions Management

• Lead and manage the admissions team to ensure a smooth and efficient enrolment process for learners.
• Oversee application processing, placement testing, and course allocations.
• Set and monitor admissions KPIs including conversion rates, response times, and learner satisfaction.
• Work closely with sales and marketing teams to ensure admissions processes support enrolment growth targets and are customised by partner.
• Implement training and quality assurance processes to maintain a high standard of service and compliance.

Process & Systems Optimisation

• Streamline workflows to improve learner, tutor, and admissions experiences, reduce costs, and increase efficiency.
• Work with digital product teams to continue best practice with existing CRM systems and potential improvements.
• Implement scalable processes to support rapid programme expansion.

Team & Stakeholder Management

• Partner with sales, marketing, and customer support to align operational delivery with learner expectations and business goals.
• Manage third-party vendors and service providers to ensure high performance and value for money in conjunction with the Technology team.

Commercial & Financial Oversight

• Track and manage budgets, ensuring programmes run profitably.
• Forecast resource needs based on enrolment growth and seasonal trends.
• Provide regular performance and financial reports to leadership.

Continuous Improvement & Innovation

• Use learner feedback and data insights to drive continuous improvement in programme design and delivery.
• Stay up to date with online language learning trends and competitor offerings.
• Identify opportunities for new operational models, products, and services.

Person specification

Statutory requirements

• Eligibility to live and work in the UK
• Undergo an Enhanced DBS disclosure check or overseas equivalent

Qualifications

• Bachelor’s degree

Experience and knowledge

• Proven experience in operations management within education, online learning, or a customer-facing service business.
• Strong commercial acumen, with the ability to balance learner experience and business performance.
• Experience leading teams, including admissions, scheduling, or learner support.
• Excellent project management and organisational skills.
• Experience with Learning Management Systems (LMS), scheduling tools, admissions systems, and CRM platforms.
• Strong analytical skills, with experience using data to drive decision-making.
• Excellent communication skills, with the ability to manage diverse internal and external stakeholders.
• Experience in language education, digital learning, or international training.(Desirable)
• Knowledge of online learning technologies, including virtual classrooms and AI-driven learning tools. (Desirable)
• Experience working in a high-growth, fast-paced commercial environment. (Desirable)
• Multilingual skills and/or personal experience learning languages. (Desirable)

Skills and abilities

• Excellent written and verbal communication skills, with experience working cross-functionally with marketing and business development teams
• Excellent relationship management and customer service skills.
• Able to build rapport and credibility quickly.
• Strong IT skills with a sound knowledge of Microsoft Office, especially excel and PowerPoint.
• Excellent organisational skills, with a proactive approach to managing multiple partner needs and update
• Ability to work under pressure and meet tight deadlines.
• Ability to troubleshoot and problem-solve.

Personal qualities

• Strong customer focus
• Decisive and resilient
• A ‘can-do’ attitude
• Desire to work collaboratively and contribute to team success.
• Innovative and solution-focused
• Acts with integrity at all times.

This job description is provided as a guide to the role. It is not intended to be an exhaustive description of duties and responsibilities and may be subject to periodic revision.

Oxford International is committed to safeguarding and promoting the welfare of children. Recruitment checks, including checks with past employees, are undertaken in accordance with our Recruitment and Selection policy.

Oxford International is an equal opportunity employer. Every applicant and employee has the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.