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.