Senior Manager Customer Success

At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK , we mark over 10 million exam papers each year and it’s our people who make this happen.

Senior Manager Customer Success

• Permanent
• Manchester
• Salary: £57,000 - £64,500
• Hybrid Working

Lead people. Shape the future. Make a difference to education.

As Senior Manager Customer Success, you'll bring credible, authentic leadership to a significant operational area, leading around 50 permanent colleagues through a team of managers, with an additional 70 seasonal colleagues joining during peak periods, whilst helping shape the future of customer support at AQA.

You'll be part of the Customer Success Leadership Team and will play a key role in shaping how we deliver exceptional support to schools, colleges and learners across the country.

What makes this role different is the level of trust, autonomy and influence that comes with it. You'll be fully empowered to lead your area, make decisions, improve ways of working and build a culture where people can thrive.

You'll inherit a capable team and have the opportunity to provide the steady leadership presence that helps people perform at their best. You'll also play an important role in supporting AQA's future ambitions, including developing our approach as we continue to grow our presence in the vocational qualifications market.

What you'll be doing

• •Leading and developing a large customer-facing operation through a team of leaders and managers.
• •Creating a high-performing, engaged and supportive culture where people can do their best work.
• •Providing visible leadership and direction during both routine operations and critical business periods.
• •Managing operational performance, service standards, budgets and workforce plans.
• •Supporting and developing managers to lead confidently and effectively.
• •Building strong relationships with senior leaders and influencing across organisational boundaries.
• •Leading change initiatives and helping teams navigate ambiguity with confidence.
• •Identifying opportunities to improve customer outcomes, colleague experience and operational effectiveness.
• •Contributing to the wider Customer Success strategy and future direction of the function.

You'll thrive in this role if you have

This role will suit someone who has already led large operational teams or is operating at a senior manager level and ready to step into a broader, more influential leadership position.

You'll have:

• •Experience leading sizeable customer service or customer-focused operational teams through layers of management.
• •A track record of developing managers and building leadership capability in others.
• •Experience managing operational performance, service delivery, workforce planning and budgets.
• •The judgement to make informed commercial decisions whilst balancing customer, colleague and organisational priorities.
• •The presence and credibility to engage confidently with senior leaders and stakeholders.
• •A calm, pragmatic leadership style and the ability to create clarity, alignment and momentum.
• •Experience leading teams through change and helping people adapt successfully.
• •Commitment to developing people, delivering excellent customer outcomes and continuous improvement.

Why join us?

This is an opportunity to lead a significant part of AQA's customer operation at a time of growth and change.

You'll join a leadership team that values trust, empowerment and collaboration. You'll have the freedom to shape your area, develop your people, influence strategy and help define the future of customer support at AQA.

Most importantly, you'll have the chance to lead in a way that reflects AQA's values: bringing confidence, care, integrity and ambition to everything you do.

What's in it for you?

Alongside the opportunity to lead a significant operational area and shape the future direction of customer support at AQA, you'll benefit from:

• •A 35-hour working week with flexible, hybrid working.
• •25 days' annual leave, rising to 30 days with service, plus additional Christmas closure days.
• •A comprehensive benefits package including pension contributions, BUPA healthcare support, wellbeing programmes and volunteering opportunities.
• •Free on-site gym access and limited on-site parking at our Manchester office.
• •The opportunity to lead and develop future leaders whilst influencing strategic decision-making across AQA.

Diversity and Inclusion Statement

At AQA, we're committed to creating a workplace where everyone feels they belong and can do their best work. We value the different perspectives, experiences and backgrounds our people bring, knowing they strengthen our culture, decision-making and impact. We foster an inclusive environment where everyone is treated with respect, has access to opportunities to grow and contribute, and feels able to be themselves. We welcome applications from people of all backgrounds and lived experiences.

Application Process

To apply, please submit your CV, a cover letter outlining your suitability for the role, and responses to the application questions.

Application deadline: Wednesday 28th October 2026, 23:59

First-stage interviews: Microsoft Teams on Tuesday 10th November 2026.

Final-stage interviews: In person at our Manchester office and will include a presentation on either 18th or 19th November 2026.

All candidates will receive a written response on the outcome of their application.

• #PRO22
• #MCRE

Recruitment Agencies

We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary

Purpose:

The Senior Manager Customer Success is accountable for leading AQA's customer operation ensuring exceptional service delivery for customers at the moments that matter most.

This is a crucial leadership role responsible for delivering results through people. You will lead a large team and create an environment where colleagues feel engaged, empowered, supported and inspired to perform at their best.

You will provide visible, authentic leadership, combining strategic thinking with operational excellence to ensure customers receive a high-quality experience. Through your leadership, coaching and influence you will build a high-performing culture centred on service excellence, accountability, continuous improvement and care.

You will play a key role in shaping the future of customer operations, leading through change, championing the voice of the customer and ensuring AQA continues to deliver outstanding support in a complex and highly regulated environment.Landscape:

• As Senior Manager Customer Success, you will operate within a fast-paced and highly visible environment where customer trust, operational resilience and colleague engagement are critical to success.
• You will lead a large customer operations function of approximately 50 permanent colleagues and up to 100 seasonal colleagues during peak periods, working through a team of experienced operational leaders.
• Reporting directly to the Head of Customer Success, you will be responsible for guiding operational delivery and ensuring that customer and people outcomes are achieved.
• Success in this role requires the ability to maintain perspective and composure through periods of operational demand, including exams and results periods, while building confidence and credibility with colleagues, customers and senior stakeholders.
• You will work closely with teams across AQA including Customer Success teams, Exams Officer Support, Exam Delivery, Enterprise Technology, Sales & Account Management, Subject Support, Finance, People Group, Risk & Compliance and Senior Leadership Teams to shape customer strategy, drive improvements and deliver organisational priorities.
• As part of the customer success leadership team, this role