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QS
Hybrid Global Operations Director – University Services
Posted 14 hours ago
About the role
- Global Operations Director overseeing international university admissions and success operations. Leading teams across multiple locations and driving digital transformation initiatives for QS’s university partners.
Responsibilities
- Lead global operations across KL, Bangalore, London, and Melbourne, ensuring seamless delivery of admissions, conversion, and student-success services.
- Ensure all teams are resourced, trained, supported, and performance-managed to consistently achieve service-level agreements (SLAs), KPIs, and quotas.
- Drive operational discipline, workflow optimisation, resource modelling, and process improvements across multi-time-zone teams.
- Oversee daily service delivery for university partners where QS operates as an extension of their brand, ensuring our teams embody each institution's voice, values, and identity.
- Lead implementation and adoption of new CRM systems and technology upgrades, aligned with QS’s broader digital transformation strategy.
- Partner with the digital transformation programme team to embed AI-enabled workflows, automation, and predictive insights into operational processes.
- Champion best-practice use of data, analytics, and technology to increase efficiency, visibility, and student outcomes.
- Serve as the operational lead for a portfolio of prestigious university partners across ANZ, the UK, and North America.
- Work closely with Client Delivery Team and Account Managers to ensure operational delivery aligns with partner expectations.
- Monitor KPIs and reporting dashboards to identify risks, opportunities, and continuous improvement initiatives.
- Ensure high satisfaction and retention by offering proactive, insight-led operational recommendations to partners.
- Uphold the highest standards of compliance across international and domestic admissions.
- Implement rigorous controls and governance frameworks to safeguard institutional integrity and student outcomes.
- Lead, inspire, and develop a global team of admissions professionals, conversion specialists, student-success advisors, and operational managers.
- Foster a culture of high performance, accountability, coaching, and continuous improvement.
- Support workforce planning, succession, and recruitment in high-growth, high-demand environments.
- Any other duties to ensure operational success of university branded services.
Requirements
- Demonstrated knowledge and experience
- Demonstrated leadership experience, effectively managing and delivering a university recruitment and admissions service.
- Previous experience working within a cross-functional team in the areas of domestic or international student recruitment.
- Demonstrated experience in reporting, with an understanding of data analytics
- Experience in establishing and articulating a vision, setting goals, developing and executing strategies, tracking and measuring results.
- Experience of managing budgets.
- Experience working within the higher education or education management industry in the area of international student recruitment and admissions is essential.
- Bachelor’s degree in a relevant subject (postgraduate qualification preferred), or equivalent experience.
- Experience building commercial models and costing operations.
- Strong operational background or experience
- Willingness to work in a global environment across time zones
- Strong organisation and project management skills.
- Demonstrated team leadership ability.
- Ability to understand critical issues and bring appropriate resolution to complex issues.
- Ability to gather and document quality business requirements.
- Excellent presentation and communication skills, verbal and written.
Benefits
- Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation
- A focus on welfare which is led by our global wellness team, with mental health first aiders globally
- Access to a variety of diversity and inclusion initiatives and groups
- Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event
- Support for volunteering and study leave
- Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips
- Options to join our outstanding global Mentorship programme
Job title
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