Job Specifications
Role : Global Operations Director, University Services
Location: UK
Job type: Fixed term contract (6 months)- Hybrid
This position offers a hybrid work model, allowing flexibility between working from home and our office. Typically, employees are expected to work 2 days in the office per week.
Why QS?
At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst flourishing personally and professionally. Our company values underpin everything we do – we collaborate, respect and support each other.
It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.
Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.
At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector.
We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day. And as a gold-accredited Investors in People organisation – putting us among the top 28% of workplaces globally – it’s official: QS is a place where everyone can thrive.
The role
The Global Director of Operations for University Branded Services (UBS) is a senior operational leader responsible for ensuring that QS delivers world-class admissions, conversion, and student-success operations for our university partners across Australia, New Zealand, UK, North America, and beyond. This role oversees distributed teams in Kuala Lumpur, Bangalore, London, and Melbourne, ensuring they are fully supported, resourced, and optimised to meet ambitious performance targets and uphold QS’s reputation for excellence.
This role is central to QS’s evolution as an AI-enabled, technology-forward division. You will lead operational strategy and execution across our UBS portfolio, championing new CRM systems, digital transformation initiatives and embedding data-driven, compliant, and student-centric processes at every stage of the recruitment and admissions journey.
This role will report into the Senior Vice President and will form part of the QS Wider Leadership Team and the Student Recruitment leadership team.
Role responsibilities:
Operational Leadership & Delivery
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.
Technology, CRM & AI Transformation
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.
Client Excellence & Partner Collaboration
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.
Admissions Compliance, Quality Assurance & Risk Management
Uphold the highest standards of compliance across international and domestic admissions, including:
Fraud detection and prevention
Document verification
Visa and immigration guidance boundaries
Quality assurance and audit processes
Data security and GDPR
Institutional, state, and federal compliance standards (ANZ, UK, US, Canada
Implement rigorous controls and governance frameworks to safeguard institutional integrity and student outcomes.
People Leadership
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