The Level II Operations Supervisor is responsible for overseeing daily operational execution to ensure consistent, high-quality service delivery. This role ensures adherence to product expectations, stakeholder requirements, and internal policies while actively driving operational efficiency and team effectiveness. The Supervisor supports the Operations Manager by leading frontline staff, monitoring quality standards, coordinating training initiatives, and ensuring the accurate and timely delivery of the Pacific URJ, UK Case Materials and SA Editorial content. Serving as a key link between leadership and operational teams, this position plays a vital role in sustaining strong team performance and delivering exceptional service outcomes.

Accountabilities: 

The function is accountable in managing the following areas:

• Handles a team of Content Specialists focusing on collection, conversion and publication of content from the Pacific, UK, and South Africa regions

• Oversee the internal and vendor quality resources and audit system to ensure content standards are maintained

• Serves as point of contact for the domestic partners in relation to initiatives and projects that involve new initiatives, expansion, and process changes

• Prepares reports, presentations for performance communications

• Identifies process gaps together with team SMEs and propose timely and relevant solutions

• Bridges ideas into efficiency projects via automation, streamlining or process redesign

• Provides support for global initiatives involving generative or agentic AI via SME input and testing

• Participates in strategic planning initiatives and serves as voice of the team to align management expectations and team understanding

• Plans the day to day workforce demand by organizing the schedules and proposing ways to address any resource challenges

• Communicates any operational gap and prepares recommendation to ensure smooth operations and task balance

 

Qualifications:

• Bachelor’s or College degree required

• Preferably with at least 1–2 years of leadership or supervisory experience

• Experience managing editorial teams 

• Demonstrated ability to build and maintain strong relationships with team members and stakeholders

• Excellent written and verbal communication skills, with the ability to collaborate effectively across all organizational levels

• Willingness to work flexible schedule to support regions with varying time zones

• Demonstrates strong work ethics with the ability to adapt quickly to Continuous Improvement (CI) and Agile environments

• Highly detail-oriented with solid project management capabilities

• Proven ability to successfully lead and manage change initiatives

• Strong organizational skills, including effective prioritization and delegation

• Excellent problem-solving and analytical abilities

• Ability to quickly learn and leverage enterprise AI tools and technologies to support technical workflows and business objectives

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