Senior Manager, Delivery Operations - FTC
Senior Manager, Delivery Operations - FTC
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Job Description
Multiverse is the upskilling platform for AI and Tech adoption.
We have partnered with 1500 companies in the US & UK to deliver a new kind of learning thats transforming todays workforce.
Multiverse apprenticeships are designed for people of any age and career stage and focus on building critical AI data and tech skills. Multiverse learners have driven $2bn ROI for their employers using the skills theyve learned to improve productivity and measurable performance.
In June 2022 Multiverse announced a $220 million Series D funding round coled by StepStone Group Lightspeed Venture Partners and General Catalyst. With a postmoney valuation of $1.7bn the round makes the company the UKs first EdTech unicorn.
But we arent stopping there. With a strong operational footprint and 800 employees globally we have ambitious plans to continue scaling. Were building a world where tech skills unlock peoples potential and output. Join Multiverse and power our mission to provide equitable access to economic opportunity for everyone.
Please note that this role is a 12month maternity cover fixedterm contract. This is a hybrid weekly role with at least one day per week in our Paddington London office.
The Opportunity
We are looking for an exceptional people leader with a passion for building teams and processes for highimpact results. The Senior Manager Delivery Operations plays a pivotal role in optimising daily operations and contributing to the strategic vision set by the program Director (this specific role will report to the Director of Data & Insights for Business Decisions and lead business operations for 2500 apprentices active on that program today).
Their primary focus will be on ensuring seamless execution fostering team growth and driving operational excellence. They will be responsible for building and managing a team of managers and individual contributors (coaches) and driving the financial and operational success of their business. As the key leader you will be responsible for organizing and ensuring the efficient delivery of learning to produce successful apprentice outcomes ultimately driving value for their careers and the companies they represent.
What Youll Do:
Oversee the endtoend experience of assigned operations ensuring quality outcomes and revenue targets are met.
Lead and develop a highperforming team of managers and individual contributors including recruitment training and performance management.
Implement and maintain consistent quality standards across the team measured through performance metrics.
Utilize datadriven insights to prioritize and drive continuous improvement within your team.
Collaborate with GTM and customer success teams to proactively support client expansion opportunities and address client feedback.
Work closely with Learning and Tech teams to provide feedback on content and programme requirements ensuring operational readiness.
Stay informed about the broader business landscape providing relevant feedback and strategies to the organization.
Set team strategy anticipating planning needs and ensuring team members are wellprepared for success.
Champion continuous improvement and change initiatives ensuring effective communication and feedback to the team.
Take ownership of 12 strategic projects and sponsor projects led by reports each quarter to positively impact the entire Delivery organization.
Assume responsibility as the P&L owner for all revenue and costs under the managed programmes and apprentices.
Measures of Success:
Team members are successful (e.g. today measured by business KPI achievement)
Team members are highly engaged as measured by employee survey results
Revenue drivers meet targets including pass rates & apprentice retention
Operational metrics meet target and are constantly improving on a QoQ and YoY basis
Peer feedback and 360 reviews from primary preidentified cross functional stakeholder(s)
Both objective and subjective (self assessed) accomplishment of individual and teams overall OKR success or failure
About You:
7 years of related experience
3 years in a managing other managers
P&L ownership experience; preferred exposure to P&L above $10m annual revenue
Demonstrated ability to drive operational excellence and achieve financial targets.
Proven track record of leading highperforming teams and driving operational excellence.
Strong analytical skills with the ability to leverage data for decisionmaking and continuous improvement.
Crossfunctional collaboration experience
Excellent strategic thinking and planning skills with the ability to anticipate future needs.
Effective communication and leadership skills with a demonstrated ability to inspire and motivate teams.
Ability to navigate a dynamic and fastpaced work environment.
Preferred exposure to tech marketplace education or high growth startup.
How we hire
Benefits
Time off 27 days holiday plus 7 additional days off: 1 life event day 2 volunteer days and 4 companywide wellbeing days and 8 bank holidays per year
Health & Wellness private medical Insurance with Bupa a medical cashback scheme life insurance gym membership & wellness resources through Gympass and access to Spill all in one mental health support
Hybrid & remote work offering with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year
Team fun weekly socials company wide events and office snacks!
Our commitment to Diversity Equity and Inclusion
Were an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race colour ancestry religion sex national origin sexual orientation age citizenship marital status disability gender gender identity or expression or veteran status. This will never change. Read our Equality Diversity & Inclusion policy here.
Right to Work
Do you have the right to work in the UK Unfortunately at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.
Safeguarding
All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service (DBS) for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.
Required Experience:
Senior Manager
Employment Type
Full-Time
