Operations Manager, Delivery (12-Month FTC)

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1500 companies to deliver a new kind of learning thats transforming todays workforce.

Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI data and tech skills. Our learners have driven $2bn ROI for their employers using the skills theyve learned to improve productivity and measurable performance.

In June 2022 we announced a $220 million Series D funding round co-led by StepStone Group Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn the round makes us the UKs first EdTech unicorn.

But we arent stopping there. With a strong operational footprint and 800 employees 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 equip the workforce to win in the AI era.

Multiverse is at an exciting juncture requiring transformation of both scale and technology. Success in the short to mid-term will be defined by how well we execute against our central strategy and how capable we are to continuously improve core operating metrics.

As an Operations Manager you will be accountable for the aggregate success of the Teams operations. This team consists primarily of coaches delivering high-impact apprenticeship programmes to nearly 4000 learners and 300 clients. This is a high-impact hybrid role with a significant individual contributor (IC) focus complemented by the management of one Operations Specialist. You will independently create the systems and dive into client-level interventions to drive retention and business objectives. You will report to the Senior Manager Client Delivery.

What Youll Do

• Ensure the Client Delivery team achieves all KPIs by developing operations that make delivery watertight preventing negative impact on the learner or client.

• Independently create and iterate the systems plans and processes needed to achieve key priorities and business objectives.

• Apply commercial awareness to identify the most important business objectives and translate them into actionable team priorities. * Lead strategic internal initiatives building consensus with multiple cross-functional stakeholders including senior leaders to deliver organisational impact.

• Own the production of data-driven insights and reporting; you will utilise BI tools and advanced spreadsheets to independently derive the most important actions for the team with minimal guidance.

• Directly manage and develop an Operations Specialist establishing their priorities so that the infrastructure behind the learner experience is efficient and customer-centric.

• Identify and execute process improvements that increase coach efficiency particularly in reducing administrative burden across the large coach cohort.

• Act as a trusted partner to Customer Impact Data & Insights and other Delivery teams to ensure complex cross-functional solutions are delivered effectively.

• Drive client-level interventions to safeguard retention and ensure we are delivering on our promises to our partners.

About You

• 35 years of experience in an operations management role with 1 years of direct people management.

• A high degree of comfort with ambiguity; you can navigate complex changing environments and provide clarity for your team.

• You possess the commercial awareness to identify high-level business risks and the expertise to challenge existing processes to find better ways of working.

• You are an analytical executor who puts customer-related KPIs at the forefront of your thinking and can root-cause performance gaps independently.

• Expertise in data analysis and reporting; you are highly proficient in SQL data visualisation and advanced spreadsheets using these tools to identify trends and steer action with clarity.

• Comfortable leading in a matrix environmentnavigating complexity aligning stakeholders and enabling cross-functional delivery.

• You hold high standards while creating space for learning and growth bringing both accountability and encouragement to your team.

• Mission-driven and learner-obsessedyou care deeply about the experience and outcomes of our apprentices.

Benefits

• Time off - 27 days holiday plus 5 additional days off: 1 life event day 2 volunteer days 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa a medical cashback scheme life insurance gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support

• Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month

• Work-from-anywhere scheme - youll have the opportunity to work from anywhere up to 10 days per year

• Space to connect: Beyond the desk we make time for weekly catch-ups seasonal celebrations and have a kitchen thats always stocked!

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.

Our Commitment to Safeguarding

Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS).

For roles that will involve a Regulated Activity successful applicants must also undergo an Enhanced DBS check including a Childrens Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions cautions reprimands and final warnings.

Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected and possible referral to the police and the DBS.

Required Experience:

Manager