Learner Operations Manager

About Decoded

We are Decoded, the pioneers of transformative technology education. We democratise cutting-edge skills. We help transform traditional businesses into tech companies. We give our learners the skills and confidence to embrace the future of work.

We democratise cutting-edge data skills, and help transform traditional businesses into tech companies. We give our learners the skills and confidence to embrace the future of work.

Overview

The Learner Operations Manager is responsible for making sure every learner has a smooth, well-supported, and high-quality experience across Decoded programmes.

This is a learner-facing, non-client-facing role at the heart of delivery. You’ll ensure learners have everything they need: access, information, resources, and support, so they can focus on learning and succeeding on our programmes.

The role spans Decoded’s commercial skillset and mindset programmes, with a particular focus on commercial skillset delivery, across a wide range of formats from half-day sessions, to multi-day bootcamps, through to longer-term academies.

You’ll own the learner journey end to end: from first introduction to Decoded, through programme delivery, to feedback and continuous improvement.

This role also offers the opportunity to shape and build out the learner operations function over time, putting in place scalable processes, standards, and ways of working as we grow.

Roles and Responsibilities:

Own the learner experience

• Take ownership of the end-to-end learner experience across programmes, ensuring it is clear, consistent, and well-executed, working closely with Product Owners.

• Act as a primary point of contact for learners on operational and logistical queries.

• Ensure learners are fully set up ahead of delivery, with timely access to platforms, materials, schedules, and communications.

• Oversee and issue Credly badges where appropriate.

Design learner engagement for new and bespoke programmes

• Build learner engagement journeys for new or bespoke programmes, from onboarding through to programme completion and feedback.

• Define what good learner engagement looks like at each stage of a programme, and ensure it is delivered consistently.

• Work closely with delivery and programme teams to embed learner needs into programme design from the outset.

Execute programmes flawlessly

• Ensure existing programmes are delivered smoothly, with strong attention to detail and minimal friction for learners, in partnership with the Client Management Team.

• Track learner attendance, engagement, and feedback throughout delivery, flagging risks early and taking action where needed.

• Coordinate all learner-facing logistics to ensure programmes run as planned, regardless of length or format.

• Troubleshoot platform access issues and implement improvements to prevent future issues reoccurring.

Improve and scale

• Gather learner feedback at key moments and use insights to improve future delivery processes.

• Identify recurring challenges and opportunities to improve the learner experience.

• Build repeatable processes, templates, and playbooks to support consistent, high-quality learner operations.

• Contribute to shaping and growing the learner operations function as Decoded continues to scale its delivery.