Operations Manager, Delivery

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s 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 they’ve 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 UK’s first EdTech unicorn.

But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output.

Join Multiverse and power our mission to equip the workforce to win in the AI era.

The Opportunity

We are looking for a laser-focused Operations Manager to join the Majors Pod—the team responsible for our largest and most complex enterprise clients.

In this role, you will oversee the daily operations of an Operations Specialist, ensuring the infrastructure behind the learner experience is efficient, seamless, and customer-centric. You will report to the Senior Manager of Delivery Operations.

This role is for an executor who thrives on getting things done. You won't just be building strategies in the abstract; you will be diving into client-level interventions to drive retention and objectives. You will ensure we are delivering on our promises to our partners, keeping the customer at the forefront of every decision.

What You'll Do

• Operational Execution & Consistency: Ensure the Majors Pod executes consistently against agreed standards. You will collaborate closely with the Central Operations Quality team to implement best practices and ensure we are aligned with wider business processes, rather than reinventing the wheel.

• Client Interventions & Retention: Support critical client-level interventions. You will identify operational risks that threaten retention and deploy immediate solutions to mitigate them. You ensure the customer experience is frictionless, directly contributing to our renewal and growth targets.

• Data & Reporting (QBR/MBR): Evaluate operational performance through rigorous data analysis. You will own the production of data for Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR), deriving insights that help Customer Success and Delivery stakeholders understand the health of our Major accounts.

• People Leadership: Manage and develop an Operations Specialist. You will take responsibility for their performance and growth, providing the clarity and support they need to handle the day-to-day administration of our programmes effectively.

• Process Optimisation: Monitor and analyse operational processes to identify areas for improvement. You will ensure that handovers between sales, delivery, and operations are watertight, preventing any negative impact on the learner or client.

• Cross-Functional Collaboration: Work as a trusted partner to the Customer Success and Delivery teams, ensuring that operational realities are understood and that we are delivering a unified experience to our clients.

About You

• Experience: 6+ years of professional work experience, including 2+ years of people management experience. You have a track record of driving operational excellence and executing against high standards.

• Customer Obsessed: You put the customer at the forefront of your thinking. You understand that operational details (scheduling, enrolment, data accuracy) directly impact the client's perception of value and ROI.

• Data-Driven: You possess strong analytical skills and are comfortable manipulating data to create reports. You are experienced in preparing data for high-level reviews (QBRs/MBRs) and can spot trends that others might miss.

• Executor Mindset: You are a problem solver skilled at resolving complex issues quickly. You prefer executing and refining proven processes over building theoretical strategies from scratch.

• Communication: You have effective communication skills and can collaborate effectively with stakeholders across the business. You are comfortable navigating a dynamic and fast-paced environment.

• Industry Background: Experience in a tech marketplace, education, or high-growth start-up is preferred.

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 - you'll 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 that’s always stocked!

Our Commitment to Diversity, Equity and Inclusion

We’re 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 Children’s 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.