Director of Delivery Operations

Job Description

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

What You'll Do:

• Responsible for seamless daily operations; owning the end to end experience of assigned learners and ensuring quality, outcomes, and recorded revenue

• Team leadership (100 person team) across managers and individual contributors (including development, performance management, and team building);

• Recruit and hire to meet operational forecasts

  1. Train and maintain consistent quality across team members

  2. Retain team members via high quarterly engagement scores

• Team reporting by meeting agreed operating norms, and using data to prioritise team efforts for continuous improvement; demonstrate creativity in capturing, analysing and reporting data to solve problems quickly

• Partner cross functionally with GTM and customer success teams; especially to proactively support client expansion opportunities, address any client feedback, to be prepared for future program needs, and to improve GTM success

• Partner cross functionally with Learning and Tech to provide content and program feedback, and ensure operations is prepared with correct knowledge, skills, behaviours to meet the ‘guidance’ requirements for each curriculum component relevant to programs under management

• Understand context of other programs and the current business landscape; ensuring consistency and relevant feedback and strategy is delivered to the rest of the organisation

• Set team and program strategy, thinking ahead of planning needs and ensuring team members are setup for success

• As part of program advancement, think about needs in short to mid term future to react and prepare for learning changes, product opportunities, etc.

• Support future continuous improvement and change needed for delivery (constant communication and feedback), and ensure this lands in an inspiring, empathetic but commercial and growth-minded way with teams; while equipping managers with the skills to do this effectively

• Own 1-2 strategic projects and sponsor those led by your reports (~4+ projects) per quarter that enable you to positively impact/improve the entire Delivery (or broader Multiverse) organisation

• P&L owner for all revenue and costs (budget) directly under your managed programs and apprentices

About You:

• 9+ years of related experience, 5+ years managing other managers

• P&L ownership experience above $60m annual revenue or equivalent

• Past experience in technology startup, marketplace business, or consulting strongly preferred

• Demonstrated ability to drive operational excellence and achieve financial targets.

• Proven track record of leading high-performing teams and driving operational excellence.

• Strong analytical skills with the ability to leverage data for decision-making and continuous improvement.

• Extensive experience influencing cross-functional teams

• 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 fast-paced work environment.

How we hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide 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

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.

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.