Operations Executive, Delivery

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.

The Opportunity

We are looking for a data-driven, hands-on, entrepreneurial-minded individual to join our Delivery operations team.

As an Operations Executive, you’ll support our coaches, account manage our learners, and be the owner of strategic, operational metrics with a broad mandate to test, iterate, and implement new processes that move our business forward. You will tackle challenges along our operational journey from the moment a new learner launches as an apprentice until they successfully complete their program qualifications ~12-15 months later.

This role will be a core part of an operating unit that consists of other operation team members, coaches, and specialised support - with the unique mandate to:

• Strategise: proactively identify areas for improvement and contribute to operational enhancements

• Build: roll-your sleeves up to find ways to use data to improve forecast and decision making, using your conclusions to test and adopt new processes across the Multiverse team

• Grow: both yourself (to a senior OE and along our leadership track to operations manager), but also your peers via efficiency gains that allow your team to expand learners under management

• Operate: ensure execution of critical systems to the company, you hold the pen on critical metrics your team needs to meet across regulatory, business, and learning outcome concerns (e.g., choosing the right measure, monitoring it, improving it).

• Collaborate: as a key voice to partner to central teams and across your pod; provide input for problem solving with product, customer success, learning to ensure cross-team efforts to continuously improve

Specifically, you will:

• Implement new processes and best practices to drive operational excellence within Multiverse operating teams

• Partner cross-functionally on operations projects that result in identifying expansion opportunities, or opportunities to automate, offshore, or otherwise simplify core process requirements

• Define, monitor, and improve KPIs that measure the profitability, revenue, and operational performance of your team’s learners

• Ensure your team has processes to support all logistics required to complete programs (e.g., complaint management, coach scheduling, action logging, etc.)

• Partner with Multiverse Customer Success and Learning Curriculum representatives to problem solve and resolve customer or program concerns

• Maintain positive relationships between customers, learners, employees, and Multiverse management

• Collaborate with Engineering and Product teams to drive local initiatives for revenue growth

About you:

• 2-4 years of professional work experience; ideally 3+ years of experience within an Operations, Marketplace, or Account Management role

• Grit and an entrepreneurial spirit

• A background in creating data insights and metrics that aid process improvement - able to take a project from concept, through planning and implementation, and into execution as an operational process

• Experience designing practical, useful operational processes for teams

• High-energy and sound decision maker with the ability to make data-based decisions with a cost focused mindset

• Experienced with Excel, Google Sheets, Tableau & SQL with the strong ability to navigate and draw inference from data

• Excellent communication, attention to detail, and stakeholder management skills

• Comfortable with ambiguity, and willing to do go the extra mile to get the job done - Multiverse is just setting up core operating processes, and it’s likely you’ll have the opportunity to chart the best path forward rather than rely on a playbook, you’ll need to effectively set and manage competing priorities

• You are a team player; as an operating team we exist to empower our coaches to ensure every interaction with a learner drives value and improves learner outcomes

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.