Senior Manager, 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 1,000 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 12,000 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.

We are looking for an exceptional people leader with a passion for building teams and processes for high-impact results. The Senior Manager, Delivery Operations plays a pivotal role in optimising daily operations and contributing to the strategic vision set by the program Director (this specific role will report to the Director of Data & Insights for Business Decisions, and lead business operations for 1,500+ apprentices active on that program today). Their primary focus will be on ensuring seamless execution, fostering team growth, and driving operational excellence. They will be responsible for building and managing a team of managers and individual contributors (coaches), and driving the financial and operational success of their business. As the key leader, you will be responsible for organizing and ensuring the efficient delivery of learning to produce successful apprentice outcomes, ultimately driving value for their careers and the companies they represent.

What You'll Do:

• Oversee the end-to-end experience of assigned operations, ensuring quality, outcomes, and revenue targets are met.

• Lead and develop a high-performing team of managers and individual contributors, including recruitment, training, and performance management.

• Implement and maintain consistent quality standards across the team, measured through performance metrics.

• Utilize data-driven insights to prioritize and drive continuous improvement within your team.

• Collaborate with GTM and customer success teams to proactively support client expansion opportunities and address client feedback.

• Work closely with Learning and Tech teams to provide feedback on content and programme requirements, ensuring operational readiness.

• Stay informed about the broader business landscape, providing relevant feedback and strategies to the organization.

• Set team strategy, anticipating planning needs and ensuring team members are well-prepared for success.

• Champion continuous improvement and change initiatives, ensuring effective communication and feedback to the team.

• Take ownership of 1-2 strategic projects and sponsor projects led by reports each quarter to positively impact the entire Delivery organization.

• Assume responsibility as the P&L owner for all revenue and costs under the managed programmes and apprentices.

Measures of Success:

• Team members are successful (e.g., today measured by business KPI achievement)

• Team members are highly engaged, as measured by employee survey results

• Revenue drivers meet targets, including pass rates & apprentice retention

• Operational metrics meet target, and are constantly improving on a QoQ and YoY basis

• Peer feedback and 360 reviews from primary, pre-identified cross functional stakeholder(s)

• Both objective and subjective (self assessed) accomplishment of individual and team’s overall OKR success or failure

About You:

• 7+ years of related experience

• 3+ years in a role managing other managers

• P&L ownership experience; preferred exposure to P&L above $10m annual revenue

• 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.

• Cross-functional collaboration experience

• 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.

• Preferred exposure to tech marketplace, education or high growth start-up.
  
  Benefits

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

  • 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.
  

  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.