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.
Multiverse is at an exciting juncture, one that requires transformation of both scale (10,000 to 100,000 apprentice learners) and technology (recognising the potential of our expanded product, platform and AI offerings). Success in the short to mid-term will be defined by how well we execute against our central strategy, how capable we are to continuously improve core operating metrics and processes, and how supported our 300+ coaches are to have a daily, positive impact to our apprentices and learners. As an Operations Executive, you are the front line that achieves just that: great execution of daily processes and project tasks.
We are looking for a data-driven, hands-on, entrepreneurial-minded individual to join our Functional Skills team. As an Operations Executive, you’ll support our Functional Skills coaches, build new data systems, create data reports and analyse large data sets. You will also 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 and requires Functional Skills until they pass their Functional Skills requirements 6-12 months later.
Reporting to the Senior Delivery Lead Functional Skills, in this role you will :
- Strategize: 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
- Operate: ensure execution of critical systems, you hold the pen on critical metrics our team needs to meet regulatory, business, and learning outcomes (e.g., choosing the right measure, monitoring and improving it).
- Collaborate: as a key voice to partner with central teams and across the functional skills team provide input for problem-solving with Product, Customer Success, Learning to ensure cross-team efforts to improve continuously
- 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 the number of learners under their management
What You'll Do
- Develop and oversee all functional skills communications, experiences and escalations for learners ultimately focused on first-time pass rates for Functional Skills
- Implement new processes and best practice to drive operational excellence within the Functional Skills team
- Partner cross-functionally on projects that result in supporting learners to pass their Functional Skills requirements, identify and own opportunities to automate and simplify core process requirements
- Define, monitor, and improve KPIs that measure the profitability, revenue, and operational performance of the Functional Skills team
- Ensure core processes within the Functional Skill team to support complaint management, scheduling, attendance logging, etc. are efficient and monitored
- Build and implement data systems and tools and own data reporting. Generate detailed reports on trends and provide recommendations to enhance our product and ways of working.
- Maintain positive relationships between clients, learners, employees, and Multiverse management
- Collaborate with Engineering, Learning and Product teams to drive 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, taking initiative and showing ownership
- A background in creating data insights and metrics that aid process improvement and decision-making - 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, Metabase, Tableau and SQL with a strong ability to navigate and draw conclusions from data. Preferred experience in coding languages, e.g. Python or equivalent.
- Excellent communication, attention to detail, and stakeholder management skills both internal and external. You have the ability to resolve complaints and escalate appropriately.
- Comfortable with ambiguity, and willing to go the extra mile to get the job done - you’ll have the opportunity to chart the best path forward rather than rely on a playbook, you’ll need to set and manage competing priorities effectively
- You make recommendations and drive change at the team level, built on trusting relationships and confidence in your decision-making
- You are a team player and a contributor to building a strong culture
Benefits
How we hire
- 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.
