About the role

Operations Manager responsible for achieving success in Client Delivery at a leading upskilling platform. Leading operational strategies and managing a team to enhance learner outcomes and client satisfaction.

Responsibilities

Ensure the Client Delivery team achieves all KPIs by developing operations that make delivery watertight, preventing negative impact on the learner or client.
Independently create and iterate the systems, plans, and processes needed to achieve key priorities and business objectives.
Apply commercial awareness to identify the most important business objectives and translate them into actionable team priorities. Lead strategic internal initiatives, building consensus with multiple cross-functional stakeholders, including senior leaders, to deliver organisational impact.
Own the production of data-driven insights and reporting; you will utilise BI tools and advanced spreadsheets to independently derive the "most important" actions for the team with minimal guidance.
Directly manage and develop an Operations Specialist, establishing their priorities so that the infrastructure behind the learner experience is efficient and customer-centric.
Identify and execute process improvements that increase coach efficiency, particularly in reducing administrative burden across the large coach cohort.
Act as a trusted partner to Customer Impact, Data & Insights, and other Delivery teams to ensure complex cross-functional solutions are delivered effectively.
Drive client-level interventions to safeguard retention and ensure we are delivering on our promises to our partners.

3–5+ years of experience in an operations management role with 1+ years of direct people management.
A high degree of comfort with ambiguity; you can navigate complex, changing environments and provide clarity for your team.
You possess the commercial awareness to identify high-level business risks and the expertise to challenge existing processes to find better ways of working.
You are an "analytical executor" who puts customer-related KPIs at the forefront of your thinking and can root-cause performance gaps independently.
Expertise in data analysis and reporting; you are highly proficient in SQL, data visualisation, and advanced spreadsheets, using these tools to identify trends and steer action with clarity.
Comfortable leading in a matrix environment—navigating complexity, aligning stakeholders, and enabling cross-functional delivery.
You hold high standards while creating space for learning and growth, bringing both accountability and encouragement to your team.
Mission-driven and learner-obsessed—you care deeply about the experience and outcomes of our apprentices.

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
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!