Senior Manager, Launch Operations

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1,500+ companies in the US & UK to deliver a new kind of learning that's transforming today’s workforce.

Multiverse apprenticeships are designed for people of any age and career stage and focus on building critical AI, data, and tech skills. Multiverse learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.

In June 2022, Multiverse announced a $220 million Series D funding round co-led by StepStone Group, Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn, the round makes the company the UK’s first EdTech unicorn.

But we aren’t stopping there. With a strong operational footprint and 800+ employees globally, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output. Join Multiverse and power our mission to provide equitable access to economic opportunity, for everyone.

The Opportunity

We are looking for an exceptional people leader with a passion for building teams and processes for high-impact results. The Senior Manager, Launch Operations plays a pivotal role in optimising daily operations and contributing to the strategic vision for new learners and clients during their onboarding experience from pre-launch to day 90 on programme.

This Senior Manager 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 leader of Launch operations, you will be responsible for organising and ensuring the efficient delivery of onboarding experiences to set clients and learners up for long term success on our programmes. This role demands a high degree of resilience and comfort with ambiguity. You will need to be creative and solutions focused in building processes in a dynamic environment where multiple concurrent transformations are underway and a great leader of teams.

Their primary focus will be on ensuring seamless execution, fostering team growth and driving operational excellence whilst designing a new experience that considers the feedback and priorities of clients and learners as they move through our onboarding journey and into their first few months on programme.

What You'll Do:

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

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

• Define, implement and maintain consistent quality standards across the team, measured through performance metrics and build the processes to continuously monitor and improve.

• As a senior leader in the Customer Success Operations team, play a pivotal role in resetting the strategy for how we bring learners onto our programmes, directly impacting learner and client experience and programme success.

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

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

• 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 CS Ops organisation.

• 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 quarterly launch targets and early-programme retention targets

• 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 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 business

Success within your first 90 days looks like:

• Quickly consolidating learnings for Q4 peak and identifying the 2-3 critical improvement areas for Launch in Q1 → build a project plan and execute

• Playback recommendations for longer term improvement work considering the Launch Coach delivery model, quality bar and the profile / skills required for future Launch Coach hires

• Build ways of working with the wider CS Ops team staying close to the 2 big pilot efforts impacting our learners for Q1 launches

• Take ownership of the 90 day risk process, understand the current process and take increasingly involved ownership in the final stages for the Q4 launches. Identify ways to continuously improve ahead of Q1 launches.

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.