Operations Specialist

Multiverse is the upskilling platform for AI and Tech adoption.

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

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

In April 2026, we announced $70 million in strategic funding, led by Schroders Capital, with participation from StepStone Group, Lightspeed Venture Partners and General Catalyst. At an increased valuation of $2.1bn, the round makes us Europe’s first EdTech double unicorn.

But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output.

About the Role

As a Pod Operations Specialist, you are the "engine room" of the Mid-Market Client Delivery Team’s operational excellence. This is a team of over 30 coaches delivering AI, Data and apprenticeship programmes to over 4000 learners from 300 employers.

Reporting to the Operations Manager, you will own the execution, maintenance, and optimisation of the workflows that support a vast array of clients and their learners. You act as a force multiplier for our coaches, leveraging data and automation to remove administrative friction and ensure every learner has a seamless journey from kickoff to completion.

This is a high-impact, hybrid role based in London, requiring 3 days per week in the office to collaborate closely with the delivery team.

Please note that this is a 12-month fixed-term contract.

What You’ll Do

• Directly own the tracking, reporting and improvement of the pod’s primary learner health metrics.

• Use Metabase, SQL, and the Tableau dashboards to identify "leading indicators" of attrition. You will provide qualitative analysis to "paint a picture" of risk for MBR/QBR reporting, responding to deep-dive queries on client health.

• Maintain and optimise pod infrastructure within our Knowledge Base, ensuring SOPs and "Sources of Truth" are always accurate.

• Execute critical delivery workflows, including processing Breaks in Learning, managing Gateway bookings, ensuring coach cover and overseeing the administrative side of apprentice programme success.

• Act as the operational point of contact for Account Kickoffs, working with Customer Success Managers, Launch, and Admissions teams. You will also organise learner allocations and manage platform transfers of learners.

• Surface insights forweekly and monthly learner retention reports, conducting deep dives and creating reports that can be shared with senior stakeholders.

• Identify opportunities to use AI tools and no-code solutions (e.g., Slack Workflows, Gems, Claude artifacts) to automate repetitive tasks and improve pod efficiency.

About You

• You are comfortable navigating complex datasets (Metabase, GSheets) and can independently derive actionable insights from raw data.

• You have a high degree of comfort with ambiguity and provide clarity for stakeholders in a fast-paced environment.

• You have experience - or a strong willingness to master - tools like Metabase, Tableau or SQL for troubleshooting, and AI-driven workflows.

• You can translate technical data into clear, concise narratives for leadership and commercial teams.

• You don't just report issues; you identify root causes and build systems to prevent them from reoccurring.

Success in this Role

Success for the P5 Specialist is measured by the "health of the pod." This means zero gaps in data hygiene, timely processing of all learner transitions, and a measurable reduction in the administrative load on our coaching cohort.

Benefits

• Time off - 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

• Health & Wellness - 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!

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.

Our Commitment to Safeguarding

Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy, our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS).

For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings.

Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.