Head of Service Operations

£70,000 - £80,000
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Head of Service Operations

UK, Remote 

£70,000 - £80,000

✨ Learnerbly

Who we are

We're a growing team of 50+ and over the last few years we've built a SaaS-enabled learning marketplace curated from 200+ of the best learning providers.

We've decided to become a fully distributed company since 2020 and give our people the choice to decide where they'd like to work by giving them a WFH allowance to set themselves up and an optional co-working Spaces pass for the days they want to connect with the team. 

We've only just started our journey to help unlock everyone's full potential! We're about to press play on our next phase of growth as a business and we want YOU to be part of it! 

Our Mission, Vision, and Purpose
  • Our mission is to be the most inspiring learning platform for people and organisations around the world. 
  • Our vision is to create a world where everyone unlocks their full potential 
  • We believe everyone can make a difference.

🙌 The role

Service Operations at Learnerbly

Service Operations at Learnerbly means connecting users in 50+ countries with the thousands of great learning resources we have on our platform, delivering high-quality user satisfaction, and working with our 250+ content providers.

When a company chooses to invest in their people by offering a Personal Learning Budget, they are empowering them to choose the future of their development. The Service Operations team helps unlock that potential by delivering the books, online courses, webinars, conferences, and coaching that will help our users grow - we're a big part of our users' learning journey and the success of our product. As we grow you'll be leading the charge to automate and scale our service operations to ensure we continue our great customer experience with 50x as many users.

This is a new position reporting to our COO, and accountable for the Operations and Support teams.

What you'll be getting up to:
  • Shaping the strategy and vision of what customer service and delivery to users looks like at Learnerbly, guiding your team through the journey to bring it to life.
  • Owning the delivery of resources to our users - radically transforming the way we think about and implementing processes to maximise productivity. 
  • Scaling and globalising our Customer Service function to support our rapidly expanding user base. 
  • Hiring, developing, and coaching a team of Managers and Team Leads that are equipped and empowered for success. 
  • Owning and evolving performance monitoring frameworks to ensure visibility, accountability, and performance across all services and locations.
  • Collaborating with our Heads of Customer Success and Sales to make sure we're all speaking the same language when it comes to what good looks like for our user journey - and ensuring our clients get it every time.
  • Working with our Partnerships team to monitor commission and manage our content inventory, and working with our Content team to ensure our delivery is scalable and adheres to the appropriate GDPR/data requirements.
  • Supporting our Finance and Legal teams in keeping oversight on our purchase transactions - our users will spend £10m+ a year on content and you'll make sure strict controls and fail safes on the financial flow are in place, as well as adhering to VAT and any applicable regulations.
  • With support from our Product and Engineering teams, you'll build all the above to be scalable and future-proof, and use the insights from the service and delivery functions to inform and optimise our product.
This role will be a great fit if
  • You have significant experience in service-delivery, and proven in a senior operations role; preferably at a high-growth venture-backed technology company with a track record of top performance.
  • You have hands-on experience in scaling up a growing department, overseeing a multi-geo/distributed team and global user base.
  • You're a strategic thinker but always happy to get your hands dirty in a 'fail fast' culture of rapid value delivery.
  • You have knowledge of launching operations overseas, with experience in local regulation and compliance a plus.
  • Working with financial systems and budgets is second nature to you.
  • You're excited about setting up Learnerbly for 10x growth, a growing global presence and transforming what we do to make it happen.
  • You thrive on and have a track record of mentoring and coaching other managers and team members.
  • You use data to inform and justify your decisions and have strong critical thinking skills.
  • You have experience with a broad range of SaaS/tech tools and look to automate tasks.

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt. 

So, if this role excites you, don't let our role description hold you back, get applying!

⭐️ Our Perks

Check out our Employee Guide for more detail!

❤️ Values-driven culture - we're really proud of our culture. 

🤸🏽‍♂️ Flexible working hours - We want our team to have the choice to work in the way that gets the best out of them.

🏢 Distributed working - WFH allowance and co-working Spaces pass. 

📚Learning and development - £1,000 learning and wellbeing budget each year.

🏖 Time off - 25 days of paid time off per year.

👩🏾‍⚕️ Health - Healthcare cashback scheme covering medical, dental, optician and more.

💻 Technology - A brand new laptop (or whatever equipment you need).

📮 Surprises - Letterbox gifts

🪄 Hiring Process

  1. Initial screening (30mins)
  2. Capabilities Interview (1 hour)
  3. Task Interview (1 hour)
  4. Values Interview (1 hour)

Support - If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best - please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

💛 Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

  • Be your authentic self: This means finding the intersection between what you love and what you’re good at, so you can be yourself at work.
  • Set the destination, own the journey: "Be the change you want to see in the world." Think big, speak up, take ownership. We believe in learning by experimenting and failing fast: use your creativity and resourcefulness to find solutions to problems you encounter.
  • Invite everyone to dance: “Diversity is being invited to the party, inclusion is being asked to dance.” We look for people who share our values and contribute to our culture. Diversity alone is not enough. We believe by being diverse and inclusive we make better decisions.
  • Practice heartfelt, radical candor: We know seeking radically candid feedback can be hugely powerful. We proactively seek and give feedback to reveal blindspots and accelerate growth.

🌈 Diversity, Equity, Inclusion and Belonging

At Learnerbly, we're committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It's essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn't just an initiative at Learnerbly. We strive to embed it not just into our values but throughout our entire culture.

Additional information

  • Remote status

    Fully remote

Or, know someone who would be a perfect fit? Let them know!


Life at Learnerbly

We put development at the heart of what we do. 

Find more about how we work at Learnerbly through our Employee Guide, a window into how we think and work compiling internal practices, and which we use as a living knowledge base.

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