Service Operations Manager

£35,000 - 45,000
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Service Operations Manager

UK, Remote 

£35,000 - £45,000

✨ 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.

We have a growing number of skilled and passionate operations team members grouped into teams. You'll line manage the Team Leads and ensure they have all they need to run their teams and keep the engine of operations at full speed ahead.

This position will report to the Head of Service Operations, and work closely with a number of other stakeholders across the business.

What you'll be getting up to:
  • Line managing, coaching, empowering, and developing Team Leads in our growing Service Operations team. You'll be their champion and setting them up for success through our company values of radical candour, inclusion, and owning the journey.
  • Formalising roles and responsibilities and introducing scalable development processes. 
  • In partnership with our Head of Service Operations, take ownership of, and optimise content delivery as we grow 10x. 
  • Guiding each team to be operating at peak performance. Our policies will be effective, and backed up with data insights. You'll be building accountability with the Team Leads and help them to make sure their teams are meeting our SLAs.
  • Working with your Team Leads and our Content team to investigate various new partners and international markets - our users are in 5x as many countries as this time last year and we're not slowing down.
  • Being the champion for content delivery across the business. You'll be the go-to expert on how this works but everyone else should speak the language and be (almost) as excited about it as you are. 
  • Working closely with our Customer Service team to simplify and explain our product in our Help Centre and FAQs.
  • Assigning new clients across your team, and create a 'points style' system to measure their capacity.
  • Sharing insights to the Customer Success and Product teams about how our clients are using Learnerbly. 
  • Working with the Product team and other stakeholders to help improve and optimise the platform and our banking/payments system. 
  • Acting as the gatekeeper for the tools and processes your team use, and keep them within our data, GDPR, and other compliance guidelines.
This role will be a great fit if
  • Have hands-on experience in a high growth startup - especially in a service or operational role.
  • Have managed and grown managers, with a track record of building high-performance teams.
  • Have a data-driven and analytical mindset - you're not afraid of spreadsheets!
  • Have experience with monitoring financial information, knowledge of VAT and other regulations is a bonus.
  • Are an excellent communicator who can confidently flag challenges, give upwards feedback and suggestions, and collaborate with the broader team
  • Able to prioritise tasks and focus on delivering outcomes.
  • Enjoy rapidly iterating on approach and getting your hands dirty to deliver on the results.

What Our Clients Want

  • Someone who is driven by finding the best possible outcome for our users and always working to go above and beyond.
  • Someone who learns fast, but is not afraid to experiment, fail, learn and iterate.

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!

People you might work with

Department

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.

Already working at Learnerbly ?

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email
@learnerbly.com
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