Operations Specialist

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!