Senior Operational Quality Specialist

About the role

Join [Employer hidden] and power our mission to equip the workforce to win in the AI era

As a Senior Operational Quality Specialist, you serve as the definitive process owner for a critical domain of the business, such as risk, engagement, transitions or completion

You move beyond the execution of day-to-day tasks to take responsibility for the end-to-end integrity, health, and scalability of our most complex operational workflows

In this role, you act as a driver rather than a passenger. You do not just identify gaps; you own the solution, the accountability, and the long-term roadmap for your domain

You serve as a trusted thought partner to senior leaders and internal Product teams and translate high-level business strategy into robust, scalable systems that ensure consistent learner outcomes

You are a subject matter expert who solves ambiguous problems without clear precedent, ensuring our operations evolve from early development to established stability

Who you are

• Experience: You have 3-6+ years in operations, process improvement, or quality assurance, ideally within a scaling or education environment
• Process ownership: You shift effortlessly from owning the end-to-end lifecycleof a process to reviewing the tools we use to implement them, ensuring it lands and sticks with the end user
• Data fluency: You are comfortable working with complex data sets to identify trends and can confidently scope dashboard requirements for data teams
• Courageous communication: You can deliver factual, non-judgmental updates on critical issues to senior leadership
• Strategic prioritisation: You can discern large strategic blockers from small administrative tasks, ruthlessly prioritising high-impact work over low-value noise
• Stakeholder mapping: You have experience mapping key stakeholders and can autonomously manage those stakeholder relationships
• Knowledge management: You have experience generating SOPs, updating documentation and can create informative, instructive and engaging content to drive adoption of those processes
• Sector knowledge: You have an understanding of apprenticeship funding rules query data directly and experience building actionable dashboards in tools like Metabase to surface insights for our Delivery teams
• AI and prompt engineering: You demonstrate the ability to use LLMs like AI and prompt engineering: You demonstrate the ability to use LLMs like Gemini to analyse unstructured data and generate senior-level reports or content
• Knowledge management: You have expertise in structuring and maintaining a source of truth in platforms like Guru or Coda, ensuring discoverability and accuracy
• Low-code automation: You are competent in using tools like Zapier or Make to visualise and connect disparate systems and automate manual workflows without heavy engineering lift

Desirable

• Sector knowledge: You have an understanding of apprenticeship funding rules or similar regulatory frameworks that underpin our operations
• Change management: You have experience migrating knowledge bases and managing the cultural shift required for new tool adoption
• User-centric design: You can design workflows that empathy-map the user journey, ensuring processes reduce rather than add to the cognitive load of users

What the job involves

• Process ownership and strategy: You codify processes and define the single source of truth to ensure every workflow is documented, current, and scalable Source of truth to ensure every workflow is documented, current, and scalable
• Operational resilience and risk management: You identify single points of failure and build resilience through cross-training and auditing backend processes to protect institutional knowledge
• AI and innovation: You leverage AI and work with AI product teams to remove manual steps and backend admin, ensuring our human talent focuses on high-value work
• Own the domain health: You manage the health of your domain across key Pillars including process, source of truth, and stakeholder engagement
• Drive decision making in ambiguity: You analyse complex problems and make bold, evidence-based recommendations to Senior Managers to balance short-term fixes with strategic benefits
• Stakeholder partnership: You influence the roadmap and facilitate difficult conversations to build trust through clear, crisp communication with functional leads
• Data-driven accountability: You own the metrics for your process, ensuring data hygiene and building dashboards that enable functional teams to make decisions
• Force multiplier: You mentor peers and share specialised knowledge to elevate the collective capability of the team and break down silos

Success metrics:

• Operational maturity: You demonstrate sustained movement of your domain pillars from at-risk to healthy
• Adoption and compliance: You achieve high adherence to standard operating procedures across user groups, evidenced by auditable data rather than anecdotal feedback
• Stakeholder trust: You clarify ambiguity and deliver reliable solutions, through close collaboration with stakeholders
• Resilience: You eliminate single points of failure within your domain through comprehensive documentation and peer cross-training

Salary benchmarks

Business Operations & Strategy

Senior

Mid

£40k £50k £60k £70k £80k £90k £100k £110k

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Company

[Employer hidden] is on a mission to equip the workforce to win in the AI era. That means helping people at all stages of their career gain the tech, data, and leadership skills needed to thrive in an age of rapid automation and AI transformation.

[Employer hidden] positions itself as the upskilling platform for AI and tech adoption, partnering with over 1,500 companies across the UK and US (including Google and Facebook) to deliver a new kind of learning. This approach is grounded in applied, work-based training designed to deliver measurable outcomes. And these apprenticeships are open to individuals of any age or career stage and focus on critical capabilities in AI, data, and tech skills.

And the impact is real. [Employer hidden] learners have driven over $2B in ROI for their employers by directly applying their skills to improve productivity and performance. The company's success is not only reflected in its outcomes, but also in recognition, having secured significant funding in 2022, bringing its post-money valuation to $1.7B and cementing its status as the UK's first EdTech unicorn.

Company benefits

• Working from abroad
• Free access to Wellhub's Starter, Basic and Bronze plans (free gym + more)
• M-Powered long weekend to refresh and recharge
• A focus on wellbeing with access to Spill therapy support and Employee Assistance Programme
• 24 days holiday, 3 winter shutdown days plus 1 life event day and 2 volunteer days
• Full Medical Insurance coverage through Bupa, and your medical history is disregarded
• Life Insurance coverage through AIG. This benefit pays out 3x your base salary to your beneficiaries
• Our Cycle to Work scheme enables bike ownership with up to 42% savings
• Tech scheme: you can purchase new electronics, including accessories, up to £1,000, and spread the cost through 12 interest-free monthly repayments
• Workplace Nursery benefit is provided by Enjoy Benefits and is there to help employees with the cost of childcare at a nursery setting