Learner Experience and Operations Manager- Fastfutures

Title- Learner  Experience and Operations Manager- Fastfutures

Location- UK Remote

Role- Permanent 

About Avado

Here at Avado, we believe in unlocking potential and changing lives. We are a professional academy that helps people and companies transform and grow through interactive learning experiences in data, agility, people, technology, and marketing. Our connected learning approach combines deep expertise, collaborative learning, scalable technology, and award-winning learning design to deliver learner experiences for people who want real change.

Who do we need?

Our Head of Learner Experience & Operations, Scott, is looking for someone who will become part of the team working on our programme, FastFutures. FastFutures is a 12-week employability programme providing 18-24-year-olds with the skills they need to set themselves up for the workplace. It has a strong focus on recruiting learners from diverse backgrounds, and their places are completely free, sponsored by some of the biggest employers around the country.

The person who joins us will be become part of the FastFutures Learner Experience & Operations team and will be responsible for managing the delivery of our learning journey to provide an incredible experience.

What you’ll do

Some of the things you will be doing day to day:

  • Leading our Learner Experience team, providing structure, direction, coaching ,and feedback on a day-to-day basis to help them deliver & grow in their roles.
  • Ensuring we deliver a fantastic end-to-end programme experience for our learners, and employer partners, hitting our target KPIs e.g. programme impact, completion rate, response time SLA
  • Driving continuous improvement to our programme experience, collaborating closely with our Product, Learning Solutions, Recruitment & Onboarding, Marketing ,and Employer Relations teams
  • Collaborate closely with the wider Avado team, ensuring we’re knowledge sharing and following best practices.
  • Recruiting & managing our external contractors who deliver elements of our programmes, ensuring they are briefed and provide strong input.
  • Input into the strategic direction of the programme and contribute towards any projects looking to scale FastFutures e.g system transformation, new product development, talent proposition development.

 What we’re looking for

  • You’ll have experience leading & coaching a high-performing team.
  • You’ll Ideally have experience working in a company that delivers online products.
  • You’ll have a focus or background in delivering customer experience ideally in an online tech-focused environment.
  • You’ll be extremely customer-focused.
  • You're a problem solver – you take ownership and won’t settle until the problem is resolved.
  • You’re resilient and love to use any learnings to improve a process next time round
  • You understand our audience, and how we can support them to achieve their goals.
  • You thrive from working in a fast-paced environment and are comfortable with ambiguity.
  • You’re willing to get stuck in – we’re a small team so you’ll be happy to get into the detail.
  • You’re collaborative by nature, looking to work with & elevate those around you.
  • Any experience within the learning industry will be beneficial
  • Any experience in product operation would be highly advantageous

And, just for being here, we offer you a culture that’s created and nurtured by super-smart people and underpinned by our Values. Our Values of Accountability, Ambition, Care, Empowerment and Transparency were created for our people, by our people; they guide our thinking, decisions, and actions, creating a truly unique place to work. You will also get a chance to be at the forefront of digital transformation and professional growth, enviable workspaces, serious personal development opportunity and a few nice job-related and lifestyle perks.

What you’ll get:

  • Opportunities for progression within the team and business
  • Autonomy over your workload and

Lots of benefits including:

  • Holidays – 34 days  (25 days plus 8 bank public holidays plus birthday off)
  • Life assurance
  • Ride to work scheme
  • Pension
  • Great work life balance through flexi working/remote working
  • Avado learning days
  • Wellness and fitness (Mindfulness and yoga)
  • A home in our growing, ambitious team, whose sharp focus is growing the future skills of the workplace;
  • The opportunity to truly own and be responsible for making great things happen, making a real difference and working with some of the world’s leading brands;
  • A fast and furious, exciting place to be with real challenge and a meaningful opportunity  

And we’re highly inclusive….

Avado is one of those rare places where anyone from anywhere with any background or experience is free to come and do their very best work. We believe in the diversity of thought, as that’s what helps us help our customers and learners – whether investing in their own development, or having their employer invest for them. Equality, diversity and inclusion are values that are critical to our success; come and see for yourself.  

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

West London Office

Scale Space White City
W12 7RZ London Directions View page

Perks & Benefits

  • Learning, Growth & Development 📚

    Being part of Avado means we can choose to study any of our programmes. In 'normal times' we also hosted regular 'Learning Days' (and these are subject to review now that we work in a more 'hybrid' way.) We have an incredible amount of expertise and talent across the business, so we want to spend time sharing, learning from each other, and celebrating it - we're currently working out how best to do this in the new world of work.

    Our learning philosophy is simple: Our Value of Empowerment, alongside our belief that each and every Avado person is on a unique developmental trajectory, according to our own individual needs and desires, have led us to:

    - Get access to an executive-level coach, on-demand, through our partnership with Bravely.

    - Have an opportunity to work in a more focused, programmatic coaching set up with a coach-in-training, through our partnership with the University of East London, Europe's leading institution for Positive Psychology and Coaching Psychology research and teaching.

    - Either become a mentor for, or be mentored by, another Avado person.

    - Attend periodically-run leadership development workshops, where we share cutting-edge research in leadership thinking. This is then something we can work on with our coach, to make sure we're really making the most out of our leadership learning experience.

  • Work Life Balance ⚖

    Our purpose-built and always-evolving Hybrid Working Environment allows us to flex the place and time of our work. We invite anyone to work from anywhere within any of the countries we are legally permitted to employ people and where individuals have a legal right to work (UK, Spain, Singapore and Hong Kong.)

    Generally our philosophy is simple. If you can and want to work in our collaboration space in White City, West London, you are invited to do so. This will typically be for those times you need to work in-person with colleagues, clients, learners or partners. We also invite you to work from your home - you will just need to show us that you are sufficiently set up at home in order for us to consider your application.

    This flexibility allows us to make choices about how we work; typically, focused or confidential / sensitive work will be done at home, and collaborative / cooperative / coordinated work would be done in the office.

  • Mind and Body Health 🏋🏿

    For us, healthy people create a healthy business.

    On the mental health side, in addition to giving access to up to four structured counselling sessions with a qualified practitioner, we also try to make sure that work itself isn't taking a toll on our health or lives. We offer mindfulness practices on Mondays and Fridays to start and end the week in mindful bliss. (Oh, and because of Perkbox, we get free access to Aura, a leading Mindfulness app.)

    We over-communicate to make sure people feel as connected to the business and each other as possible. We also all have full visibility of where the business is going, how we're performing, and the difference we're making. All of these attributes of our culture are proven to create positive mental health outcomes.

    On the physical side, our partnership with Perkbox gives us access to a range of exercise and nutrition apps and other products.

  • Holiday 🌴

    Time off is very important in our business; we're all busy, we're all energised and we're all pursuing wonderful things. This can be tiring, especially when you layer on the complexities of our unique business and the ambiguity that is ever-present in the marketplace. So we are all strongly encouraged to make full use of our holiday entitlements:

    - We get 25 days holiday, plus relevant public holidays wherever you are based;

    - This increases to 26 days after 2 years' service, and to 27 days after 4 years' service;

    - We get our birthday off every year;

    - We can buy up to five additional holidays per year in January, subject to the salary sacrifice rules in place at the time.

  • Enhanced Time off with a New Born 🐣

    We offer up to 3 months' paid 'maternity leave' for eligible people (subject to the relevant laws at the time) in the UK. Following this, the statutory rates will apply.

  • Cycle to Work 🚲

    We are all able to participate in the UK Government's Bik2Work scheme, and at Avado that allows us to purchase a bicycle and equipment up to a limit of £2,500!

  • And a whole range of perks!

    From discounted cinema tickets to discounts on our grocery shopping or personal technology, we've got it covered thanks to our partnership with Perkbox.

Workplace & Culture

Our culture balances the support and structure of an established business, with a pace and adaptive environment more akin to a start up. We trust our people as adults to bring their entire self to what they do and to own the ‘how’ and ‘where’ of their work.

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