Hybrid Fulfillment Manager

at Multiverse

• Job title: Fulfillment Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Fulfillment Manager overseeing candidate journey and team development at Multiverse, an AI skills upskilling platform. Fostering operational excellence and collaboration to enhance admissions processes.

Responsibilities

• Team Leadership: Manage Fulfilment Executives and Associates, taking full ownership of their performance, development, and engagement in a fast-paced environment
• Operational Oversight: Oversee the admissions process to ensure candidates meet Multiverse standards and maintain a continuous pipeline for deal fulfilment.
• Allocation and Prioritisation: Own weekly and daily task allocation for the Fulfilment team, monitoring real-time progress against SLAs and re-prioritising work as needed to guarantee consistent delivery and operational success
• Funnel Optimization: Drive conversion across the full fulfilment funnel by identifying bottlenecks and implementing strategic initiatives to improve the candidate experience.
• Goal Alignment: Set clear team goals that align with broader Delivery and Operations goals, ensuring your team achieves all performance targets and deadlines.
• Data-Driven Performance: Leverage data-driven insights to identify potential challenges within the candidate journey and implement effective solutions before they impact delivery.
• Stakeholder Collaboration: Partner with cross-functional teams, including CS, Launch, and Sales, to align operational goals and devise effective strategies for fulfilling deals.
• Continuous Improvement: Promote a culture of continuous improvement, coaching your team to surface and solve problems themselves to enhance the efficiency of admissions workflows.
• Drive excellent quality by setting and upholding a high bar for your team’s daily output, utilizing rigorous coaching, observation, and feedback loops to ensure every member of your pod consistently delivers high-calibre candidate placements that meet Multiverse’s exacting standards.
• Hold a high bar for team development and operational rigor, empowering your team to embody Multiverse operating principles by surfacing bottlenecks themselves and "pushing the thinking forward" to find innovative solutions that elevate the efficiency of the fulfilment process.
• Enablement: Lead process improvement and enablement within your teams.
• Quality Assurance: Ensure fair, transparent, and consistent evaluation of all candidate applications against programme requirements.

Requirements

• Experience: 5+ years of professional work experience, including 2+ years of people management experience managing teams (5+ reports) in a fast-paced, customer-centric environment.
• Commercial Mindset: You understand the link between admissions quality and business retention. You are comfortable promoting Multiverse’s programmes to prospective candidates and building excitement for the mission.
• Data-Driven: You are results-oriented and comfortable diving into dashboards to identify trends (e.g., a dip in funnel conversion) to drive decision-making and hold people accountable.
• Problem-Solver: You embody strong problem-solving skills. When a challenge arises in the candidate journey, you investigate, communicate, and resolve it without panic.
• Communication Expert: You have excellent verbal and written communication skills, able to "code-switch" effectively between internal team coaching and external stakeholder coordination.
• Collaborative: You are a team player who is transparent about challenges and proactively reflects on how to improve. You seek input and feedback to ensure decisions serve quarterly goals.
• Resilient & Adaptable: You thrive in a dynamic environment and can adjust strategies and priorities based on changing circumstances or new information.
• Detail-Oriented: You have the ability to zoom into the specific details of a candidate's application while maintaining a big-picture perspective on fulfilment targets.

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!