Learning Operations Manager
Reports to: Learning & Capability Director
Working hours / pattern: 40 hours per week
Job purpose
This is a hands-on operational learning role, with around significant focus on direct delivery, business partnering, Service Coaching and learning project activity, and management responsibility for team leadership, governance and operational oversight. The role will manage the Learning and Capability team, ensuring internal and client-facing learning projects are delivered to quality, on time and on budget through effective work allocation, programme management, quality assurance and strong operational processes.
Key responsibilities
▪ Business partner with Operations Managers across the business, acting as the Learning team single point of contact, understanding operational priorities and providing support aligned to our strategic direction.
▪ Lead and contribute to internal and client learning delivery, including learning design, facilitation, Service Coaching, practical performance support and continuous improvement activity.
▪ Carry out Service Coaching in live operations, sharing themes and insight with Operations Managers and the Learning and Capability team to inform priorities and improve learning impact.
▪ Maintain appropriate governance for learning requests, project intake, prioritisation, quality assurance, delivery tracking and handover.
▪ Translate strategic priorities, client commitments and internal capability needs into actionable delivery plans, ensuring quality, timelines, budget and delivery risks are effectively managed.
▪ Provide leadership, management and engagement for the Learning and Capability team, ensuring clear priorities, effective work allocation, strong performance and a positive team culture.
▪ Act as an advocate for Ethos Farm, consistently demonstrating our values in how you lead, work with clients and collaborate with colleagues.
Skills, experience & requirements
▪ Proven experience in a senior learning & development role with significant line management responsibility.
▪ Strong learning background experience, with significant expertise in learning operations, learning delivery management, programme management or capability development within an operational or client-facing environment.
▪ Demonstrable practical experience across learning design, facilitation, Service Coaching, learner experience, evaluation and capability-building.
▪ Proven experience leading, developing,, engaging and managing a team, ability to allocate work effectively and maintain visibility across multiple priorities, deadlines and delivery commitments.
▪ Strong programme management, operational planning and stakeholder partnering skills, with the ability to translate operational priorities into practical learning support.
▪ Strong stakeholder and client partnering skills, with ability to translate business and performance needs into practical learning solutions.
▪ Strong commercial awareness, including an understanding of budgets, resource utilisation and client commitments.
▪ Excellent communication, ability to influence senior leaders and drive positive cultural change.
▪ Proven experience using AI-enabled tools, digital learning technologies and workflow systems to support learning design, delivery, productivity, quality assurance and operational insight within an agreed governance framework.
▪ Project management qualification such as PRINCE2 or Agile and proven experience of applying the qualification in a commercial, client facing setting.
▪ Relevant Learning & Development qualification at level 5 or above.
▪ Evidence of ongoing professional development in learning, leadership, digital or AI-enabled learning.
▪ Right to work in the UK.
▪ Demonstrated attitude and behaviours aligned to our Ethos Farm values.
About us & our values
We’re on a mission to empower people to deliver extraordinary customer service and to unleash the power and potential of brands to help them thrive. You can find our more about us on our website at ethosfarm.com.
Our values guide us in how we work as individuals and teams to represent the very best of Ethos Farm to each other, our clients and their customers. Our values are:
• We work together: We deliver the best for our clients, customers and each other.
• We deliver extraordinary service: We inspire and leave a brilliant impact.
• We see opportunity: We find solutions to exceed expectations.
• We are inclusive and kind: We value the contributions and part we all play.
• We have fun: We raise smiles and love what we do.
We are an equal opportunities employer and committed to a diverse and inclusive workplace where everyone feels valued, respected, and able to do their best work. We actively encourage applications from all suitably qualified individuals regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.
Our benefits
▪ Employee Assistance Programme offering free and confidential support and advice.
▪ Health cash plan which provides money off medical treatments and access to 24/7 GP support.
▪ Financial wellbeing tool to help you manage your finances.
▪ Discretionary bonus
▪ 5% employee contribution and 3% employer contribution (qualified earnings).
▪ 25 days holiday, increasing up to 28 days after 5 years’ service, plus birthday day off.
▪ Training, annual away day, incentives and recognition.
