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Training Program Operations Lead (f/m/x)


Job description

At Hyphen, we envision a future where everyone is equipped with the skillset, inspiration and community support to make their unique dent in the world.

We are a B2B edu-tech startup building a talent development platform which empowers organisations to develop young professionals (0-4 years experience) with the relevant power and hard skills. We will deliver a highly social learner experience through a blended learning approach that’s collaborative, bite-sized and practical.

We are fortunate to partner with some of the best people in the space, are backed by world-class investors and have raised a substantial pre-seed round (the largest edu-tech pre-seed round in Europe this year!) from one of Europe’s top VC’s.

We are based out of a beautiful office in central London (Soho) but offer fully flexible working arrangements.

The Role:

We are looking for a Training Program Operations Lead (f/m/x) to help us ensure we’re delivering an exceptional experience for our learners and their employers. This is a part customer success and operations role. The ideal candidate for this role is passionate about lifelong learning and enabling people through education.

The role is split into two key areas:

Program Operations:

  • Ensure a clear end-to-end experience for learners, built on a foundation of clear communication, from onboarding to course completion to achieve ambitious NPS and completion rates

  • Run the operations of our live program offerings, including student & subject matter expert communications

  • With our education and product team, support our engagement and stickiness goals

  • Manage and report on our key student engagement metrics across the team

  • Collect, analyse and suggest recommendations based on user feedback to the wider team

Customer Success:

  • Collect and manage all relevant data on learners, progress, engagement, and performance to deliver to employers and the managers within

  • Work with our customers to ensure they are seeing business value from our learning experience

  • Managing operational needs of clients, including relevant communications

  • Manage our masterclass delivery (over time, you might hire freelancers/working students to support)

  • Work with the Product team on understanding how to improve the platform learning experience, through touch points analysis, and how this integrates with the community platform

Job requirements

Who are you:

We know - sometimes, you can't tick every box. We would still love to hear from you if you think you're a good fit!

  • 3+ years of experience in an account management/customer success role and/or program operations role

  • Excellent communication skills, confidence, and empathy and the ability to adapt to different stakeholders (learners, buyers, experts)

  • Next-level customer supporter — You have experience in supporting and serving customers — bonus points if in edtech (but do not worry if not!)

  • A results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high growth, rapidly changing environment

  • Familiarity with project management and business intelligence tools: e.g., Slack, Notion, Airtable, and collaboration tools like Google Suite, Miro, Figma etc.

  • Ability to be as operational as possible with a hands-on attitude while navigating uncertainty and being able to think strategically when needed (entrepreneurial mindset).

  • (Ideally) based in London

What you’ll get:

  • 🛫 Be part of Hyphen: A unique opportunity to join a highly driven team of exceptional individuals right at takeoff and help build and shape a healthy, mission-driven company to improve the lives of millions.

  • 💸 Competitive package: attractive compensation, including employee stock options and pension. We have VC backing and a strong operational, execution-driven support network.

  • 🚀 Path to Head of Training Program Operations: We have ambitious plans and want to have 100s of active learners and 100s partners within the next 12 months, and we want you to grow in your role.

  • 👫 Build and develop your own team & set your culture: You will not only work with us on the overall strategy of the start-up, but you will also manage, grow and set a culture for your own team.

  • 💡 Hybrid working environment: We encourage everyone to come in 3~ days a week - and you can also work from abroad regularly. But, we've seen that people come in 4-5 days. Why? We have an amazing office (see below), snacks and a lot of fun at work.

  • 🏡 Amazing Private Office: We work out of a shared office building next to Oxford Circus where we have our dedicated private office. Check it out here.

  • 🎒We will get you set up: Operating system and hardware of your choice, additional tech equipment that you need, screens, you name it - we want to enable you to do your best work.

  • 📈 Lifelong learning and personal development: We will jointly develop a personal development plan that will enable you to achieve your professional goals. All related costs, e.g. coach, courses etc. will be covered by your annual L&D budget of GBP 1,000

  • There’s more! Enjoy flexible working hours, and events (brunch or dinner) and team workshops.

What else to know:

Please also apply if you don't tick all the boxes in our description. We know that no candidate is ever perfect for the role and that there will be people out there who bring things to the table we haven't even thought of yet (and are super excited by this!).

You can learn more about the application process and our company perks right here: Careers Page.