Senior Operations Manager - Training (18 months contract)

Note: 18 months contract 

ABOUT THE ROLE 

As a Senior Operations Manager within the Training function for our Member Operations team (KYX, Member Support, Complaints, Collections), you'll report to the Head of Training and have the opportunity to shape and improve the entire training function at Tide. Key responsibilities include standardising data management, enhancing training quality (by sourcing and onboarding vendors), and establishing and optimising processes.

You will be an ambitious, results-driven operator, experienced in fast-paced environments, with strong analytical and problem-solving skills. As a self-starter, you'll manage competing priorities with autonomy, driving operational excellence through performance management and continuous improvement. Effective communication with internal stakeholders across departments and locations is essential.

You will create your own tasks as you shape the role, but the below will be a starting point:

• Data Management:
• You'll begin by centralising training data into Tide’s Looker platform, working closely with key stakeholders to gather data from various departments and vendors (e.g., Talent LMS for survey/completion data). 
• Your goal will be to create dashboards for monitoring and analysing the training team’s operational performance, defining key metrics, addressing performance issues, and identifying root causes of process inefficiencies.

Process Optimisation

• You’ll establish a centralised repository for training materials, making them easily accessible to stakeholders across Tide. 
• As we onboard new vendors to enhance training quality and engagement, you’ll manage these relationships, ensuring seamless integration of their content. Additionally, you’ll evaluate potential new vendors to further elevate our training offerings.
• Your first step will be to map current training, admin, and content creation workflows, identifying gaps and opportunities to restructure for more efficient use of training time. 
• Many current processes are manual, and you’ll drive automation to reduce admin overhead and maximise training impact. You’ll champion scalable, well-documented processes that optimise the team’s performance.

Cross-Team Collaboration:

• As a key link between the training and member operations teams (KYX, Member Support, etc.), you’ll collaborate with team leads and the risk and compliance function to identify and implement improvements that enhance how training is delivered and integrated across the organisation.

WHAT WE ARE LOOKING FOR 

• You speak and write fluent English; German and or French speaking skills is advantageous
• You have 4+ years’ experience in a fast-paced environment as a Management Consultant, Analyst, Operations Analyst, Product Analyst, Business Analyst, or Operations Manager
• You enjoy working with data and have experience with business analytics tools: Excel and SQL; and understand the importance of APIs in technology scale-ups
• You are logical and see data as a crucial part of decision-making but know when to stop analysing and start acting
• You enjoy working autonomously to setup new processes from scratch, as well as enhance existing processes
• You’re excited by the chance to work on international expansion
• You are customer-focused and a team player
• You are okay with ambiguity and enjoy working in a complex, technical industry
• Previous experience in an analytical role (consulting, banking, or professional services) is advantageous

WHAT YOU WILL GET IN RETURN

• 25 days paid annual leave 
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget in the amount of 1000 BGN per year
• Additional health & dental insurance
• Mental wellbeing platform 
• Fully covered Multisports card
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Flexible working from home
• Sabbatical Leave

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.