Cluey is dedicated to fostering self-confidence in school-age students through innovative out-of-school learning experiences. Our multichannel approach provides highly effective, proven, and accessible alternatives to traditional classroom education, ensuring convenience for all learners. With a focus on personalised learning, we empower students to explore and discover, leading to optimized learning outcomes tailored to individual needs.
Our diverse range of high-quality learning experiences is offered in a variety of settings, both online and in person, pioneering the landscape of 'out-of-school' learning experiences dedicated to igniting students' passion for knowledge and innovation.
Function Context: The Service Operations is a centralised function for managing and executing all the functional elements necessary for service delivery for both Cluey Learning and CodeCamp business units. This function will be pivotal in ensuring that both businesses deliver exceptional customer experiences efficiently and consistently. This function manages all the activity not specifically managed by the other functions.
Position Outline: This role will support the Head of Service Operations with the overall leadership and direction of Service Operations, while also ensuring that the Engagement & Quality team run smoothly. The primary focus of this role is to ensure the success of the Service Operations function and is also specifically responsible for leading the team that oversees tutor/instructor engagement, staffing, quality assurance processes, and operational delivery.
This role combines strategic oversight with operational leadership, ensuring that Cluey continues to provide outstanding educational services. The successful candidate will have a proven track record of leadership, development and delivery of initiatives, a deep commitment to operational excellence, and the ability to build and maintain high-performance teams.
The Engagement & Quality team is essential to Cluey's mission of delivering high-quality educational experiences while maintaining strong relationships with our tutors and instructors. As Cluey continues to expand and innovate, the leader in this space will play a critical role in ensuring service standards are met, operations are streamlined, and both our educational and internal staff are highly engaged. Reporting to the Head of Service Operations, you will collaborate closely with various teams to support Cluey's strategic goals and operational efficiency.
Key Responsibilities Provide strategic leadership to the Service Operations function, supporting the broader operational goals of Cluey and the Head of Service Operations.Work closely with the Head of Service Operations to drive operational excellence across all service lines, ensuring alignment with Cluey's strategic vision, including Cluey 2.0 and AI integration.Collaborate with business unit leaders and functional heads to develop and execute initiatives that optimise service delivery and reduce operational costs.Contribute to Cluey's leadership team by setting performance goals, establishing KPIs, and implementing continuous improvement practices.Operational Focus: Budget, forecast and allocate resources to manage operations within financial constraints.Oversee the training, support, and retention of high-quality tutors and instructors, ensuring the organisation is equipped with the necessary talent to deliver outstanding educational services.Manage day-to-day operations delivery, ensuring that operations are efficient, scalable, and in line with Cluey's growth objectives.Identify operational bottlenecks and implement solutions to enhance service quality, reduce costs, and improve time-to-market for new initiatives.Lead service innovation by integrating technology and AI solutions to optimise operational workflows, enhancing both employee productivity and customer outcomes.Ensure data and reports pertaining to the delivery of our services such as quality of sessions/programs, absentee rates, and reliability metrics, and associated costs are available to relevant General Managers on a regular basis.Identify potential risks and develop contingency plans to mitigate them.Engagement & Quality Management: Ensure that the experience of our educational staff remains at the forefront of operational decisions, overseeing quality control in interactions, service delivery, and feedback loops.Lead initiatives to drive satisfaction, engagement, and improve staffing with a focus on improving systems, and creating a cohesive and high-performing team that provides a positive, high-quality experience while meeting SLAs.Develop and maintain quality assurance processes, ensuring consistency across service operations, including tutor and instructor performance and Engagement & Quality staff.Skills and Qualifications Proven experience in leading operational teams in a service delivery or educational context.Strong background in operational management with demonstrated experience in developing and implementing strategic initiatives to drive business performance.Excellent interpersonal and communication skills, with the ability to influence and manage cross-functional teams.Strong analytical skills with the ability to interpret operational data to drive decision-making.Proficiency in integrating technology and AI tools to optimise operations.Deep understanding of best practices in Engagement & Quality, particularly within the Edutech space.Demonstrated ability to review internal processes, identify opportunities for improvement and work with business priorities to implement changes.An understanding of regulatory compliance in relation to how we deliver our services (e.g. child protection, or privacy legislation and requirements).Experience within the education sector, especially in online or out-of-school learning.Experience with quality assurance and engagement.Familiarity with AI-driven service improvement tools and data-driven operational management.Purpose, Mission, Vision and Values: This role plays an integral part at Cluey by supporting our Purpose Mission and Vision.
Purpose - Empower students with the skills, knowledge and self-efficacy to thrive now and in the future.Mission - To develop an innovative and personalised educational ecosystem that equips students for success in an ever-changing world and builds a community of learners.Vision - Engagement and inspiration to create learners for life.They will do this by embodying the following values:
Learn every day - Learning is at the heart of the service we provide our students and their families as well as our commitment to ongoing training and professional development for our tutors/teachers and the rest of our staff.
Help others achieve - Our core focus is supporting student achievement, and our commitment to helping others achieve is also reflected in the collaborative and cross-functional nature of our workstream structure.
Take ownership - Taking ownership is about accepting responsibility for the quality and effectiveness of our services, and it also refers to our approach to learning, which places an emphasis on self-efficacy and student ownership of their learning.
Know one another – It's vitally important that we know our students/customers/tutors to provide the service and support that they need, and that we know one another to work effectively, cross-functionally and collaboratively.
Have fun - We recognise the correlation between having fun and effective learning, and believe that work and learning should be enjoyable and provide opportunities to be creative and inventive.
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