Arbor Education

Marketing

• Develop and implement customer marketing strategies focused on generating upsell and cross sell leads from Arbor schools.
• Work with the Renewals team to create and deliver our Renewals Marketing programme.
• Collaborate with Sales, Customer Success and Product teams to identify customer needs and translate them into effective marketing campaigns.
• Create and manage targeted email marketing programmes, webinars, user groups, and other engagement activities tailored for school customers.
• Analyse campaign performance and customer data to continuously improve marketing activities and customer experience.
• Develop customer success stories and case studies that showcase the value of our products for schools.
• Manage key marketing platforms such as Hubspot and Gainsight to support segmentation, campaign automation, and customer journey mapping.
• Collaborate with the broader marketing team to ensure consistent brand messaging and voice.

Customer Marketing Manager

People Operations

• Provide expert pension administration support to payroll officers.
• Ensure accurate processing, reporting, and compliance of LGPS and TPS.
• Process and verify pension data for starters, leavers, opt outs, opt ins, transfers, and retirements.
• Prepare and submit monthly and annual pension data returns to TPS and relevant LGPS funds.
• Reconcile contribution payments and resolve data or payment discrepancies.
• Maintain pension records and ensure all data is accurate and up-to-date in payroll and pensions portal.
• Support monitoring of contribution rates, pensionable pay, and compliance with auto enrolment legislation.
• Support the completion of audit and year-end reporting for education clients.
• Provide guidance to payroll officers and clients on pension scheme rules, data requirements and compliance issues.

Pension Officer

• Act as the central point of contact during high-priority incidents, managing the workflow between engineering, support, and product teams.
• Standardise the "path to resolution" to ensure no bottlenecks occur during cross-departmental handoffs.
• Conduct post-incident reviews to identify process gaps.
• Own the "Voice of Support" by establishing proactive and reactive communication channels for both internal staff and external clients.
• Draft technical advisories, status page updates, and internal briefings that translate complex technical issues into clear, simplified language.
• Coordinate seasonal outreach initiatives to mitigate support volume during peak academic periods by providing timely, instructional content and milestone-specific guidance to our user base.
• Analyse support volume and engineering trends to provide 2nd Line with data-backed recommendations for bug sprint planning.
• Identify knowledge gaps in support tickets to drive the content strategy for our new LMS, ensuring our educational material reduces future ticket volume.
• Maintain dashboards that track team health and operational efficiency.

Support Operations & Communications Lead

Customer Support

• Team Management: Line manage the Customer Support Advisors, providing daily guidance, conducting performance reviews, and identifying development opportunities.
• Helpdesk Oversight: Oversee all first-line support activities, ensuring ticket queues are managed effectively and SLAs are consistently met.
• Freshdesk Administration: Act as a key administrator for Freshdesk, creating automation rules, managing ticket templates, and optimising workflows to reduce manual overhead.
• KPI Management: Track, analyse, and report on team performance metrics (e.g., response times, resolution rates, and CSAT scores) to ensure high service standards.
• Process Improvement: Continuously review and streamline support processes to improve the customer experience and internal team efficiency.
• Escalation Support: Investigate and resolve complex or high-priority customer queries that require senior-level intervention or cross-departmental collaboration.
• Internal Upskilling: Ensure the support team is fully trained on new product features and internal systems to maintain a high "first-contact resolution" rate.
• Reporting: Provide regular insights to the Head of Customer Service regarding common customer pain points, system health, and team capacity.

Customer Service Team Leader

DevOps Engineer

• Work with Head of Platform and Head of SRE to identify improvements within the platform infrastructure and implement plans to address
• Work with the Platform teams to improve the maturity of all components within the system, including ensuring High Availability, and adequate testing and DR plans
• Contribute to improving our CI/CD pipelines and providing patterns of deployment
• Assist in incident response and resolution, and subsequent post-mortems and retrospectives
• Participate in tech-talks and team based learning to ensure knowledge is spread
• Document obsessively, relying on Playbooks/Runbooks and systems documentation to aid knowledge transfer

Senior DevOps Engineer

Developer Relations

• Define and guide the architecture of internal developer tools and services, specifically assessing, integrating, and maintaining AI-powered tools (e.g., agents, agentic environments, coding assistants, diagnostic tools), balancing trade-offs between speed of development, reliability, and maintainability to meet engineering efficiency goals.
• Own and evolve the organisation's agentic AI working practices across R&D — defining standard skills, instructions, agent configurations, and interaction patterns that enable every engineer to work effectively with AI tooling.
• Champion developer productivity by identifying and addressing pain points in the development lifecycle. Measure key internal metrics (e.g., build times, deployment cycle time) and drive continuous improvement in developer workflows and tooling.
• Drive automation initiatives, leveraging agentic AI and machine learning techniques, across the team to streamline developer onboarding, reduce cognitive load, and eliminate development environment toil.
• Define and uphold developer experience standards, promote clear documentation, and work with teams to ensure seamless adoption of new technologies and best practices.
• Lead technical estimation and feasibility assessments for DX initiatives, ensuring plans are realistic and aligned with team capacity.
• Mentor and coach engineers through constructive feedback, knowledge sharing, and motivation. Foster alignment and help the team galvanise around technical solutions and goals.
• Work closely with Product Managers, Engineering Managers, and other engineers to gather feedback, understand developer pain points, and align technical direction with product strategy.

Technical Lead – Developer Experience, DevEx

• Design, build, and maintain Arbor’s Internal Developer Platform (IDP), providing self-service tooling, consistent build pipelines, and standardised deployment workflows.
• Develop project scaffolding and templates that allow engineers to rapidly bootstrap new services with best practices built in.
• Integrate core engineering systems (CI/CD, observability, service catalogue, documentation) to provide a joined-up developer experience.
• Collaborate with the Platform Engineering and DevSecOps teams to ensure the IDP embeds security scanning, dependency management, and compliance controls by default.
• Embed AI-assisted tooling (e.g. Claude Code, Codex etc) into the developer workflow.
• Partner with the Head of Developer Productivity to define and measure AI efficiency metrics.
• Develop plugins, workflows, or integrations that help engineers use AI tools safely and effectively.
• Contribute to the continuous improvement of AI onboarding, training, and developer enablement.
• Consolidate and rationalise the engineering toolchain, ensuring consistency across teams.
• Build automations and command-line utilities to streamline repetitive development tasks.
• Maintain and improve shared build/test/deploy templates and scripts.
• Collaborate with teams to identify pain points in the development lifecycle and propose solutions.
• Collaborate with DevSecOps to build and maintain reusable secure coding templates, CI/CD guardrails, and compliance checks.
• Contribute to the collection and reporting of developer productivity data (e.g. build times, PR cycle times, deployment frequency).
• Support automation and observability for key developer metrics.
• Participate in post-implementation reviews to quantify the impact of new tooling or process changes.

Developer Experience Engineer – DevEx

Analytics Engineer

• Data Modelling & Transformation: Lead the development and maintenance of our dbt-enabled data models, transforming raw data into Silver and Gold layers within our Snowflake Medallion architecture.
• Product Delivery: Build and optimise the data structures that power our customer-facing BI products, ensuring high performance and accuracy for our external users.
• AI Integration: Architect and deliver high-quality data sets specifically designed to be consumed by both core applications, AI features and LLM-driven functionalities within the Arbor suite.
• AI-First Workflow: Embrace and pioneer the use of AI-assisted engineering tools to accelerate planning, architecting, and coding tasks, setting the standard for efficiency within the team.
• Collaboration: Work closely with Warehouse Data Engineers to ensure upstream data quality.
• Domain Exploration: Partner with Product Managers and domain experts to translate business requirements into technical schemas, bridging the product teams into the data function.
• Data Integrity: Support the wider data team in maintaining rigorous data quality and observability standards, utilising Datadog and dbt tests to ensure one version of the truth.
• Mentorship & Best Practice: Act as a Senior pillar for the analytics engineering community, performing code reviews and championing best practices.

Senior Analytics Engineer

Manager

• Hands-on Technical Leadership: You lead from the front by remaining deeply hands-on with the codebase, tackling the most complex technical challenges while establishing the high standards and best practices the team follows.
• Architectural Integrity: Own the team-level architecture, ensuring solutions are scalable, maintainable, and align with global engineering standards.
• Practical AI Application: Maintain a strong understanding of how AI tools and workflows can be applied to improve efficiency. While AI expertise is a bonus, you are expected to guide the team in practical AI adoption where it adds clear value.
• Mentorship & Coaching: Provide direct line management to a team of engineers. You focus on their professional growth, helping them navigate technical hurdles and career milestones.
• High-Performance Culture: Foster a high-trust, accountable environment. You conduct regular 1-on-1s, update Skills Matrices, and identify high-potential talent within your team.
• Recruitment: Lead technical interviews to identify and attract top-tier engineering talent that complements the team’s needs.
• Roadmap Execution: Work closely with Product Managers to translate high-level product roadmaps at the Portfolio level into actionable technical plans.
• Continuous Improvement: Proactively use data to continuously improve ways of working and quality, identifying bottlenecks in delivery and implementing technical or process-based solutions.
• Resource Optimization: Manage capacity and technical resourcing to ensure the team is equipped to meet delivery commitments without compromising code health

Technical Manager

Full-stack Engineer

• Design and deliver scalable features across the stack
• Own code from development through to deployment
• Continuously improve system performance and reliability
• Work across a Node-based stack on both front and back end projects
• Participate in Agile environment, involved in full lifecycle from architecture decisions to deployment and optimisation