We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The Opportunity

The Coach Quality & Operations team sits at the intersection of Delivery Operations, which directly engages with learners through our coaches, and our Learning & Tech Teams, which develop world-class learning products. The mission of our Coach Quality & Operations team is to provide the tools, training, and resources that empower our coaching team to deliver top-tier learning experiences.

As we continue to scale, we are seeking a Director of Operational Excellence to lead the Coach Quality & Operations team. This is an opportunity to shape the future of coaching at Multiverse, ensuring we deliver exceptional adult learning experiences while building scalable systems for growth. This role is designed for an operational leader with a proven track record in streamlining quality assurance, scaling at pace, and driving operational efficiency. If you thrive in fast-moving, high-growth environments and excel at operational excellence, we’d love to hear from you.

What You’ll Do:

• Lead and scale Coach Quality & Operations, driving operational efficiency and ensuring that coaching frameworks, resources, processes, and quality standards support Multiverse's rapid growth and excellence in coaching and instruction.

• Establish and enforce best-in-class quality assurance, including robust evaluation, feedback, and continuous improvement, while managing centres of excellence for standardization and policy enforcement.

• Manage and enhance Domain Quality, overseeing product and SKU level health, and supporting new product launches and key customer customizations.

• Ensure operational scalability, optimizing processes, resource planning, and technology integration, while overseeing the development, training, onboarding, and upskilling of coaches.

• Build and lead a high-performing, diverse, and inclusive team, fostering a culture of innovation and continuous learning with clear expectations and mentorship.

• Drive operational excellence through problem-solving and continuous improvement, leveraging data-driven insights to refine coaching, streamline processes, improve outcomes, and implement best practices for ongoing enhancement.

• Facilitate cross-functional collaboration to embed coaching quality into Multiverse’s strategy, working with Delivery Operations, Learning & Tech, and leaders across the business to incorporate feedback and align with goals.

• Oversee change management processes in collaboration with product and operations, ensuring clear communication, measuring KPIs related to adoption and feedback.

• Showcase the expertise and insights of our coaches through strategic brand initiatives, enhancing their visibility and influence.

• Advocate for internal systems and tools that support coach effectiveness, acting as a key liaison with the product development team.

About You

• 8+ years of experience in operational leadership, driving quality assurance, process optimization, and scaling teams in a high-growth environment.

• A strong background in coaching, learning & development, or education operations, with expertise in adult learning and professional coaching best practices. (Preferred but not required)

• Experience successfully driving strategic operational improvement initiatives within a matrix organization.

• Proven ability to lead complex, cross-functional projects, aligning quality metrics with business objectives while managing multiple priorities.

• Exceptional leadership and stakeholder management skills, with a track record of building and developing high-performing teams and influencing senior decision-makers.

• Data-driven problem solver, able to diagnose root causes, implement scalable solutions, and mobilizing cross-functional efforts to continuously improve operations.

• Experience scaling teams and processes, ensuring sustainable growth through effective training, onboarding, and quality assurance systems.

How We Hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Hybrid work offering - with weekly visits to the London office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

Our Commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.