Director of Operational Excellence
Director of Operational Excellence
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Job Description
Multiverse is the upskilling platform for AI and Tech adoption.
We have partnered with 1500 companies in the US & UK to deliver a new kind of learning thats transforming todays workforce.
Multiverse apprenticeships are designed for people of any age and career stage and focus on building critical AI data and tech skills. Multiverse learners have driven $2bn ROI for their employers using the skills theyve learned to improve productivity and measurable performance.
In June 2022 Multiverse announced a $220 million Series D funding round co-led by StepStone Group Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn the round makes the company the UKs first EdTech unicorn.
But we arent stopping there. With a strong operational footprint and 800 employees globally we have ambitious plans to continue scaling. Were building a world where tech skills unlock peoples potential and output. Join Multiverse and power our mission to provide equitable access to economic opportunity for everyone.
The Opportunity
The Coach Quality & Operations team at Multiverse is uniquely positioned at the intersection of Delivery Operationswhich directly engages with learners through our coachesand our Learning & Tech teams which develop world-class learning products. Our mission is to equip our coaching teams with the tools training and resources they need to deliver best-in-class learning experiences at scale.
As we continue to scale rapidly we are seeking a Director of Operational Excellence to lead and expand the impact of the Coach Quality & Operations function. In this highly visible strategic role you will shape the future of coaching at Multiverse building scalable systems for operational growth while ensuring we deliver exceptional learning experiences to our customers. You will oversee multiple teams and subject matter experts across quality training operations and domain excellenceempowering them to drive results at scale. The ideal candidate is a senior operational leader with a proven track record in driving large-scale transformation elevating quality standards and leading cross-functional initiatives across complex organizations.
If you excel at developing high-performing teams thrive in fast-paced high-growth environments and are passionate about operational excellence wed love to hear from you.
What Youll Do:
Lead and Scale Multi-Disciplinary Teams: Oversee and expand Coach Quality & Operations setting vision and direction for a breadth of focus areas including coaching frameworks resources processes and quality standards to drive excellence and operational scalability across Multiverses rapidly growing business.
Drive Operational Excellence at Scale: Champion best-in-class quality assurance through robust evaluation feedback and continuous improvement systems. Manage centres of excellence to ensure the standardization and enforcement of policies and processes across the organization.
Oversee Domain Quality: Directly manage the health and quality of learning products and SKUs including new product launches and bespoke customer solutions ensuring operational readiness and high-quality execution.
Ensure Scalability and Innovation: Optimize and future-proof operational processes resource planning and technology integration. Oversee the design and delivery of training onboarding and upskilling for coaches at all levels ensuring sustainable growth and operational resilience.
Lead High-Performing Expert Teams: Recruit develop and mentor a diverse and inclusive team of leaders and subject matter experts fostering a high-performance culture of innovation accountability and continuous learning.
Champion Data-Driven Continuous Improvement: Leverage data insights and analytics to identify root causes streamline operations drive best practices and implement scalable solutions that enhance quality and learner outcomes.
Drive Strategic Cross-Functional Initiatives: Collaborate closely with Delivery Operations Learning & Tech and business leaders to align on strategy embed coaching quality into core initiatives and ensure goals are achieved across all functions.
Lead Change Management: Oversee large-scale change management efforts partnering with Product Operations and other teams to drive adoption ensure clear communication and measure success through KPIs and feedback.
Elevate Brand and Coach Expertise: Enhance the visibility and influence of our coaches and teams through targeted strategic initiatives establishing Multiverse as a leader in coaching excellence.
Advocate for Systems and Tools: Serve as a senior liaison with Product and Tech teams to champion the internal systems and tools that drive coach effectiveness and support business objectives.
About You
10 years of progressive operational leadership experience driving quality assurance process optimization and scaling high-performing teams in fast-paced high-growth or matrixed environments.
Deep expertise in coaching learning & development or education operations with a strong understanding of adult learning and professional coaching best practices. (Preferred but not required)
Demonstrated success leading and developing multi-disciplinary teams and subject matter experts building high-performance cultures and influencing at all levels including senior executives.
Exceptional cross-functional leadership able to align complex projects and diverse teams to shared objectives and navigate ambiguity across organizational boundaries.
Proven ability to drive large-scale strategic operational improvement initiatives that align quality metrics with business and learner outcomes.
Highly analytical data-driven problem solver who excels at diagnosing challenges designing scalable solutions and mobilizing resources to execute and continuously improve.
Experience leading operational scale-up process redesign and technology integration to support organizational growth and transformation.
Outstanding communication stakeholder management and change leadership skills with a record of building trust and alignment across diverse teams.
Benefits
Time off - 27 days holiday plus 5 additional days off: 1 life event day 2 volunteer days 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year
Health & Wellness- private medical Insurance with Bupa a medical cashback scheme life insurance gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support
Hybrid & remote 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
Were 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.
Right to Work
Do you have the right to work in the UK Unfortunately at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.
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.
Required Experience:
Director
Employment Type
Full-Time
