Facilitation Manager

This is a remote position.

The Facilitation Manager will be responsible for owning the delivery of the learning experience ensuring that every learner interaction is engaging applied and impactful at the highest standard. This role acts as the driver of the human learning experience translating learning design into meaningful real-world engagement that enables learners to Think Apply and Grow.

As a key member of the Experience team the role operates across three integrated pillars: Facilitation Learning Solutions and Academic Operations driving alignment integration and excellence across the full learning journey. The position plays a critical role in ensuring these functions operate as one unified system co-owned and not siloed with shared accountability for learner outcomes participation and overall experience impact.

This role requires a tech-savvy energetic leader with a strong interest in human-centred future-focused education who is able to translate learning solutions into high-quality delivery drive facilitator capability and leverage data to continuously improve learner engagement and outcomes. The successful incumbent will bring momentum adaptability and a proactive approach beyond a traditional 9-to-5 mindset.

With ambitious international growth plans this role offers significant opportunity for progression and the ability to scale impact alongside the organisation contributing directly to MasterStarts mission of delivering workplace-applied human-centred and scalable learning experiences.

Key Responsibilities
The responsibilities outlined below are indicative of the role and may evolve in accordance with business needs.

1. Facilitation Delivery & Learner Experience

• Own the end-to-end delivery of the learning experience across all programmes ensuring that facilitation is consistently engaging structured and outcome-driven
  
• Ensure all learning interactions align to the Think Apply Grow model with a strong emphasis on real-world application and meaningful learner engagement
  
• Maintain consistent delivery standards across facilitators programmes and delivery formats ensuring a high-quality and unified learner experience
  
• Monitor facilitation quality across sessions identifying risks early and intervening where necessary to maintain delivery excellence
  
• Drive a human-centred approach to learning ensuring learners feel supported challenged and engaged throughout their journey
  

2. Facilitator & Industry Expert Capability Development

• Lead the recruitment onboarding and ongoing management of facilitators coaches and Industry Experts ensuring alignment to MasterStart standards
  
• Build and maintain a high-performing facilitator network capable of delivering consistent high-quality learning experiences
  
• Drive continuous capability development through structured coaching feedback training sessions and performance support
  
• Conduct regular performance evaluations identifying development areas and implementing targeted improvement plans
  
• Ensure facilitators are confident well-prepared and equipped to deliver engaging impactful and learner-centric sessions
  

3. Facilitation Framework Standards & Playbooks

• Design implement and continuously refine the Facilitation Framework to ensure consistency and excellence across all programmes
  
• Develop and maintain facilitator guides playbooks and delivery standards that support scalable and repeatable high-quality facilitation
  
• Standardise delivery approaches while allowing flexibility to adapt to different learning contexts and programme requirements
  
• Continuously evolve facilitation practices based on learner feedback engagement data and emerging industry trends
  
• Ensure strong alignment between facilitation learning design and academic standards
  

4. Learner Engagement Participation & NPS

• Drive learner participation and engagement across all programmes ensuring active involvement in learning activities and sessions
  
• Monitor and improve key learner experience metrics including NPS satisfaction scores and participation levels
  
• Identify engagement gaps drop-off points and learner risks implementing targeted interventions to improve outcomes
  
• Work closely with Learning Success Coordinators to strengthen learner communication support and engagement strategies
  
• Ensure that engagement initiatives directly contribute to learner success completion rates and overall experience quality
  

5. Technology Adoption & Delivery Enablement

• Ensure facilitators effectively utilise learning platforms virtual classrooms and engagement tools to enhance the delivery experience
  
• Drive adoption of new technologies and tools that improve learner interaction engagement and delivery quality
  
• Provide guidance and support to facilitators on the effective use of digital tools and platforms
  
• Stay up to date with emerging technologies and trends in facilitation integrating relevant innovations into the delivery model
  
• Ensure technology is used to enhance rather than replace the human aspect of the learning experience
  

6. Data-Led Delivery & Continuous Improvement

• Analyse learner data feedback and session performance metrics to identify trends risks and improvement opportunities
  
• Monitor facilitation effectiveness and overall delivery performance implementing continuous improvement initiatives where required
  
• Use insights to refine facilitation approaches engagement strategies and delivery models
  
• Share relevant insights with Learning Solutions and Academic Operations to support broader experience improvements
  
• Ensure that all facilitation-related decisions are informed by data feedback and measurable outcomes
  

7. Operational Delivery & Facilitation Readiness

• Ensure all programmes are fully facilitation-ready including facilitator allocation session preparation and resource availability
  
• Oversee facilitation workflows and delivery processes to ensure efficiency consistency and reliability
  
• Support programme pilots onboarding processes and rollout readiness for new courses and initiatives
  
• Manage facilitation-related administration communication and coordination across stakeholders
  
• Identify operational inefficiencies and implement improvements to support scalable delivery
  

8. Business Partnership & Cross-Functional Alignment

• Collaborate closely with Learning Solutions to ensure learning design is effectively translated into delivery
  
• Partner with Academic Operations to ensure facilitation aligns with academic standards and governance requirements
  
• Engage with Sales Marketing and other business units to ensure delivery meets client and organisational expectations
  
• Support enterprise and customised solution delivery by providing input on facilitation feasibility and approach
  
• Ensure alignment between design delivery and learner experience across the business
  

9. Integrated Experience Partnership

• Operate as part of the unified Experience Team across Academics Learning Solutions and Facilitation
  
• Ensure strong alignment and collaboration across the three pillars to deliver a seamless learner experience
  
• Contribute to shared ownership of learner outcomes experience metrics and overall programme success
  
• Support a partnership-driven non-siloed operating model where responsibilities are clear but outcomes are co-owned
  
• Actively contribute to Experience team initiatives and continuous improvement efforts
  

10. Leadership Capability & Culture

• Lead and manage the facilitation function including internal teams and the broader facilitator network
  
• Build a high-performance accountable and learner-centric culture within the facilitation environment
  
• Drive continuous capability development engagement and performance improvement within the team
  
• Foster collaboration innovation and a strong sense of ownership across the function
  
• Develop future capability within the team to support growth scalability and evolving business needs
  

Requirements

Bachelors degree in Industrial Psychology Education Learning & Development or a related field

Minimum of 5 years experience in training and facilitation (online and in-person)

Minimum of 23 years experience managing teams or facilitator networks

Proven experience in:

• Course facilitation
  
• Facilitator development
  
• Learner engagement strategies
  

Strong understanding of:

• Digital learning environments
  
• Facilitation techniques
  
• Learner engagement models
  

Experience working with:

• LMS platforms
  
• Virtual classrooms
  
• Online engagement tools
  

Strong communication coaching and leadership skills

High attention to detail and strong organisational ability

Ability to operate in a fast-paced evolving environment

Preferred Qualifications and Experience

• Postgraduate qualification in Education Learning Design or L&D
  
• Experience in online blended or EdTech environments
  
• Exposure to facilitation frameworks and scalable delivery models
  
• Experience in enterprise or B2B learning environments
  
• Experience driving learner experience metrics (NPS engagement participation)
  
• Understanding of Higher Education or accreditation environments
  
• Experience in building and managing facilitator or coach networks
  

Core Competencies

• Deep understanding of human-centred learning and engagement
  

• Strong capability in translating learning design into impactful delivery
  

• Ability to build and develop high-performing facilitator networks
  

• Ensures efficient scalable and high-quality delivery
  

• Uses insights to improve engagement and performance
  

• Leverages tools and platforms to enhance facilitation
  

• Aligns facilitation with broader business and experience goals
  

• Thrives in fast-paced evolving environments