Senior Manager, Coach Quality and Success

Multiverse is the upskilling platform for AI and Tech adoption.We have partnered with 1,500+ companies in the US & UK to deliver a new kind of learning that's transforming today’s 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 they’ve 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 UK’s first EdTech unicorn.But we aren’t stopping there. With a strong operational footprint and 800+ employees globally, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output. Join Multiverse and power our mission to provide equitable access to economic opportunity, for everyone.The OpportunityThe quality of our coaching is one of the most important factors in our apprentices' success. As the Senior Manager for Coach Quality & Success, you will join the Coach Quality and Impact team, leading the core functions that define what quality means to us, and develops the content, tools and systems that enable our delivery team to reach and exceed those standards, regardless of coaching specialism or programme.We are looking for a hands-on leader with expertise in quality assurance and professional development. Your role is to lead an expert sub-team responsible for two critical pillars: evolving and scaling our quality framework (COMPASS) and delivering the coach and instructor development strategy that enables it. Together with your team, you will ensure our standards are both high and clear for our diverse range of learner-facing specialists, and that they are expertly trained to meet them in a way that elevates our coaching provision and provides development opportunities for our delivery front-liners.Reporting to the Head of Coach Quality and Impact, you will work collaboratively within our Centres of Excellence division and with other members of Delivery Operations, while managing a high-performing team to define and execute the strategies that help us realise our quality goals and raise the bar on what excellence means at Multiverse. This is a crucial role that requires a hands-on and strategic approach to evolving the coaching standards, systems and coach development programmes that underpin consistent, high quality delivery.What You'll DoYou will provide leadership and direction across two key functional areas:1. Coach Quality and ConsistencyLead the team responsible for the continuous evolution of COMPASS, our global quality assurance framework, ensuring it remains rigorous and relevant for all specialist coach and instructor roles.Oversee the evolution and execution of a comprehensive observation plan that measures performance against the framework, assuring its efficacy and driving consistency.Ensure our observation plan is scalable and consistent, leveraging the latest technology where relevant.Develop clear and scalable standards that enable our diverse population of specialist coaches to provide consistent, high quality learning experiences to our growing population of learners.Partner with Operations, Governance, and AI teams to ensure the quality assurance process is implemented efficiently, meets all regulatory requirements (like Ofsted), and is supported by effective tooling.2. Coach Development StrategyLead the team that defines and delivers the comprehensive coach development strategy, directly enabling our coaches to excel against the COMPASS framework.Ensure development initiatives are targeted and effective, covering our diverse delivery formats (1-1, group sessions, etc.), specialist roles, and the broader principles of coaching excellence at Multiverse.Manage the evolution and delivery of a coach development strategy designed to equip our front-line coaches with the precise skills, standards, and behaviours for their specific roles, enabling consistent excellence in all apprentice learning experiences."In addition, you will:Lead and Develop Your Team: Manage and mentor a high-performing team of specialists, fostering a culture of excellence and providing clear direction on individual strategies.Drive Operational Excellence: Implement and refine processes for tracking and reporting on quality and development metrics, using data to demonstrate impact and inform continuous improvement.What You'll BringA Track Record in Scaled Operations: You have 7+ years of experience in quality assurance, L&D, or operational leadership, with a proven ability to implement frameworks and systems across large delivery or coaching teams.Dual Expertise: You possess strong subject matter expertise in both quality assurance/assessment systems and learning and development/enablement strategies for adult learners.Experience Managing Expert Teams: You have experience managing individual contributors or small, specialised teams, with a knack for guiding experts to define and execute distinct strategic workstreams.Implementation and Project Management Expertise: You excel at taking a strategic plan and turning it into a well-executed project, managing multiple workstreams simultaneously.A Collaborative, Tactical Mindset: You thrive on working with cross-functional teams to solve problems and improve processes, translating high-level goals into practical, effective solutions.Adaptability and Focus on Improvement: You are comfortable in a high-growth environment and have a passion for continuous improvement, always looking for ways to make processes more effective.BenefitsTime 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 yearHealth & 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 supportHybrid work offering - and the opportunity to take part in our work-from-anywhere schemeTeam fun - weekly socials, company wide events and office snacks!Our commitment to Diversity, Equity and InclusionWe’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.Right to WorkDo 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.SafeguardingAll 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.

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