Head of Coach Development and Operations

Job Description

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.

Our Coach Enablement team operates at the intersection of our Delivery Operations team (which engages directly with learners via our coaches) and our Learning and Tech Teams (which develop outstanding learning products). The purpose of the Coach Enablement team is to develop tools, training and resources to empower our team of coaches to deliver top-tier learning experiences.

As our Coach Enablement team grows, we are seeking an experienced individual to join the Coach Enablement leadership team. As Head of Coach Development and Operations, you and your team will be responsible for defining Multiverse’s brand as a professional service, delivering best in class adult learning to Multiverse coaches and ensuring continuous improvement and quality control of our coaching standards.

What You’ll Do:

• Build and grow the team (currently 5 direct reports with the likelihood of more) overseeing tasks such as:

• leading, iterating and improving the onboarding and training process for new coaches

  1. driving change management and platform adoption

  2. developing the Multiverse Coach Quality Framework along with creating on-demand content to enhance coaching skills.

  3. building a community of contingent coaches

• Define Multiverse's brand as a professional service through external benchmarking and data analysis, and lead the change management and training of the team to achieve this vision.

• Analyse proficiency on the Coach Quality Framework, which currently defines excellent coach quality, iterating and enhancing the framework to align with our evolving vision for coaching

• Collaborate closely with Learning and Tech teams to ensure our training curriculum for coaches aligns with their curriculum and learning methodologies.

• Finalise the team design, ensuring direct reports are engaged, challenged and delivering business impact

• Define and iterate performance KPIs for the Coach Enablement team, establishing cadences and mechanisms to monitor performance

• Foster an inclusive and positive team culture on the team and takes a general leadership role across the Coach Enablement team.

About You:

• 7+ years of relevant work experience and 3+ years of people management experience, leading mid to large-sized teams (5+ reports) in a scaling, customer-centric environment (e.g. Learner Operations, Enablement, Customer Success)

• Strong vision and experience in and vision for leading rigorous, engaging, scalable, tech-enabled adult learning strongly desired

• Strong analytical skills with the ability to leverage data for decision-making and continuous improvement.

• Strong change-management and project-management skills with an ability to keep many cross-functional workstreams moving forward at pace

• Extensive experience in influencing cross-functional technical and non-technical teams e.g. Learning, Product/Tech and Customer Success.

• Effective communication and leadership skills, with a demonstrated ability to inspire and motivate teams.

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 & remote work offering - with weekly or monthly 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.

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.