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Multiverse is Europe's first EdTech double unicorn, recently raising $70M in strategic funding at a $2.1B valuation. The company partners with 1,500+ organizations to deliver AI and tech upskilling apprenticeships, with learners driving $2B+ ROI for employers.
You will lead the Coach & Instructor Enablement team, a function designed to make the delivery organization measurably better at retaining learners and delivering successful outcomes consistently and at scale. You'll manage a team of six specialists supporting hundreds of coaches and instructors across all learner programs.
Your role spans four capability pillars: (1) Delivery Fundamentals—setting standards for coaching and instruction quality, QA, and calibration; (2) Operational & Regulatory Change—ensuring coaches and instructors have processes, tooling, and regulatory knowledge before changes reach learners; (3) Technical Skills & Programme Requirements—keeping coaches current and designated on technical content; (4) Timely Assessment & Achievement—shared ownership for learner outcomes; and (5) Enablement Operations & Systems—the infrastructure supporting all four pillars.
Key responsibilities include defining direction and delivering results across the enablement roadmap, building operations SMEs' skills while ensuring enablement reaches the right people on time, prioritizing and re-prioritizing work based on delivery data and business needs, partnering cross-functionally with Learning, Operations, Quality, and Delivery teams, closing feedback loops with Delivery Leadership on performance trends, and leading and developing your six specialists through regular 1:1s and clear individual measures.
This is a role for a strong operator who excels at influencing and collaborating across complex teams. You'll need a proven track record of getting work done across teams with clear asks, embedding shared measures of success, and creating environments with no ambiguity about ownership. Priorities will shift as delivery data moves, and part of the job is deciding what starts, stops, and must not slip.
Multiverse offers hybrid work (three days per week in office for most roles), 27 days holiday plus 5 additional days off, private medical insurance, gym membership, mental health support, and a work-from-anywhere scheme (up to 10 days per year).
REQUIREMENTS:
- Proven track record balancing cross-functional relationships and priorities while delivering impact in fast-paced, high-volume environments
- Demonstrable operator: taken loosely defined initiatives and made them run with clear owners, measures, cadence, and reporting; comfortable in detail and finishing things
- Fluent cross-functionally: delivered outcomes dependent on teams you did not manage; can explain exactly how
- Comfortable in ambiguity and shifting priorities; decide on incomplete information, name accepted risks, and change course without losing momentum or team confidence
- Data-led: use performance data to decide where to intervene and hold others accountable
- AI-native operator: build cadences using AI for collating and chasing so processes scale without proportional headcount growth
- Experience in enablement, L&D, capability building, delivery operations, or quality in at-scale frontline organizations
- Strong advantage: apprenticeships, regulated education, or other regulated delivery environment experience; ability to hold quality, compliance, and pace simultaneously
- Excellent written and verbal communication; can write actionable one-pagers for senior leaders and run calibration sessions coaches find useful
