Delivery Leader: Coaching & ROI for AI Apprenticeships

Multiverse; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

27 days holiday

Private medical Insurance

Hybrid work

Work-from-anywhere up to 10 days/year

Space to connect

Job summary

Multiverse, the upskilling platform for AI and Tech adoption, is seeking a Head of Coaches/Instructors to lead a pod of coaches, safeguard delivery quality for strategic partners, and drive ROI for employers. You will develop a high-performing, inclusive team and align coaching with client outcomes in a fast-paced environment.

You will partner with cross-functional teams, recruit and onboard as needed, and use data to improve performance and learning experiences.

Qualifications

• 5+ years of professional work experience, including 2+ years of people management in a fast-paced, customer-centric environment.
• Ability to connect coaching quality with client ROI and business retention.
• Track record of motivating teams and holding them accountable to KPIs/SLAs.
• Data-driven approach with comfort using dashboards to identify trends and drive decisions.
• Strong problem-solving skills and calm, proactive issue resolution with clients.
• Collaborative team player with transparent communication at all levels.

Responsibilities

• Manage a pod of Coaches/Instructors, overseeing performance, development, and engagement.
• Create an inclusive, psychologically safe team environment aligned with Multiverse values.
• Own team development and care for coaches as people, not just employees.
• Provide clarity by setting expectations, sharing the vision, and explaining the why.
• Set and track team goals aligned with delivery objectives and performance targets.
• Drive engagement through feedback, recognition, and development.
• Foster continuous improvement and coach the team to solve problems independently.
• Leverage observation and feedback to ensure high-quality apprentice experiences.
• Advise the team on People policies in a timely, empathetic manner.
• Conduct regular performance assessments and provide growth-focused feedback.
• Support recruiting, onboarding, and transitions of instructors as needed.
• Collaborate with stakeholders to ensure business and client success.
• Work with cross-functional partners to improve client, learner, and coach experience.
• Use AI tools daily to boost personal and team productivity.

Skills

People management

Data-driven decision making

Cross-functional collaboration

Strong communication

Problem solving

Tools

AI tools

Job description

Multiverse, the upskilling platform for AI and Tech adoption, is seeking a Head of Coaches/Instructors to lead a pod of coaches, safeguard delivery quality for strategic partners, and drive ROI for employers. You will develop a high-performing, inclusive team and align coaching with client outcomes in a fast-paced environment.

You will partner with cross-functional teams, recruit and onboard as needed, and use data to improve performance and learning experiences.