Delivery Manager - Operations

Multiverse; Greater London; Hybride; GBP 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

27 days holiday

Private medical Insurance

Hybrid work

Work-from-anywhere up to 10 days/year

Space to connect

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

People management

Data-driven decision making

Cross-functional collaboration

Strong communication

Problem solving

Outils

AI tools

Description du poste

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce.

Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.

In April 2026, we announced $70 million in strategic funding, led by Schroders Capital, with participation from StepStone Group, Lightspeed Venture Partners and General Catalyst. At an increased valuation of $2.1bn, the round makes us Europe’s first EdTech double unicorn.

But we aren’t stopping there. With a strong operational footprint and 800+ employees, 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 equip the workforce to win in the AI era.

The Opportunity

We are looking for an exceptional people leader with a strong commercial mindset and a passion for the end-user experience. You will inspire, develop, and manage a team of Coaches/Instructors.

In this role, you aren't just managing metrics; you are safeguarding the quality of delivery for our most critical partners. You will build a culture of high performance where your coaches are empowered to drive outstanding outcomes, ensuring that apprentices at world-leading organisations successfully complete their programmes and deliver ROI back to their employers.

What You'll Do

• Manage a pod of Coaches/Instructors, taking full ownership of their performance, development, and engagement in a fast paced environment.
• Create an inclusive and psychologically safe team environment, fostering a culture aligned with Multiverse values, where coaches feel supported to handle the complexities of major clients.
• Take full responsibility of your team’s development and care deeply about them as people, not just employees.
• Provide clarity for your team by setting clear expectations, communicating a compelling vision, and explaining the why behind everything we ask them to do.
• Set clear team goals that align with broader Delivery goals, ensuring your team achieves all performance targets.
• Drive the engagement of your team through communication, feedback, recognition and development.
• Promote a culture of continuous improvement, coaching your team to surface and solve problems themselves.
• Leverage the power of observation & feedback, to drive performance & development and ensure instructors provide a quality Apprentice experience leading to timely programme completion.
• Empathetically advise your team on our People policies, accurately and in a timely manner.
• Conduct regular performance assessments in line with Multiverse’s semi-annual performance process, setting goals, and providing constructive feedback to drive growth and maintain our high bar.
• Building a high-performing team including supporting in the recruiting, onboarding or reskilling process as needed, as well as supporting the transition of instructors moving from other programs.
• Collaborate with key business stakeholders and cross-functional teams to ensure overall business success.
• Collaborate with cross functional partners to drive initiatives related to client, learner & coach experience.
• Use AI tools daily to improve ways of working and enhance both personal and team productivity

About You

• 5+ years of professional work experience, including 2+ years of people management experience managing teams (5+ reports) in a fast-paced, customer-centric environment.
• You understand the link between educational delivery and business retention. You are comfortable discussing how coaching quality impacts client ROI.
• You have a track record of motivating a team and holding them accountable to key metrics (KPIs/SLAs). You do this through hands‑on people management, strong written and verbal communication and proactive data review.
• You are results-oriented with a data-driven approach. You are comfortable diving into dashboards to identify trends (e.g., a dip in off-the-job training hours) and intervening before they become issues. You’re comfortable using data to drive decision making and hold people accountable and achieve outstanding results.
• You embody strong problem-solving skills. When a Strategic & Large Enterprise client has a concern, you don't panic—you investigate, communicate, and resolve.
• You are a team player who collaborates well with peers, your manager, and cross-functional partners. You are transparent about challenges and proactively reflect on how to improve the team. You’re transparent about successes and challenges - always looking for learnings and ways to improve processes. You proactively reflect with your manager and you seek input and feedback on proposals and decisions to ensure they are in service to our quarterly goals.
• You have excellent verbal and written communication skills, able to code-switch effectively between internal coaching conversations and external client-facing correspondence and are able to work effectively with people at all levels.
• You treat everyone in your team equitably, ensuring all team members feel a sense of belonging and value.
• You own your own development and role model best practice in everything you do.

Benefits

• Time 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 year
• Health & 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 support
• Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month
• Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year
• Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked!

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.

Our Commitment to Safeguarding

Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy, our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS).

For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings.

Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.