Strategy & Operations Principal, Coach Quality & Impact

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.

The Opportunity

The Coach Quality & Impact team sits at the intersection of Delivery Operations, which directly engages with learners through our coaches, and our Learning & Tech Teams, which develop world-class learning products. The mission of our Coach Quality & Impact team is to provide the tools, training, and resources that empower our coaching team to deliver top-tier learning experiences.

As we continue to scale, we are seeking a Strategy & Operations Principal to drive strategy development and analysis which improves coach effectiveness. This is an opportunity to shape the future of coaching at Multiverse, ensuring we deliver exceptional adult learning experiences while building scalable systems for growth. This role is designed for an operational leader with a proven track record of driving strategic initiatives at scale. If you thrive in fast-moving, high-growth environments and excel at data-driven decision-making and operational excellence, we’d love to hear from you.

What You’ll Do:

• Develop and revise the model for optimising coach time and individual coach capacity to support learner outcomes

• Conduct A/B tests on scheduling patterns for various coaching formats to optimise for both efficiency and quality

• Build dashboards and tracking systems for analysing the optimal configurations for live sessions

• Deliver recommendations to the senior leadership team and drive implementation of best practices for coach and instructor activities

• Work across the Coach Quality and Impact team to elevate reporting standards and data quality

• Build ad hoc and ongoing reports and analysis to support improvement initiatives across the team

• Partner with the Performance Operations team to align on success metrics and data management

About You

• 6+ years of experience in strategic development, focused on driving quality assurance, process optimization, and scaling teams in a high-growth environment

• Prior experience in handling large, complex, high velocity data; familiar with common statistical and analytical techniques; willing to continue to learn/apply new techniques as required

• Adept technical/functional experience in Excel, BI tools, SQL, Tableau, Alteryx, and other self-serve data analysis and visualisation tools

• Proven track record of deriving insights from large data sources and presenting in a clear and concise narrative form

• High-level commitment to a quality work product and organisational ethics, integrity, and compliance

• Superior organisation, project management skills, and attention to detail

• Ability to work effectively in a fast paced, team environment

• Strong interpersonal skills and the ability to effectively communicate, both verbally and written

• Demonstrated decision making skills with a solutions-oriented approach

• Exceptional stakeholder management skills, with a track record of influencing change across all levels

• Data-driven problem solver, able to diagnose root causes, implement scalable solutions, and mobilize cross-functional efforts to continuously improve operations

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 work offering - with weekly 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.