Senior Operational Quality Specialist

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 June 2022, we announced a $220 million Series D funding round co-led by StepStone Group, Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn, the round makes us the UK’s first EdTech 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.

As a Senior Operational Quality Specialist, you serve as the definitive process
owner for a critical domain of the business, such as risk, engagement, transitions
or completion. You move beyond the execution of day-to-day tasks to take
responsibility for the end-to-end integrity, health, and scalability of our most
complex operational workflows.
In this role, you act as a driver rather than a passenger. You do not just identify
gaps; you own the solution, the accountability, and the long-term roadmap for your
domain. You serve as a trusted thought partner to senior leaders and internal
Product teams and translate high-level business strategy into robust, scalable
systems that ensure consistent learner outcomes. You are a subject matter expert
who solves ambiguous problems without clear precedent, ensuring our operations
evolve from early development to established stability.

Core mandates

• Process ownership and strategy: You codify processes and define the single
source of truth to ensure every workflow is documented, current, and scalable.

• Quality assurance and adoption: You drive adoption by establishing clear
metrics and conducting hands-on quality reviews to ensure tools deliver
genuine value.

• Operational resilience and risk management: You identify single points of
failure and build resilience through cross-training and auditing backend
processes to protect institutional knowledge.

• AI and innovation: You leverage AI and work with AI product teams to remove
manual steps and backend admin, ensuring our human talent focuses on
high-value work.

Key responsibilities

• Own the domain health: You manage the health of your domain across key
pillars including process, source of truth, and stakeholder engagement.

• Drive decision making in ambiguity: You analyse complex problems and make
bold, evidence-based recommendations to Senior Managers to balance
short-term fixes with strategic benefits.

• Stakeholder partnership: You influence the roadmap and facilitate difficult
conversations to build trust through clear, crisp communication with functional
leads.

• Data-driven accountability: You own the metrics for your process, ensuring
data hygiene and building dashboards that enable functional teams to make
decisions.

• Force multiplier: You mentor peers and share specialised knowledge to elevate
the collective capability of the team and break down silos.

Success metrics

• Operational maturity: You demonstrate sustained movement of your domain
pillars from at-risk to healthy.

• Adoption and compliance: You achieve high adherence to standard operating
procedures across user groups, evidenced by auditable data rather than
anecdotal feedback.

• Stakeholder trust: You clarify ambiguity and deliver reliable solutions, through
close collaboration with stakeholders

• Resilience: You eliminate single points of failure within your domain through
comprehensive documentation and peer cross-training.

About you
Essential

• Experience: You have 36 years in operations, process improvement, or
quality assurance, ideally within a scaling or education environment.

• Process ownership: You shift effortlessly from owning the end-to-end lifecycle
of a process to reviewing the tools we use to implement them, ensuring it lands
and sticks with the end user.

• Data fluency: You are comfortable working with complex data sets to identify
trends and can confidently scope dashboard requirements for data teams.

• Courageous communication: You can deliver factual, non-judgmental updates
on critical issues to senior leadership.

• Strategic prioritisation: You can discern large strategic blockers from small
administrative tasks, ruthlessly prioritising high-impact work over low-value
noise.

• Stakeholder mapping: You have experience mapping key stakeholders and can
autonomously manage those stakeholder relationships.

• Knowledge management: You have experience generating SOPs, updating
documentation and can create informative, instructive and engaging content to drive adoption of those processes.

Desirable

• Sector knowledge: You have an understanding of apprenticeship funding rules
or similar regulatory frameworks that underpin our operations.

• Change management: You have experience migrating knowledge bases and
managing the cultural shift required for new tool adoption.

• User-centric design: You can design workflows that empathy-map the user
journey, ensuring processes reduce rather than add to the cognitive load of
users.

Technical requirements and capabilities

• Data visualisation and SQL: You have proficiency in reading and writing SQL to
query data directly and experience building actionable dashboards in tools like
Metabase to surface insights for our Delivery teams.

• AI and prompt engineering: You demonstrate the ability to use LLMs like
Gemini to analyse unstructured data and generate senior-level reports or
content.

• Knowledge management: You have expertise in structuring and maintaining a
source of truth in platforms like Guru or Coda, ensuring discoverability and
accuracy.

• Low-code automation: You are competent in using tools like Zapier or Make to
visualise and connect disparate systems and automate manual workflows
without heavy engineering lift.

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.