Director, Coach Platform

The Opportunity Multiverse is evolving from a services‑led organisation into an AI‑first, platform‑led workforce transformation company. Our 200+ coaches and instructors are the heart of the Multiverse experience. To scale to $1bn+ in bookings, we need to stop our coaches from fighting our systems and empower them to focus on learner impact and value creation. Sidekick is our proprietary Retool‑based platform designed to eliminate the admin burden, information overload, and data fragmentation currently facing our coaching teams.

Today it is a collection of useful tools built through reactive heroics. We need a senior operator to turn it into a scalable, strategically sequenced internal product that becomes the single operational backbone for all coaching activity. This is not a traditional product management role. You will sit in Operations, reporting to the SVP of Operations, and lead a small team (2 FTEs, 3 contractors) in a low‑code environment where self‑service building is the operating model. The value you create will come from strategic clarity, stakeholder orchestration, and operational leverage — not from running sprints with a team of engineers.

The core problem to solve: the current team is executing well at the feature level but operating without a strategic layer. We need someone who can step above the day‑to‑day build, set a two‑quarter‑ahead roadmap, hold the team accountable to in‑quarter delivery, and spend the majority of their time managing up and across — aligning stakeholders across Product, Engineering, Delivery, and Data to ensure Sidekick’s trajectory is integrated with the broader company platform strategy.

What You Will Own

• Strategy and Roadmap: Define and own the 12‑month Sidekick roadmap, sequenced around business outcomes (reduced coach admin load, increased learner‑facing time, improved retention metrics) rather than feature requests. Set the strategic direction for Sidekick’s evolution from an admin‑reduction tool to a competitive differentiator supporting agentic upskilling and personalised delivery. Build and present the business case for team growth, resourcing decisions, and investment trade‑offs to senior leadership. Work two quarters ahead: while the team delivers against the current sprint, you are shaping the next phase, identifying dependencies, and clearing the path.
• Stakeholder Leadership: Serve as the primary interface between Sidekick and the rest of the organisation — particularly central Product and Engineering, Delivery leadership, Data & Insights, and Support & Enablement. Navigate the collaborative boundary between Sidekick (coach‑specific tooling, built in low‑code) and the core platform (customer and learner systems, built by central Engineering). Own this seam; do not let it become a gap. Translate operational needs into clear requirements and priorities that central teams can act on, and translate platform constraints back into pragmatic Sidekick decisions. Represent the coaching operations perspective in cross‑functional planning, ensuring Sidekick has the lead time, data access, and integration support it needs.
• Team Leverage and Accountability: Lead the existing team (2 FTEs, 3 contractors) with clear accountability structures, so that day‑to‑day feature development and operational support run without your constant involvement. Instil the operational disciplines the team needs — discovery processes, prioritisation frameworks, release hygiene — without turning a lean, agile squad into a bureaucracy. Create the conditions for the team to be self‑sufficient on execution, freeing you to focus on strategy, stakeholder alignment, and forward planning. Build evidence‑based cases for team expansion as the function scales and the business case warrants it.
• Adoption and Outcomes: Own the full build‑launch‑adoption cycle. Success is not features shipped; it is reduced cognitive load, increased learner‑facing time, and measurable coach sentiment improvement. Partner with Data & Insights to solve data fragmentation and “shadow ledger” issues, ensuring the backend supports reliable, high‑quality reporting. Drive adoption as a first‑class metric, working with Support and Enablement to ensure coaches actually use (and benefit from) what gets built.

About You

You are a senior operator with the strategic range to set direction and the pragmatism to get things done inside a fast‑moving, matrixed organisation. You have likely spent your career building operational capability inside complex, high‑growth businesses — not joining established teams, but standing up new functions, systems, or ways of working from a low base.

What we are looking for:

• 9+ years of experience in senior operational leadership roles, ideally spanning strategy, programme delivery, and platform/tooling ownership inside fast‑growing technology or services organisations.
• A track record of managing up and across — influencing senior stakeholders, aligning competing priorities across functions, and building coalitions to get complex things done.
• Experience owning or overseeing internal platforms, tools, or systems where you were accountable for adoption and business impact (not just delivery).
• Product management experience is a strong plus, but you do not need to be a career PM.
• Comfort with low‑code and AI‑assisted tooling. You do not need to build in Retool yourself, but you must understand the possibilities and constraints of low‑code ecosystems well enough to set direction, evaluate trade‑offs, and hold a technical team accountable.
• The ability to operate at two altitudes simultaneously: setting strategic direction for the next two quarters while ensuring the team delivers reliably against the current one.
• Strong judgement about when to systematise and when to stay lean. You know the difference between necessary process and premature bureaucracy.
• Excellent written and verbal communication. You can construct a clear business case, present to senior leadership, and influence without authority.

Bonus if you bring:

• Experience in education, training, or learning organisations, with direct exposure to coaching or instructional delivery models.
• A background in management consulting, BizOps, or operational strategy at a high‑growth scale‑up.
• Previous experience as a “Head of Internal Product,” “Director of Product Ops,” or similar hybrid operator‑product role.
• Familiarity with regulated workforce development markets and the challenge of productising compliance.
• Experience managing external contractors and converting scrappy teams into high‑performing, scalable functions.

Why This Role

This is a rare combination: the strategic scope of a senior operations leadership role, with the tangible, product‑like impact of building something coaches use every day. You will have direct line to the SVP of Operations, meaningful influence on how 200+ coaches experience their work, and the opportunity to shape a function from the ground up inside a company targeting significant revenue and profitability milestones in FY27.

What We Offer

• Competitive salary and share options.
• Bupa medical insurance and cashback plan.
• Gym membership through Wellhub.
• 24 days holiday plus 3 company shutdown days, 1 life event day, and 2 volunteer days.
• 10 days per year working from abroad.
• Salary sacrifice pension (5% employee, 4% employer).
• Workplace nursery benefit.
• MPowered Days (2 additional company‑wide days off).
• Life insurance through AIG.

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.

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.