Senior Manager, Operations (12-Month FTC) in London

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.

Role Overview: Multiverse is on a mission to build a "generational" European company by productising regulation and equipping the workforce for the AI era. As the Head of Certification Operations, you will lead the engine room that transforms learner achievement into accredited success. This isn’t a "business as usual" cover; you are joining at a literal turning point. Reporting to the Director of User Services, you will own the operational integrity of our certifications during a massive shift in UK apprenticeship regulations and a high-stakes tender process for our primary assessment providers.

Your mission is to maintain our gold standard—99% timely completion of End Point Assessments (EPA)—while leading your team through a transition from manual, friction-heavy processes to a scalable, AI-first operation. You will be the architect of "what comes next" after our major provider tender, designing and executing the integration strategy that ensures our unit costs decrease as our learner volume scales.

You will lead a high-performing team, acting as a "senior voice" in the room with Finance, Legal, and Product. You are a change manager at heart: someone who can look at a legacy workflow, see the AI-driven future, and coach a team to bridge that gap. Whether you are navigating the ambiguity of new Office for Students (OfS) requirements or upskilling your team to handle complex "automation outliers," your leadership will directly impact Multiverse’s path to FY27 profitability.

This role requires a rare blend of "roll-up-your-sleeves" operational grit and high-level strategic foresight. This is a high-impact 12-month leadership role focused on guiding Certifications through provider change, regulatory reform, and operating model transformation. As team shape evolves later in the year, you will work closely with existing leadership to ensure continuity, clarity, and delivery against H2 priorities.

Primary Responsibilities:

• Post-Award Integration & Strategy: Lead the operational rollout and integration of new Assessment Organisations (AOs) following our 2026 tender. You will own the "Day 2" success, ensuring seamless data handshakes and process alignment with new partners.
• Regulatory Transformation: Partner with the Director to operationalise "Assessment Reform." You will translate shifting UK regulations into agile internal workflows, ensuring we remain compliant while increasing delivery speed.
• External Stakeholder and Regulatory Management: Own and maintain strategic relationships with Awarding Organisations (AOs) and regulatory organisations, acting as the central liaison between external bodies and internal learning teams to ensure MV is well represented in discussions around standards, requirements, and programme delivery.
• AI-First Change Management: Act as the primary champion for the automation of the certification journey. You will bridge the gap between what the "AI-agent" handles and where your team must provide high-value human intervention.
• Team Upskilling & Performance: Lead and develop a sub team that supports a wider 400+ person operations team. You are responsible for upskilling staff to handle "outlier" cases where automation isn’t yet live, ensuring no learner is left behind by technical friction.
• Cross-Functional Leadership: Serve as the "Senior Voice" for Certifications in QBRs and strategic planning sessions, aligning your team’s output with Product, Engineering, and Finance goals.
• Operational Excellence: Maintain and exceed current KPIs, including the 99% EPA completion rate, while managing the migration of legacy data (e.g., from PandaDoc/Tableau) into our next-gen internal platforms.

About You (Qualifications):

• Strategic Operator: 7+ years of experience in high-growth operations (Fintech, EdTech, or RegTech), with at least 3 years managing managers in a complex, scaling environment.
• AI Acumen: You don’t just use ChatGPT; you have a track record of redesigning workflows around AI and automation to drive measurable efficiency gains.
• Change Architect: Proven experience leading a team through a major vendor migration or a significant regulatory pivot without a dip in service quality.
• Grit & Ambiguity: You thrive in "Stage 2" environments where the playbook is being rewritten. You are comfortable rolling up your sleeves to solve a data bottleneck one hour and presenting a 12-month strategy the next.
• Data-Obsessed: You move beyond "Red/Amber/Green" reporting to find the "Why" in the data, using insights to tell Product teams exactly where the friction lies.
• Regulatory Native: Deep experience (or the ability to rapidly master) the UK apprenticeship levy, EPAO landscapes, and regulated vocational training frameworks.
• Mission-Driven: A genuine passion for our mission to close the digital skills gap and a "will" to prove that regulation can be a competitive advantage, not a blocker.

Preferred Qualifications:

• Experience in the UK vocational training or "Academic Office" space (Certifications, Exams, or Registrar functions).
• Prior experience in a Chief of Staff or "Strategic Lead" role within an Operations function.
• Experience with Tableau, Salesforce, or building custom operational dashboards.
• A track record of successful partnership with "Product/Engineering" squads to build internal tools.

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.