Senior Operational Quality Specialist

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 - Exp ... (truncated, view full listing at source)