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Director, Delivery Operations
at WhiteHat

go back to Manager Jobs
  • London
  • fulltime


WhiteHat is a tech startup founded to address the lack of high-quality, career-focused apprenticeships on offer for ambitious young people and to provide employers with the means to attract the best non-graduate talent. Our mission is to accelerate incredible careers and develop a diverse group of future leaders. Our apprenticeship programmes offer a genuine alternative to the university experience for the digital age.

The Director, Delivery Operations is responsible for the growth and development of the delivery operations team, which includes all our coaches and instructors. As the largest people operation within the WhiteHat business, this person will need strong leadership and management experience, including experience managing a rapidly scaling team.


Key responsibilities

  • Hiring manager for all coaches and delivery operations team members. Ensure the development of CPD programmes to support coach progression
  • Create consistency of high quality apprentice experience from point of onboarding, on programme delivery and through completion and beyond
  • Work with Internal recruitment team to develop ways to recruit and train coaches at scale. Develop pipeline of potential talent and ensure coach team has capacity to meet growing demand
  • Manage Coach Leads and support them to performance manage their growing teams and performance metrics. Build coach onboarding plans that ensure that expectations and delivery plans consistently deliver quality and consistency as we scale.
  • Support the management of coach case loads and the development of new delivery approaches that work at scale as we grow the business outside greater London. Test delivery methods which support coaches to scale and optimise delivery (online, blended, flipped classroom) whilst ensuring apprentice experience and quality remain a focus.
  • Work with the Programme Strategy & Operations Manager to ensure the smooth roll out of cohort launches, especially for existing employee programmes.
  • Work closely with the compliance, learning & progress and curriculum leads to ensure processes are being followed correctly and that data required for funding and learning evidence is being properly collected and codified.
  • Work closely with coach leads to regularly solicit, review and implement feedback from our apprentices to improve WhiteHat’s offering
  • Focus on streamlining and scaling processes and systems in apprenticeship delivery to handle large volumes whilst maintaining quality.


  • Strong people manager with proven experience hiring at scale and managing rapidly expanding people organisations. Experience managing remote or distributed teams would be ideal. People leadership is a critical part of this role.
  • Deep operational expertise. You have experience streamlining and scaling processes. You are an expert problem solver and enjoy finding solutions to complex challenges. And you do so with a smile on your face.
  • Strong work ethic and a demonstrated ability to consistently exceed performance metrics
  • Charismatic and inspirational leader who can motivate large teams
  • You have a data driven approach and are comfortable using data to drive decision making and hold people accountable for results
  • Strong communication skills are essential in this role as the coach team interacts with all parts of the business so you will need to work closely with other team leads to ensure there are no communication and coordination cracks.
  • An education background would be ideal to build credibility with coaches but is not a requirement


Our social mission is at the heart of our business so if doing good is as important as building a commercial business to you, you will find WhiteHat incredibly rewarding. In addition we offer:

  • Competitive salary and a generous bonus scheme
  • 27 days holiday a year + bank holidays
  • Perkbox benefits

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