Head of Learning Experience and Operations

Head of Learning Experience and Operations Purpose of this Role

The Head of Learning Experience and Operations is responsible for the operational excellence, learner and client experience, performance monitoring and disciplined execution of all IMI programme provision. The role ensures that programmes designed within IMI's academic and portfolio framework are delivered seamlessly, experienced exceptionally, monitored rigorously and continuously improved through live performance data, risk management and systematic feedback. The role is central to ensuring that IMI's standards are consistently realised in practice across all provision. This role is about how programmes are run - taught, provided, experienced, measured and improved.

Profile

This role will suit a leader who combines exceptional operational discipline with strong, visible people leadership. You are as committed to building a high-performing, motivated team as you are to delivering flawless learning operations. You are deeply evidence-driven: you think, question and act through data, performance insight and observable practice rather than assumption. Quality, for you, is tangible, something to be measured, evidenced and continuously improved. You have a natural curiosity about how things are truly working and a determination to close every quality loop through action and producing evidence of this closure. You listen and learn from our participants and clients; you seek to deeply understand their needs, perspectives and the impact of our programmes for them. You focus on human centric systems and processes and their consistent implementation to constantly enhance the learning experience.

At the same time, you are a confident and motivating team leader who sets clear standards, creates clarity of expectation and builds a culture where professionalism, accountability and pride in delivery are the norm. You actively manage both team and individual performance - coaching, supporting and challenging people to operate at a consistently high level. You know how to align a team behind shared standards and help individuals understand how their work directly impacts learner and client experience.

You will bring a systems mindset, seeing learning operations as an interconnected ecosystem where delivery, experience, compliance, scheduling, communications and performance metrics must work together seamlessly. You are comfortable moving between the strategic intent of provision and the precision of day-to-day execution. You are methodical, structured and naturally adopt a project management approach to their work. You are rigorous in analysing performance, identifying patterns and turning insight into practical improvements that the team can implement.

You are highly analytical and comfortable with metrics, dashboards and reporting with the ability to interpret data, anticipate risks and use evidence to inform decisions and guide team priorities. You ensure that standards - including those of any professional, regulatory or statutory body - are not just designed but consistently realised in practice. You bring a calm, organised, agile, resilient and solution-focused presence which engenders trust, particularly in complex or high-pressure contexts. Above all, you are motivated by ensuring that what is promised in programme design is experienced in the classroom and across the campus - whether in person or online - and that this is made possible through a well-led, motivated team operating with clarity, rigour and pride in their work.

Key Responsibilities

(This job description outlines the primary duties and requirements of the position. It is not intended to be an exhaustive list of all duties and responsibilities. IMI reserves the right to amend and change the job description as necessary).

1. End-to-End Programme provision and operational excellence

• Own end-to-end execution of all programmes and executive education experiences across open, bespoke and credit-bearing, and non-credit-bearing provision
• Ensure seamless coordination between faculty, learners, clients and support teams
• Establish and maintain operational standards for programme delivery
• Lead planning, scheduling and risk management across provision
• Own programme administration integrity
• Liaise across the organisation departments to support and inform client contract development and service standards and deliverables for inclusion
• Act as senior relationship lead post-sale, taking over from business development following contracting and serving as the relationship oversight manager through provision, evaluation and renewal
• Engage directly when required with client sponsors and HR/L&D leaders ensure the deployment of any bespoke executive learning solution remains aligned to their strategic priorities, with clear outcomes, impact measures and governance structures effectively implemented
• Identify opportunities for account growth and repeat business, collaborating closely with Business Development to strengthen long-term client partnerships
• Own the quality and consistency of the learning experience
• Identify and resolve experience issues in real time
• Use feedback and data to drive continuous enhancement. Lead structured review processes with clients and faculty, converting feedback and performance data into actionable improvements to programme quality and delivery.
• Ensure IMI's "white glove" experience standards are realised in practice

4. Performance Monitoring, Reporting and Project Management

• Lead workflow, project management, quantitative and qualitative analysis and reporting across all programme and executive development activity
• Monitor programme performance, and the performance of other executive development activities, e.g. masterclasses, breakfast briefings, National Leadership Conference, etc. against plans (educational, operational and commercial)
• Provide regular performance insights to the Director of Education and Learning and SLT
• Track risks, issues and interventions required for successful programme and experience provision

5. Financial and Resource Performance

• Monitor actual programme cost and performance against budget
• Ensure effective implementation of organisational financial protocols, e.g. purchasing and expenditure system requirements
• Work with Learning Development on margin and cost assumptions
• Ensure efficient deployment of faculty and operational resources
• Support budgeting and forecasting through programme performance data

6. Systems, Processes and Infrastructure

• Ensure systems (LMS, VLE, SIS, scheduling, registry, etc) support high-quality teaching, learning, assessment experiences as well as more administrative or support focused participant or client touch points
• Maintain business processes associated with programme operations
• Work closely with IT to improve operational systems and infrastructure

7. Continuous Improvement of Provision

• Translate feedback, data and performance analysis into improvements in programme provision
• Feed operational insight back into Learning Development for portfolio and design renewal

About Us

IMI's mission, and passion, is to shape and inspire leaders. We see leadership as more than a job - it's a mindset and capacity to empower and create new possibilities by unlocking potential. Founded almost 75 years ago by business leaders, for business leaders, IMI develops and delivers executive education that works in the real world. Our global rankings are a testament to our impact.

Work Location and Virtual Work

This role is based at IMI's headquarters in Dublin. IMI recognises the importance of flexible work arrangements and promotes a hybrid work model that combines in-person and virtual work which aligns to business needs. Some employees have the flexibility to work remotely for a part of their working hours, subject to operational requirements and the agreement of their line manager as outlined in the Work Life Balance Policy. This role carries an expectation of significant on-site engagement either with clients and participants, or with IMI teams directly supporting clients and participants and the successful candidate may be required to be on site approximately 80% of the time. Travel within Ireland and, occasionally, internationally may be required to attend meetings, conferences, and client engagements.

Qualifications and Experience

• A primary degree (NFQ Level 8) in education, business, organisational leadership, operations management or a related discipline or equivalent.
• 7-10 years' professional experience in education operations, programme management or a similarly complex educational environment, with at least three years in a significant leadership or management role where you have held direct responsibility for agile operational delivery, quality and team performance.
• A proven experience of leading and motivating teams, managing individual performance, building capability and creating a culture of accountability and pride in delivery. Experience working collaboratively across functions - particularly with academic and professional services teams - is essential.
• A strong track record in project management, including planning, risk management and disciplined execution is essential (as indicated below ideally supported by formal certification, e.g. Lean, PMP, Prince2). Candidates must be able to demonstrate how you have used performance data . click apply for full job details