This is a remote position.
The Facilitation Manager will be responsible for owning the delivery of the learning experience, ensuring that every learner interaction is engaging, applied, and impactful at the highest standard. This role acts as the driver of the human learning experience, translating learning design into meaningful, real-world engagement that enables learners to Think, Apply, and Grow.
As a key member of the Experience team, the role operates across three integrated pillars: Facilitation, Learning Solutions, and Academic Operations, driving alignment, integration, and excellence across the full learning journey. The position plays a critical role in ensuring these functions operate as one unified system, co-owned and not siloed, with shared accountability for learner outcomes, participation, and overall experience impact.
This role requires a tech-savvy, energetic leader with a strong interest in human-centred, future-focused education, who is able to translate learning solutions into high-quality delivery, drive facilitator capability, and leverage data to continuously improve learner engagement and outcomes. The successful incumbent will bring momentum, adaptability, and a proactive approach beyond a traditional 9-to-5 mindset.
With ambitious international growth plans, this role offers significant opportunity for progression and the ability to scale impact alongside the organisation, contributing directly to MasterStart’s mission of delivering workplace-applied, human-centred, and scalable learning experiences.
Key Responsibilities
The responsibilities outlined below are indicative of the role and may evolve in accordance with business needs.1.Facilitation Delivery & Learner Experience
- Own the end-to-end delivery of the learning experience across all programmes, ensuring that facilitation is consistently engaging, structured, and outcome-driven
- Ensure all learning interactions align to the Think, Apply, Grow model, with a strong emphasis on real-world application and meaningful learner engagement
- Maintain consistent delivery standards across facilitators, programmes, and delivery formats, ensuring a high-quality and unified learner experience
- Monitor facilitation quality across sessions, identifying risks early and intervening where necessary to maintain delivery excellence
- Drive a human-centred approach to learning, ensuring learners feel supported, challenged, and engaged throughout their journey
2.Facilitator & Industry Expert Capability Development
- Lead the recruitment, onboarding, and ongoing management of facilitators, coaches, and Industry Experts, ensuring alignment to MasterStart standards
- Build and maintain a high-performing facilitator network capable of delivering consistent, high-quality learning experiences
- Drive continuous capability development through structured coaching, feedback, training sessions, and performance support
- Conduct regular performance evaluations, identifying development areas and implementing targeted improvement plans
- Ensure facilitators are confident, well-prepared, and equipped to deliver engaging, impactful, and learner-centric sessions
3.Facilitation Framework, Standards & Playbooks
- Design, implement, and continuously refine the Facilitation Framework to ensure consistency and excellence across all programmes
- Develop and maintain facilitator guides, playbooks, and delivery standards that support scalable and repeatable high-quality facilitation
- Standardise delivery approaches while allowing flexibility to adapt to different learning contexts and programme requirements
- Continuously evolve facilitation practices based on learner feedback, engagement data, and emerging industry trends
- Ensure strong alignment between facilitation, learning design, and academic standards
4.Learner Engagement, Participation & NPS
- Drive learner participation and engagement across all programmes, ensuring active involvement in learning activities and sessions
- Monitor and improve key learner experience metrics, including NPS, satisfaction scores, and participation levels
- Identify engagement gaps, drop-off points, and learner risks, implementing targeted interventions to improve outcomes
- Work closely with Learning Success Coordinators to strengthen learner communication, support, and engagement strategies
- Ensure that engagement initiatives directly contribute to learner success, completion rates, and overall experience quality
5. Technology Adoption & Delivery Enablement
- Ensure facilitators effectively utilise learning platforms, virtual classrooms, and engagement tools to enhance the delivery experience
- Drive adoption of new technologies and tools that improve learner interaction, engagement, and delivery quality
- Provide guidance and support to facilitators on the effective use of digital tools and platforms
- Stay up to date with emerging technologies and trends in facilitation, integrating relevant innovations into the delivery model
- Ensure technology is used to enhance, rather than replace, the human aspect of the learning experience
6. Data-Led Delivery & Continuous Improvement
- Analyse learner data, feedback, and session performance metrics to identify trends, risks, and improvement opportunities
- Monitor facilitation effectiveness and overall delivery performance, implementing continuous improvement initiatives where required
- Use insights to refine facilitation approaches, engagement strategies, and delivery models
- Share relevant insights with Learning Solutions and Academic Operations to support broader experience improvements
- Ensure that all facilitation-related decisions are informed by data, feedback, and measurable outcomes
7. Operational Delivery & Facilitation Readiness
- Ensure all programmes are fully facilitation-ready, including facilitator allocation, session preparation, and resource availability
- Oversee facilitation workflows and delivery processes to ensure efficiency, consistency, and reliability
- Support programme pilots, onboarding processes, and rollout readiness for new courses and initiatives
- Manage facilitation-related administration, communication, and coordination across stakeholders
- Identify operational inefficiencies and implement improvements to support scalable delivery
8. Business Partnership & Cross-Functional Alignment
- Collaborate closely with Learning Solutions to ensure learning design is effectively translated into delivery
- Partner with Academic Operations to ensure facilitation aligns with academic standards and governance requirements
- Engage with Sales, Marketing, and other business units to ensure delivery meets client and organisational expectations
- Support enterprise and customised solution delivery by providing input on facilitation feasibility and approach
- Ensure alignment between design, delivery, and learner experience across the business
9. Integrated Experience Partnership
- Operate as part of the unified Experience Team across Academics, Learning Solutions, and Facilitation
- Ensure strong alignment and collaboration across the three pillars to deliver a seamless learner experience
- Contribute to shared ownership of learner outcomes, experience metrics, and overall programme success
- Support a partnership-driven, non-siloed operating model where responsibilities are clear, but outcomes are co-owned
- Actively contribute to Experience team initiatives and continuous improvement efforts
10. Leadership, Capability & Culture
- Lead and manage the facilitation function, including internal teams and the broader facilitator network
- Build a high-performance, accountable, and learner-centric culture within the facilitation environment
- Drive continuous capability development, engagement, and performance improvement within the team
- Foster collaboration, innovation, and a strong sense of ownership across the function
- Develop future capability within the team to support growth, scalability, and evolving business needs
Requirements
Bachelor’s degree in Industrial Psychology, Education, Learning & Development, or a related field
Minimum of 5+ years’ experience in training and facilitation (online and in-person)
Minimum of 2–3 years’ experience managing teams or facilitator networks
Proven experience in:
- Course facilitation
- Facilitator development
- Learner engagement strategies
Strong understanding of:
- Digital learning environments
- Facilitation techniques
- Learner engagement models
Experience working with:
- LMS platforms
- Virtual classrooms
- Online engagement tools
Strong communication, coaching, and leadership skills
High attention to detail and strong organisational ability
Ability to operate in a fast-paced, evolving environment
Preferred Qualifications and Experience
- Postgraduate qualification in Education, Learning Design, or L&D
- Experience in online, blended, or EdTech environments
- Exposure to facilitation frameworks and scalable delivery models
- Experience in enterprise or B2B learning environments
- Experience driving learner experience metrics (NPS, engagement, participation)
- Understanding of Higher Education or accreditation environments
- Experience in building and managing facilitator or coach networks
Core Competencies
1.Learner Experience & Engagement Excellence
- Deep understanding of human-centred learning and engagement
2.Facilitation & Delivery Expertise
- Strong capability in translating learning design into impactful delivery
3.Leadership & Capability Development
- Ability to build and develop high-performing facilitator networks
4.Operational Execution & Delivery Management
- Ensures efficient, scalable, and high-quality delivery
5.Data-Driven Decision Making
- Uses insights to improve engagement and performance
6.Technology Enablement
- Leverages tools and platforms to enhance facilitation
7.Stakeholder & Business Partnership
- Aligns facilitation with broader business and experience goals
8.Adaptability & Execution Drive
- Thrives in fast-paced, evolving environments
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