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 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.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

2. Client Liaison

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

3. Learning Experience

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 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

Essential requirements

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).
Experience operating within environments governed by regulatory, professional or quality assurance frameworks, including familiarity with standards, review processes and governance expectations.
A strong analytical capability and data literacy, with experience undertaking quantitative and qualitative research as well as using metrics, dashboards and reporting to inform decisions, prioritise work and enhance learner and client experience.

Desirable requirements

A Master’s degree in a relevant field is strongly preferred.
Professional development or certification in project management, quality assurance, continuous improvement methodologies (e.g. Lean or Six Sigma) or educational leadership is highly desirable.
Experience engaging with external professional bodies, awarding organisations or regulatory agencies is advantageous, as is prior involvement in validation, accreditation or external review processes.
Evidence of participation in recognised executive leadership or management development programmes, supporting the leadership, systems thinking and performance orientation expected at this level.
Familiarity with Microsoft Dynamics environments.

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Head of Learning Experience and Operations