Director, Delivery Operations - Learner Acquisition

Responsibilities

• Fulfilment & Learner Onboarding
• Own the learner acquisition funnel end-to-end: info sessions, application processing, assessment, matching, onboarding, and programme start. Ensure fulfilment keeps pace with new product scaling and is never a blocker to revenue realisation.
• Transform onboarding into a platform-led experience that improves retention and reduces early-stage churn. This is the single highest-leverage area in the function.
• Build a B2C-style learner funnel with risk modelling, tiered assessment, and async awareness levers to decouple headcount from sales volume. Partner with Product and Tech to ensure operational readiness for each stage of platform productisation.
• Tactical Top-of-Funnel Operations
• Own day-to-day funnel performance: conversion rates, cycle times, capacity utilisation, and quality at each stage.
• Build demand forecasting and capacity planning that translates sales pipeline into operational readiness. Establish SLA frameworks with Sales and Implementation that create shared accountability for funnel throughput and learner experience.
• Ensure regulatory compliance is built into process, not bolted on: prior learning assessments, funding eligibility checks, regulatory documentation, and funding body requirements.
• Strategic B2C Motion Reset
• Architect the shift from a headcount-dependent funnel to a scalable, platform-led acquisition engine. Design the target operating model: what is automated, what is human, where AI augments, and how the funnel evolves as the product matures.
• Define the data and analytics layer that gives the function and its stakeholders genuine visibility into funnel health, risk, and opportunity.
• Build the executive-level business case for fulfilment investment as revenue protection and acquisition efficiency, not cost reduction.
• Cross-Functional Leadership
• Act as the single-threaded owner of the learner acquisition journey, ending the coordination tax across Admissions, Implementation, Fulfilment, and Sales.
• Partner with Product and Engineering on platform productisation, ensuring operational requirements shape the build roadmap rather than chasing it.
• Establish oper

Benefits

Additional Information

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. Role Overview Multiverse is building the AI-first workforce transformation platform that connects learning to career outcomes at scale. As we grow toward $1bn+ in bookings and accelerate our product evolution, the learner acquisition journey - from first contact through onboarding and programme start - is becoming one of the most strategically important functions in the company. Getting learners qualified, matched, and onboarded with speed and quality is where booked revenue becomes realised revenue, and we are investing in senior operational leadership to build a world-class fulfilment engine that scales with the business. As Director of Delivery Operations - Learner Acquisition , you will own the full learner acquisition journey end-to-end: from prospect through info sessions, application, assessment, matching, onboarding, and programme start. This is a build role. You will design and stand up the scalable, platform-led fulfilment operation that powers our next phase of growth, in a regulated environment where operational excellence is directly tied to funding, compliance, and learner outcomes. This is simultaneously a tactical and strategic role. You will run the day-to-day top-of-funnel operation, ensuring fulfilment is never a blocker to revenue realisation, while resetting the strategic B2C motion that decouples headcount from sales volume. You will be the cross-functional leader connecting Operations, Sales, Product, Data, and Learning as our product continues to evolve, owning the operational readiness for each stage of platform productisation. The role is scoped to fulfilment and learner acquisition. As the organisation matures, there is a clear path to expanded remit, including integration with learner support operations within 4-6 months, creating a single owner for the full off-programme learner experience.

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