Multiverse
EdTech
Director,DeliveryOperations-LearnerAcquisition
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“Director, Delivery Operations - Learner Acquisition at Multiverse. Skills: Delivery Operations, Learner Acquisition, Fulfilment Engine. Own the learner acquisition funnel end-to-end. Ensure fulfilment keeps pace with new product scaling”
What You'll Achieve.
Learners qualified, matched, and onboarded with speed and quality; Booked revenue becomes realised revenue; Build a world-class fulfilment engine that scales with the business; Ensure fulfilment is never a blocker to revenue realisation; Resetting the strategic B2C motion that decouples headcount from sales volume; Improve retention and reduces early-stage churn; Decouple headcount from sales volume; Ensure fulfilment is never a blocker to revenue realisation; Create shared accountability for funnel throughput and learner experience; Remove friction for customers accessing government funding; Revenue protection and acquisition efficiency, not cost reduction
Industry & Context.
Triage the mess; Set the baseline; Sequence the fixes; Fixing the process before scaling the headcount
Basic check via the Disclosure Barring Service (DBS), Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check
What They're Looking For.
Must Have
8–12+ years in senior operations, fulfilment, or service delivery leadership roles, Significant experience in a regulated, multi-stakeholder environment, Proven track record running funnel or pipeline operations at scale, Personally built and presented the business case for operational investment, Design operating models, Understand the compounding relationship between data quality, process standardisation, and scalable operations, Design metric frameworks with leading, process, and output layers, Understand the interplay between product evolution and operational readiness, Direct, evidence-led, and comfortable pushing back on senior stakeholders, Prioritise ruthlessly across competing demands, People leader who has managed managers, Operate with urgency and decisiveness
Nice to Have
Familiarity with Salesforce, Intercom, and Guru, or equivalent CRM, support, and knowledge management tooling, Experience with productising regulation, Background in B2C funnel operations
What You'll Do.
Own the learner acquisition funnel end-to-end
Ensure fulfilment keeps pace with new product scaling
Transform onboarding into a platform-led experience
Build a B2C-style learner funnel
Partner with Product and Tech
Own day-to-day funnel performance
Build demand forecasting and capacity planning
Establish SLA frameworks with Sales and Implementation
Ensure regulatory compliance is built into process
Architect the shift from a headcount-dependent funnel
Define the data and analytics layer
Build the executive-level business case for fulfilment investment
Act as the single-threaded owner of the learner acquisition journey
Partner with Product and Engineering on platform productisation
Establish operational readiness processes for new programmes
How You'll Work.
Team & Collaboration
Cross-functional leader connecting Operations, Sales, Product, Data, and Learning; Partner with Product and Engineering on platform productisation; Partner with Product and Tech to ensure operational readiness; Establish SLA frameworks with Sales and Implementation; Ending the coordination tax across Admissions, Implementation, Fulfilment, and Sales
Communication Scope
Articulate to both teams and leadership why certain things must wait; Direct, evidence-led, and comfortable pushing back on senior stakeholders
Process & Methodology
Build the playbook, Sequence the fixes, Design operating models, Design metric frameworks, Establish operational readiness processes
Full Job Description
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 ope
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