operations
Posted 2 weeks agoDirector, Delivery Operations - Learner Acquisition
at Multiverse
London, United KingdomHybrid
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Responsibilities
- Ensure fulfilment keeps pace with new product scaling and is never a blocker to revenue realisation. - Transform onboarding into a platform-led
- 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.
- 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.
- 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.
Requirements
- Multiverse is the upskilling platform for AI and Tech adoption.
- Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills.
- 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.
- experience in a regulated, multi-stakeholder environment (apprenticeships, higher education, healthcare, financial services, or government-adjacent).
- Qualifications - Familiarity with Salesforce, Intercom, and Guru, or equivalent CRM, support, and knowledge management tooling. -
- Experience with productising regulation: building processes that remove friction for customers accessing government funding. - Background in B2C funnel operations including conversion optimisation, capacity planning, and automated outreach at scale.
- Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS).
- For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check.
- Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings.
Experience
- About You You Have Done This Before - 8–12+ years in senior operations, fulfilment, or service delivery leadership roles, including at least one instance of inheriting and building function.
Benefits
- Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.
- With a post-money valuation of $1.7bn, the round makes us the UK’s first EdTech unicorn.
- 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.
- Benefits - Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year - Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support - Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches
- Our Commitment to Diversity, Equity and Inclusion We’re an equal opportunities employer. And proud of it.
Contact
- Read our Equality, Diversity & Inclusion policy here https://www.multiverse.io/en-GB/our-policies/equality-diversity-and-inclusion-policy.
- We expect all employees to share this commitment and adhere to our Safeguarding Policy https://cdn.sanity.io/files/6y1mknvo/prod-20240319/50283d0600920c5f1e02cf44e54c0f1534c74e61.pdf, our Prevent Policy https://cdn.sanity.io/files/6y1mknvo/prod-20240319/35a5defca7346bb1c212250867754b0a7ae5b478.pdfand all other Multiverse company policies.
Additional details
- We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce.
- 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 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.
- 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.
- 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.