operations
Posted May 15Director, Capacity Planning & Operations
at Multiverse
London, United KingdomHybrid
Responsibilities
- Own time-to-fill, allocation process cost, and bench and contractor flex decisions that keep the supply model solvent - Design the matching engine: routine, low-risk allocations run automatically; delivery owns the final decision where coach capability, learner context, and programme nuance require human judgment - Iterate the engine as the delivery model evolves toward Operating Model 2.0, including non-standard capacity modelling for new programmes, customisations, and DPT scaling Lead Ops Analytics as
- Surface the right data to the right consumers in the right cadence Own the Cross-Functional Interface (~15%) - Ingest demand plans from finance and RevOps, translate into supply plans, produce resource-required projections that feed hiring and budget decisions - Serve as the named counterpart to delivery leadership on match quality trade-offs; own the stakeholder feedback loop on allocation quality - Build the tools and RACIs to decentralise budget ownership across individual VPs and Senior Directors
- TBD build resource for systems and tooling implementation, ring-fenced with a time-bound deliverable.
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.
- Why This Role Exists Multiverse is evolving from a services-led organisation into an AI-first, platform-led workforce transformation company.
- The analytics function you lead will serve as the shared data backbone across coach platform, process automation, support, fulfilment, and the delivery organisation. Primary
- You do not need to build the models - You have been the named counterpart between a planning function and an execution function, and you understand that the failure mode is the handover design, not which side owns the work - Clear point of view on practical AI adoption in operations.
- You understand that AI is the engine, not an add-on Preferred Qualifications -
- Experience building a workforce planning or resource operations function from manual or early-stage to systematised and automated - Background managing contractor flex capacity as part of a workforce supply model - Familiarity with regulated workforce development markets or environments where compliance adds complexity to resource deployment -
- Experience with low-code platforms (Retool, Zapier, or similar) for operational tooling The Team One Allocations Lead who owns the matching engine as a product.
- 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.
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.
- To scale to $1bn+ in bookings, the system that deploys those coaches against variable demand must be as disciplined as the coaching itself.
- 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.
- Our 200+ coaches are the mechanism through which learning translates into measurable business outcomes.
- Today, workforce management, capacity planning, and allocations operate through manual processes, fragmented data, and institutional knowledge.
- This role exists to build the supply engine that fuels delivery.
- Role Overview You will translate demand forecasts into coach deployment, build and operate the matching engine that pairs coaches with learners, and lead the analytical intelligence layer across the full operations machine.
- You are building an operational engine: automated and rule-based for routine allocations, with a designed escalation path for complex matches where delivery leadership makes the final call.
- Responsibilities Build and Run the Allocations Engine (~35%) - Define, build, and operate the system that translates demand into coach deployment.