Director, Client Launch

Multiverse is the upskilling platform for AI and Tech adoption. We have partnered with 1,500+ companies in the US & UK to deliver a new kind of learning that's transforming today’s workforce. Multiverse apprenticeships are designed for people of any age and career stage and focus on building critical AI, data, and tech skills. Multiverse learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.

In June 2022, Multiverse 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 the company the UK’s first EdTech unicorn. But we aren’t stopping there. With a strong operational footprint and 800+ employees globally, 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 provide equitable access to economic opportunity, for everyone.

The Opportunity: We’re looking for a visionary Director, Client Launch to build and lead a brand-new ‘centre of excellence’ that will power our ability to seamlessly launch learners onto our impactful programmes. Reporting directly to our VP Operations, you will be the architect of our core launch processes, ensuring both exceptional client implementation and a world-class candidate fulfilment experience.

In this pivotal role, you will be the driving force behind establishing the operational infrastructure that underpins our growth. You’ll take ownership of our technical onboarding process, building robust customisation capabilities (including bespoke reporting) and establishing a deal enablement function that provides clarity and differentiated service levels within our fulfilment motion. You will build a scalable, enterprise-ready onboarding infrastructure, including systems for secure data exchange, tech whitelisting, account provisioning and integration with client IT environments. Crucially, you will build and nurture a high-performing team, fostering a culture of continuous improvement and setting the standard for operational excellence in our learner journey.

What You'll Do:

• Lead the design and execution of a comprehensive implementation strategy that champions both clients and candidate journeys from first contact with us to day 90 on programme.
• Leverage data to identify new opportunities to drive funnel growth and optimise the B2B launch experience.
• Within your strategy, build service tiers to ensure a personalised fulfilment experience for every client based on the shape, scope and size of the deal.
• Own the enablement and adoption of service tiers internally.
• Design and own a best-in-class sales-to-launch handover process that turns commercial agreements into deeply personalised implementation plans.
• Ensure each client experiences this transition as a value-added consultative step, aligned with their specific goals and internal processes.
• Hone our technical onboarding experience, managing a team of experts to reset our approach to setting our clients up for success via their shared understanding of the technical requirements of our programme delivery.
• Equally lead the execution of a refined approach to the compliance aspects of our onboarding.
• Develop our ability to respond to custom deals, building the internal expertise and process to ensure the scalable, high quality delivery of customisations including data reporting needs and detailed handover process to programme delivery team members.
• Partner closely with Sales and Product leadership to ensure alignment between pre-sale commitments and post-sale delivery.
• Establish structured implementation planning processes that begin during deal scoping and evolve into full-scale launch execution.
• During peak moments in our quarterly cycle, proactively identify emerging risks and bottlenecks and develop effective mitigation strategies.

About You:

• 10+ years of experience leading complex B2B implementation, onboarding, or launch operations in high-growth, enterprise-focused environments — ideally in marketplaces, SaaS, or services businesses.
• Proven ability to lead complex, cross-functional projects that contribute directly to business objectives while managing multiple priorities.
• Experience leading B2B client onboarding and implementation in a tech-enabled service or marketplace model, ideally with exposure to enterprise procurement and IT processes.
• Familiarity with SOC2, GDPR, or other compliance frameworks as they relate to client onboarding and data handling is a plus.
• Exceptional leadership and stakeholder management skills, with a track record of building and developing high-performing teams and influencing senior decision-makers.
• Experience leading operational transformation to sales processes is a plus.
• Data-driven problem solver, able to diagnose root causes, implement scalable solutions and mobilise cross-functional efforts to improve operations continuously.
• Experience scaling teams and processes, ensuring sustainable growth through effective training, onboarding and quality assurance systems.

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 & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year.
• Team fun - weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion: We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change.

Safeguarding: All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.