Director of Delivery Operations (Learner Acquisition) in London

Requirements

• 8–12+ years in senior operations, fulfilment, or service delivery leadership roles, including at least one instance of inheriting and building function. You have built the playbook: triage the mess, set the baseline, sequence the fixes, build the team.
• Significant experience in a regulated, multi-stakeholder environment (apprenticeships, higher education, healthcare, financial services, or government‑adjacent). You understand what it means to operate where process quality is tied to funding capture and regulatory standing.
• Proven track record running funnel or pipeline operations at scale: conversion optimisation, capacity modelling, risk scoring, and the discipline of fixing the process before scaling the headcount.
• You have personally built and presented the business case for operational investment as revenue protection, secured budget, and reframed a cost centre as a strategic function. You have commercial fluency alongside operational depth.
• You think in systems, not tasks: you design operating models, not just processes. You think about how the funnel should work in 18 months, not just how to clear the backlog this week.
• You understand the compounding relationship between data quality, process standardisation, and scalable operations, and you have seen what happens when teams skip the foundation.
• You design metric frameworks with leading, process, and output layers. You build dashboards that give an executive team genuine confidence in the state of the function.
• You understand the interplay between product evolution and operational readiness, and you have experience shaping a build roadmap from the operations seat.
• You lead with conviction and clarity: you are direct, evidence‑led, and comfortable pushing back on senior stakeholders. You name risks honestly in rooms where others defer.
• You prioritise ruthlessly across competing demands, identify the highest‑leverage moves, and articulate to both teams and leadership why certain things must wait.
• You are a strong people leader who has managed managers. You can develop people through a transformation and build a team that operates with pace and rigour.
• You operate with urgency and decisiveness while maintaining the quality guardrails that prevent short‑term speed from destroying trust, brand, and regulatory standing.
• (Desirable) Familiarity with Salesforce, Intercom, and Guru, or equivalent CRM, support, and knowledge management tooling.
• (Desirable) Experience with productising regulation: building processes that remove friction for customers accessing government funding.
• (Desirable) Background in B2C funnel operations including conversion optimisation, capacity planning, and automated outreach at scale.

What the job involves

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.

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 operational readiness processes for new programmes, products, and market entries, backed by reporting and analytics infrastructure that moves the function from anecdote to evidence.