Director, Delivery Operations - Learner Acquisition
About the role
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 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.
What You Will Own
- 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.