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
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
Architect the shift from a headcount-dependent funnel to a scalable, platform-led acquisition engine
Define the data and analytics layer that gives the function and its stakeholders genuine visibility into funnel health, risk, and opportunity
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

8–12+ years in senior operations, fulfilment, or service delivery leadership roles
Significant experience in a regulated, multi-stakeholder environment (apprenticeships, higher education, healthcare, financial services, or government-adjacent)
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
Experience with Salesforce, Intercom, and Guru, or equivalent CRM, support, and knowledge management tooling
Familiarity 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.

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
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 and Instructors who collaborate in the office once a month
Work-from-anywhere scheme
you'll have the opportunity to work from anywhere, up to 10 days per year
Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked!

Director, Delivery Operations – Learner Acquisition

Key skills