This is a pivotal leadership role for an operationally focused, people-first professional with deep experience in managing large-scale course delivery programs—delivering measurable impact to learners, staff, and business outcomes.
About the Role
Reporting into the Chief Operations & Technology team, this role has full accountability for the end-to-end delivery of more than 800 vocational courses per year, servicing over 14,000 learners nationally, through a team of 40+ staff.
You will lead a team of 6 direct reports across three key areas:
✅ Course Delivery Operations
✅ Learner Support & Customer Service
✅ Membership Experience & Fulfilment
This is not a strategy-only role—it’s about ensuring flawless execution and learner satisfaction, supported by clear frameworks, proactive leadership, and continuous improvement.
Key Responsibilities
- Lead the national delivery of vocational programs, ensuring a high-quality, consistent learner experience across all touchpoints
- Manage and optimise scheduling, staffing, and delivery systems to support 800+ courses annually
- Build and lead delivery teams across onsite, offsite, and virtual environments, focusing on learner engagement and satisfaction
- Own service delivery KPIs and metrics, and drive improvements in course completion, learner feedback, and operational efficiency
- Oversee customer and learner support functions, ensuring responsive, solutions-oriented service
- Collaborate cross-functionally to align delivery with organisational strategy, transformation goals, and compliance standards
- Champion a service excellence culture—where learners are at the centre and delivery teams are empowered to perform at their best
- Direct accountability for high-volume course delivery, including scheduling, staffing, and quality outcomes
- Hands-on leadership of learner-facing teams
- A clear understanding of what drives operational success in education delivery
- 5+ years in a senior role leading course/program delivery in education, training, or membership-based services
- Proven ability to manage complex, high-volume delivery schedules across multiple regions or delivery modes
- Strong operational leadership, including process improvement, systems implementation, and team development
- Deep understanding of learner support needs and a commitment to exceptional education outcomes
- Commercial and strategic awareness with a hands-on leadership style
- Make a genuine impact—help shape the learning experience of over 14,000 people annually
- Take ownership of a national delivery operation in a respected, values-led organisation
- Work with a forward-thinking executive team who value innovation, accountability, and learner success
