Emeritus
Website:
emeritus.org
Job details:
Role: Vice President - Delivery
Location: India (Remote)
About Emeritus:
Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 90 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies, and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries.
Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following multiple funding rounds, including a $650 million Series E round in 2021 and a $150 million Series F round in 2024 led by TPG, the company is valued at approximately ~$3 billion and is backed by Accel, SoftBank Vision Fund 2, CPP Investments, and other leading global investors.
Role Overview:
We are looking for a Senior Leader to lead the Learning Delivery function for one of our Business Lines at Emeritus. This role is responsible for leading the teams that deliver a seamless, high-quality learner experience across our global portfolio of online programs.
The role encompasses the entire Delivery spectrum and will be responsible for leading and driving operational excellence across the learner journey - from program launch and live learning experiences to educator management, assessment operations, and learner completion.
The ideal candidate is a strategic operator with experience leading large, globally distributed teams, building scalable operating models, and driving continuous improvement through process excellence, technology, and data-driven decision making.
Beyond operational excellence, this role carries a clear mandate to modernize Delivery through automation and AI - bring a builder's mindset to reimagine how Delivery operates at scale, not just run the existing model more efficiently.
Key Responsibilities:
Functional Leadership
- Provide strategic leadership across all Delivery functions, ensuring cohesive direction and consistent execution across the full spectrum of learner-facing and backend operations .
- Define the vision, operating model, and roadmap for the Delivery function
- Ensure consistent execution across all programs, geographies, and university partners.
- Drive an innovation culture for Delivery, positioning automation and AI adoption as a core lever of the operating model
- Build scalable operational capabilities that support continued business growth while maintaining exceptional learner experience.
- Drive alignment across Delivery teams to create a unified operating model with clear ownership, accountability, and service standards.
- Set the tone for Academic Delivery, establishing consistent standards for course launch readiness, program health, and learner experience across the team of Academic Delivery Managers.
Innovation & AI-led Transformation
- Own the AI/automation roadmap for Delivery — identify high-friction, high-volume processes and lead build-vs-buy decisions for AI-enabled solutions.
- Partner with Tech and cross functional teams to institutionalize and scale AI copilots across delivery verticals — with clear before/after productivity metrics.
- Build a culture where teams are expected to propose and test automation ideas, not just execute against a fixed process.
Operational Excellence
- Build, standardize, and continuously improve end-to-end delivery processes across all functions.
- Develop scalable operating procedures, governance mechanisms, and quality frameworks that improve consistency and execution.
- Actively identify opportunities to simplify workflows, reduce manual effort, and improve operational efficiency through automation and AI.
- Lead cross-functional initiatives to improve delivery performance, eliminate operational bottlenecks, and enhance learner outcomes.
- Establish robust business continuity and risk management processes to ensure uninterrupted program delivery.
Learner Experience & Program Delivery
- Own operational delivery across the learner lifecycle, ensuring a consistent, high-quality experience from program launch through completion.
- Drive improvements in learner satisfaction, outcomes, engagement, completion, and retention.
- Ensure operational readiness for all program launches, live learning experiences, assessments, and certification milestones.
Performance Management & Analytics
- Own the performance narrative for Delivery — defining the metrics that matter, building executive-level visibility into operational health, learner outcomes, and service quality, and using that visibility to drive decisions, not just report status.
- Convert business reviews into action — surfacing trends and risks early, and translating data into a continuous improvement agenda across the function.
- Institutionalize a culture of data-informed decision making across Delivery.
Key metrics include:
- AI/Automation-Assisted Productivity Gains
- Learner Satisfaction (CSAT/NPS)
- Completion Rates
- Learner Engagement
- Webinar & Live Session Success
- Assessment Turnaround Time
- Grading Accuracy
- Educator Performance
- SLA Adherence
- Operational Productivity
- Escalation Resolution
- Quality Scores
Stakeholder Management
- Operate as a trusted partner to Business leadership and cross-functional teams, shaping delivery outcomes through influence, not just execution.
- Represent Delivery in strategic conversations with university partners, building the credibility and relationships that position the function as a strategic partner.
Required Skills & Qualifications:
- Bachelor's degree required; Master's degree or MBA preferred.
- 15+ years of experience leading large-scale operations, service delivery, academic operations, customer success, or learning operations in high-growth organizations.
- 8+ years of experience leading large, globally distributed teams.
- Proven track record of leading large-scale automation or AI adoption initiatives that measurably reduced manual effort or turnaround time — not just overseeing a vendor rollout.
- Comfort operating at the intersection of Ops and Product/Engineering — able to scope automation or AI use cases, work with technical teams on feasibility, and make trade-off calls without needing translation
- Demonstrated experience managing multiple operational functions with end-to-end accountability.
- Strong experience designing scalable operating models, governance frameworks, and standardized processes.
- Proven track record of driving operational transformation through process improvement, automation, and technology.
- Experience using data and operational metrics to improve performance and support strategic decision-making.
- Excellent stakeholder management skills with experience partnering across Product, Technology, Operations, and external partners.
- Exceptional written and verbal communication skills.
- Strong leadership presence with the ability to influence at all levels of the organization.
- Experience in EdTech, Higher Education, Professional Education, Learning Services, or other technology-enabled service businesses is strongly preferred.
- Familiarity with LMS platforms, CRM systems, operational dashboards, workflow automation tools, and AI-enabled operational solutions is highly desirable.
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