Delivery Head

The Opportunity: Learner Journey Architect

We are seeking a
Head of Online Delivery – B2C
, a
Learner Journey Architect
who will own the end-to-end learner experience — from onboarding and engagement to academic success and completion.

This is not just an operations role. It's a chance to
design how learning feels
for thousands of students every day. The role demands someoane with
relentless attention to detail
, operational precision, and deep empathy for the learner's journey.

You'll lead the online academic operations, customer experience, and learner success functions with a builder's mindset — using AI, analytics, and automation to craft seamless, delightful learning experiences at scale.

Key Responsibilities

1. Learner Experience Design

• Architect and continually refine the learner journey — onboarding, live classes, doubt resolution, engagement, and feedback loops.
• Build systems that measure and improve every learner interaction, ensuring
  accuracy, empathy, and consistency
  .
• Translate data and feedback into experience improvements that blend human warmth with technological precision.

2. Academic Delivery & Operational Excellence

• Oversee scheduling, class quality, and delivery hygiene for live classes across large student cohorts.
• Build SOPs, process maps, and audit systems to ensure
  zero-defect execution
  .
• Create scalable frameworks for class performance monitoring, academic coordination, and rapid escalation handling.

3. AI, Analytics & Automation

• Partner with Product, Tech, and Data teams to implement AI-led automation for workflow, scheduling, and learner support.
• Build dashboards to track engagement, NPS, retention, and completion with
  granular, real-time visibility
  .
• Use predictive analytics to identify disengaged learners early and deploy timely interventions.

4. Leadership & Collaboration

• Lead and mentor a cross-functional team across academic operations, onboarding, and learner support.
• Build a
  detail-obsessed, learner-centric culture
  —where accuracy, empathy, and accountability coexist.
• Collaborate with senior leadership to align delivery systems with business strategy and learning outcomes.

Ideal Candidate Profile

Experience

• 10+ years in large-scale B2C operations, ideally in EdTech, e-commerce, fintech, or digital consumer businesses.
• Proven track record in
  online delivery or customer experience leadership
  with measurable outcomes in satisfaction and retention.
• Experience implementing
  AI and data-driven process optimization
  within customer or learner ecosystems.

Core Strengths

• Attention to Detail:
  Obsessive about precision; spots the one error in a thousand operations.
• Learner Empathy:
  Thinks deeply about the learner's emotional and academic journey.
• System Thinking:
  Designs scalable, repeatable systems without losing sight of human nuance.
• Analytical Storytelling:
  Uses data to tell stories, surface insights, and drive decision-making.
• Leadership with Warmth:
  Inspires accountability and excellence without rigidity.

Educational Background

• Bachelor's degree required; MBA or equivalent preferred.

What Makes This Role Special

You won't just be managing delivery — you'll be
designing how learning lives
at Infinity Learn.

Every process, dashboard, and feedback loop you build will translate into better student outcomes.

You'll operate at the intersection of
education, empathy, and precision
— crafting the experience that defines India's next generation of learners.

Skills Required

• Online Delivery Management
• Learner Experience
• B2C Operations
• Academic Operations
• Customer Experience
• Process Excellence
• AI & Automation
• Data Analytics
• Predictive Modelling
• Business Strategy
• Operational Leadership
• Stakeholder Management
• Cross-functional Collaboration
• Team Management

Infinity Learn is for you if...

• You believe
  small details create big trust
  .
• You thrive in structured chaos — bringing clarity where others see complexity.
• You're passionate about technology, but even more passionate about learners.
• You measure success not just in KPIs, but in impact.

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