Coach Team Operations Manager

Summary

Join Skillsoft as a Principal Program Coach Operations Manager and oversee the entire lifecycle of our coach community. You will design, develop, and drive strategic initiatives to enhance the coach experience and operational excellence. This role requires leadership, problem-solving, and cross-functional collaboration to ensure the success of our coaches, platform, and organizational goals. You will own the strategic vision for the coach team, implement continuous feedback loops, and optimize operational workflows. Furthermore, you will partner with various teams to address client needs and represent the coach perspective in cross-functional collaborations. Finally, you will lead and manage a team of coaches, ensuring high standards and sustained performance.

Requirements

• Bachelor’s degree in business, human resources, organizational development, or a related field; advanced degree is a plus
• 8+ years of experience in operations management, leadership development, or program management, preferably within a coaching, L&D, or SaaS environment (or 5 years with a Master’s Degree)
• Strategic Planning & Execution: Ability to develop and execute long-term plans aligned with organizational goals and evolving business needs
• Operational Excellence: Proven experience in designing and optimizing scalable processes that enhance efficiency and effectiveness
• Leadership and Team Management: Strong experience in recruiting, onboarding, and managing talent, fostering a positive and productive team culture
• Problem-Solving: Demonstrated ability to proactively identify and resolve issues, especially in cross-functional environments
• Communication and Collaboration: Exceptional written and verbal communication skills with a proven ability to work effectively across diverse teams, including Product, Support, and Sales
• Metrics-Driven: Strong analytical skills with experience developing and managing dashboards to track KPIs and inform decision-making
• Adaptability and Innovation: Agility in navigating change and a proactive approach to driving innovation and continuous improvement
• Customer Focus: Commitment to delivering seamless, high-quality experiences for both internal and external stakeholders
• Experience working with L&D platforms such as Percipio or other SaaS coaching or content platforms
• Familiarity with CRM, project management tools, and data visualization platforms (e.g., Salesforce, Asana, Power BI)
• Highly organized and detail-oriented, with the ability to manage multiple priorities and deadlines effectively
• A proactive self-starter with a growth mindset and passion for leadership development and coaching
• Strong interpersonal skills with the ability to inspire and build trust with diverse stakeholders

Responsibilities

• Develop strategic vision/strategy for the coach team, including understanding the coach experience and end-to-end lifecycle, always thinking several steps ahead about what the team needs now and, in the future, to drive continuous improvement
• Proactively partner with key stakeholders to align that vision with other areas of the business. Empower these other stakeholders to focus on their work while you own all touchpoints that involve coaches
• Implement continuous feedback loops with coach community with a focus on fostering a strong and positive coach team culture that reflects our core values and ensures that our coaches feel informed, engaged, supported, and empowered
• Design and implement strategies to enhance coach onboarding, hiring, training, and enablement processes using Percipio and the coaching platform
• Continuously assess and optimize operational workflows, ensuring scalability and alignment with organizational goals even when processes seem effective
• Develop a coaching metrics dashboard to monitor KPIs, identify trends, and inform strategic decisions that drive program success
• Partner with Sales and Customer Success teams to address client needs during the sales cycle and post-sales coaching engagements, ensuring a seamless and exceptional client experience
• Represent the coach perspective in cross-functional collaboration with Product and Support teams to influence roadmap priorities and deliver innovative solutions
• Recruit, interview, and onboard top coaching talent, building a team that aligns with organizational excellence and values
• Oversee ongoing enablement, quality assessment, and separation processes to maintain high standards and ensure sustained team performance
• Foster a positive and collaborative coach team culture by ensuring all coaches feel informed, engaged, supported, and empowered
• Act as a strategic problem solver to resolve platform-related and operational issues quickly, ensuring minimal disruption to the coach and client experience
• Support coaches with troubleshooting and collaborate with internal teams, such as Legal and Accounts Payable, to address and resolve concerns effectively

Benefits

• Target base salary range for this job requisition is anticipated to be $120,000 to $150,000 annualized
• Company Bonus Program
• Full benefits