Coaching Operations Lead

Summary

Join Numan as a Coaching Operations Lead and play a critical role in the operational delivery of our human coaching service. You will work closely with other team leads to ensure coaching efficiency, service quality, and impact. This role combines line management, data-driven oversight, and process leadership to empower coaching teams to deliver excellent support. You will serve as the operational lead, monitor coaching efficiency and user impact, ensure SOPs are up-to-date, take responsibility for clinical governance, identify opportunities for improvement, and collaborate with other teams. You will also manage a team of coaches, handle complaints, manage AI human reviews, and take ownership of key specialist areas. This position requires proven experience in operational management, strong people management skills, an analytical mindset, experience in managing change, and excellent communication skills. Passion for patient-centered health coaching is essential.

Requirements

• Proven experience in operational management, ideally within a coaching, healthcare, or service delivery setting
• Strong people management skills, with a track record of developing and supporting high-performing teams
• An analytical mindset — comfortable with interpreting data, KPIs, and quality metrics to inform decisions
• Experience in managing change, improving processes, and scaling services efficiently
• Excellent communication and collaboration skills across roles and functions
• Passion for patient-centered health coaching

Responsibilities

• Serving as the operational lead for the human coaching service across your sub-team and for the whole team in collaboration with other Coaching Operation Leads
• Owning and monitoring coaching efficiency, service quality, and user impact — ensuring key SLAs and financial targets are met. Driving continuous service-level performance
• Taking overall responsibility for ensuring SOPs are up to date and delivered as defined to ensure the service adheres to all medical and clinical requirements
• Taking overall responsibility for clinical governance and clinical risk reporting, working with the wider clinical governance team, medical and clinical product teams
• Identifying opportunities for improvement in processes, systems, or training to enhance service delivery. Working alongside Senior Coaches to review audit results and support development needs for your direct reports (led by Senior coaches)
• Taking overall responsibility for the training and development of coaches; utilizing Senior Health Coaches to deliver support across these areas
• Collaborating with other Coaching Team Leads on workforce planning, including forecasting, hiring / contract management, rota management and building the team with the right expertise (hiring and restructuring), including building and maintaining a Numan health coaching competency framework
• Taking overall responsibility to collaborate with other operational teams (Medical, CC and NOL) for consistent operational processes and practices at Numan. Taking the lead for health coaching representation in the monthly operational MBRs
• Being the first point of contact between the health coaching team and wider teams to identify and manage any complaints, bugs or issues
• Managing the health coaching team to undertake AI human reviews, manage capacity planning and ongoing implementation of AI experiences as they develop
• Line managing a team of Senior and general health coaches, holding regular 1:1s and team meetings and ongoing performance and development conversations, empowering team members to excel in their roles
• Providing coverage for other Coaching Team Leads as needed
• Taking ownership of c2-3 key specialist areas critical to coaching operations both within and across teams at Numan (e.g., internal tooling, audit processes, MBR reporting, training, or content)

Preferred Qualifications

• Experience working in digital health or coaching services
• Familiarity with coaching quality frameworks or health behavior change models

Benefits

• Share options
• 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan)
• Health insurance with Vitality
• Enhanced maternity and parental leave
• Nursery benefit provided by YellowNest
• Employee assistance programme (access to therapy, financial planning and discounts)
• Generous pension (includes both employee and employer contributions)
• Flexible working options, including a dog friendly office in Farringdon
• Personal training and development budget via Learnerbly
• Wellhub membership, giving you access to over 2,000 locations in the UK
• Free office snacks including breakfast items, soft drinks, tea and coffee
• Cycle to work scheme
• Season ticket loan
• Discount on Numan products for your friends and family
• Paid volunteering days
• An additional 2 weeks off once you reach your 5th anniversary with Numan