Head of Service Operations, Coaching

Summary

Join a dynamic team as we hire a customer-centric problem solver to lead our weight loss coaching service. No prior experience in weight loss or coaching is required, but you will report to the Director of Weight Loss and manage a team of 50+ coaches.

Requirements

• 8+ years of experience (no experience in coaching necessary)
• Track record of delivering impact
• Grown and managed large teams
• Customer centric
• Data driven
• True owner
• Problem solver
• Collaborator

Responsibilities

• Deliver world-class coaching - Build a differentiated coaching service that delivers superior health outcomes and excellent customer retention
• Drive Execution & Operational Excellence - Rapidly translate program design into program delivery, testing and learning constantly and incorporating customer feedback. Own and deliver the service SLAs, ensuring excellent availability, response times, coaching quality and efficiency
• Lead Strategic Expansion - Identify and implement the structural changes required to enable rapid scaling of the service; including hiring models, tooling and systems, progression and reward
• Cultivate People Success - Confidently lead a large and expanding team of coaches, promoting a positive culture that results in coach loyalty and high quality service
• Collaborate Across Functions: Leverage shared resources (e.g. marketing, tech and product, CRM) and in house experts (Head of Behaviour Change and Head of Coaching Quality) to enhance the success of the service

Benefits

• Competitive salary based on experience
• Share options
• Private medical insurance
• ��400 annual learning & development budget with Learnerbly
• Gym & wellness benefit with Wellhub
• Remote opportunity / Hybrid role based in Bermondsey 3 days a week with breakfast and lunch once a week
• Cycle to work scheme
• Electric car scheme
• 25 days holidays and generous parental leave & flexible working policies
• Annual company retreat