Coach Client Community and Operations Manager

At Skillsoft, we propel organizations and people to grow together through transformative learning experiences. We believe every team member has the potential to be AMAZING. Join us in our quest to transform learning and help individuals unleash their edge.

OVERVIEW:

As the Principal Program Coach Operations Manager, you’ll oversee the entire life cycle of our coach community while designing, developing and driving strategic initiatives to enhance the coach experience and our operational excellence. This role blends leadership, problem-solving, and cross-functional collaboration to ensure the success of our coaches, platform, and organization goals.

RESPONSIBILITIES: 

Own and Drive Strategic Vision

• 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

Operations and Process Improvement:

• 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.

Client-Centric Collaboration:

• 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.

Team Leadership and Talent Management:

• 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.

Issue Resolution and Cross-Functional Support:

• 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.

Requirements:

Education and Experience:

• 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).

Skills and Competencies:

• 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 d