Coaching Operations Lead

About Numan 
Founded in 2018, we’ve already grown to be a 200+ team distributed across the globe, united by a singular mission: empowering people to take control of their health.
Numan is transforming health: we’ve built a cutting-edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations. Giving people the tools they need to maximise life.
To deliver on our transformative mission, we are guided by our 5 company values: 
• Patients first.• Learn Fast.• Own the quality.• Succeed together.• Care deeply.
Backed by top-tier investors, Numan is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission!
The RoleAs a Coaching Operations Lead, you will play a critical role in the day-to-day operational delivery of our human coaching service. You'll work closely with other Coaching Team Leads to ensure coaching efficiency, service quality, safety, and impact. This role combines hands-on line management, data-driven oversight, and process leadership to ensure our coaching teams are empowered to deliver excellent, high-impact support to our users.

You'll be:

• 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).

We're looking for someone who has:

• 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.

It’s a bonus if you have:

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

Our benefits include...
📈  -  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. 🐥