Head of Service Operations (Coaching)

We are looking to hire a dynamic, customer-centric, problem solver to lead our weight loss coaching service. You will report to the Director of Weight Loss, and manage a team of 50+ coaches. No prior experience in weight loss or coaching is required - we have in-house expertise and are looking for a leader to drive innovation, support 10x growth and deliver operational excellence.

In this role, you will leverage the expertise of the Head of Behaviour Change and Head of Coach Quality to craft and deliver a best in class, customer-first service that can transform the lives of hundreds of thousands of people.

This is a key builder and leadership role and it is a perfect fit for someone who wants to learn how to build and scale a service business from the ground up.

1 in 3 adults in the UK are living with obesity, many of whom have been failed by the diet industry with unrealistic and restrictive plans. Voy strives to be the last weight loss program our customers ever embark on. We support people with the most effective medication and coaching available, enabling them to build healthy, sustainable lifestyles.

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.

• 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

• Ideally overseen a period of intense growth

• Ideally with an interest or background in coaching or healthcare

SALARY & 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

• A fun and friendly working environment with sharp and motivated co-workers

• Join in the early stages of one of the most promising start-ups in the health & wellness space

ABOUT MANUAL and Voy

Voy is our specialist weight management service, part of the MANUAL family of brands. MANUAL delivers healthcare at scale thanks to its comprehensive digital clinic. Our ambition is to extend the healthy years of lives for a large part of the population in the UK, Brazil, and beyond focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.

MANUAL has steadily grown since inception and is now serving 500k+ patients, across 2 geographies. We are centralising the diagnosis, custom medications, doctor specialist services, behavioural change and fully vertically integrated management of the treatment journey, under one roof and consumer brand.

We’re destigmatising how people approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help proactively improve one’s health and wellbeing. A place that didn't exist until now.

Innovating on healthcare delivery, MANUAL provides patients with engaging treatment plans generating superior clinical outcomes: 90%+ of patients see an improvement in their Quality of Life (QoL) within 6 months. Our ambition is to extend the healthy years of lifespan for a big part of the population in the UK, Brazil and beyond,

After a $30 million Series A round, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion. This is an exciting time to join the UK’s fastest-growing healthtech and help supercharge our mission.

Website: 

https://www.manual.co/

https://www.joinvoy.com/

EQUAL EMPLOYMENT OPPORTUNITY

Menwell Limited, trading as MANUAL, is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of gender and gender reassignment, age, disability, race, religion or belief, sex and sexual orientation, pregnancy and maternity, marriage and civil partnership. We base all our employment decisions on merit, job requirements and business needs. This applies to all decisions related to hiring, training, remuneration, promotion and discipline.

We believe that a diverse and inclusive workforce is essential to our success. We are committed to creating an environment where everyone feels welcomed, valued and respected, regardless of their background, identity or beliefs. We believe that Inclusion, Diversity, Equity and Accessibility (IDEA) is essential to our ability to offer the best possible health outcomes to our patients and customers.