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- Tasks: Lead daily operations of our human coaching service and ensure top-notch support for users.
- Company: Join Numan, a fast-growing health tech company transforming healthcare with innovative solutions.
- Benefits: Enjoy flexible working, generous holiday, health insurance, and personal development budgets.
- Why this job: Be part of a mission-driven team making a real impact on people's health and wellbeing.
- Qualifications: Experience in operational management and strong people skills are essential; passion for health coaching is a plus.
- Other info: Diversity is key at Numan; we celebrate unique perspectives and strive for an inclusive workplace.
The predicted salary is between 43200 - 72000 £ per year.
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 Role
As 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 withVitality.
– 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.
– Wellhubmembership, 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.
Diversity at Numan
At Numan, people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring.
We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued.
Embracing diversity isn\’t just our goal; it\’s our strength, driving us towards a more inclusive future.
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Coaching Operations Lead employer: Numan Operations Limited
Contact Detail:
Numan Operations Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Coaching Operations Lead
✨Tip Number 1
Familiarise yourself with Numan's mission and values. Understanding how they empower people to take control of their health will help you align your approach during interviews and discussions, showcasing your passion for patient-centred care.
✨Tip Number 2
Network with current or former employees on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and operational challenges, which you can reference in your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved processes or managed change in previous roles. Highlighting your analytical mindset and ability to drive efficiency will resonate well with the responsibilities of the Coaching Operations Lead.
✨Tip Number 4
Showcase your people management skills by preparing anecdotes that demonstrate your ability to develop high-performing teams. This is crucial for the role, so be ready to discuss how you've empowered team members in the past.
We think you need these skills to ace Coaching Operations Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Coaching Operations Lead position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your operational management experience, particularly in coaching or healthcare settings. Use specific examples to demonstrate your people management skills and your ability to drive service quality.
Showcase Analytical Skills: Since the role requires an analytical mindset, include instances where you've successfully interpreted data or KPIs to inform decisions. This will show that you can handle the data-driven aspects of the position.
Express Passion for Patient-Centered Care: Make sure to convey your passion for patient-centered health coaching in your application. Share any relevant experiences or motivations that illustrate your commitment to improving patient outcomes.
How to prepare for a job interview at Numan Operations Limited
✨Understand Numan's Mission and Values
Before the interview, make sure you thoroughly understand Numan's mission of empowering people to take control of their health. Familiarise yourself with their five core values: Patients first, Learn Fast, Own the quality, Succeed together, and Care deeply. Be prepared to discuss how your personal values align with theirs.
✨Showcase Your Operational Management Experience
As a Coaching Operations Lead, your experience in operational management is crucial. Prepare specific examples from your past roles where you've successfully managed teams, improved processes, or driven service delivery. Highlight any relevant metrics or outcomes that demonstrate your impact.
✨Demonstrate Analytical Skills
Since the role requires an analytical mindset, be ready to discuss how you've used data to inform decisions in previous positions. Bring examples of KPIs or quality metrics you've worked with and explain how they influenced your strategies for improvement.
✨Prepare for Collaborative Scenarios
Collaboration is key in this role, so think of instances where you've worked effectively with cross-functional teams. Be prepared to discuss how you handle conflicts, manage complaints, and ensure smooth communication between different departments, especially in a healthcare or coaching context.