Operations Team Manager - Customer Support

We’re looking for a people-focused and data-driven Operations Team Manager to join Second Nature's customer support team. You'll initially come in to lead a team of 10-15 calls team members who are responsible for improving our member outcomes for our NHS contracts. The role is remote/at-home, but you'll be expected to come into the London office once a month for meetings/workshops with the rest of the Operations Team Managers.

At Second Nature, we’re on a mission to eradicate obesity and type 2 diabetes by combining science, clinical rigour, and personalised member experiences. We're now the UK's largest digital-health provider to the NHS, having been running for over 12 years. After many years of loss making, we've been profitable and sustainable for the last few years, allowing us to make better medium and long-term decisions for the product, internal systems, and our team. It's an exciting and positive time to be joining the company.

As part of the operations team, you’ll design and embed the systems and processes that enable us to scale high-quality customer support for our NHS and private services. If you’re a confident, thoughtful leader with experience building and managing high-performing teams, a genuine passion for health and wellbeing, and a drive to make meaningful impact, we'd love to hear from you.

We have a very high-performing team at Second Nature. We'd describe the culture as a blend of:

• People who are smart, kind, and fun
• People who take the work seriously, but don't take themselves seriously
• People who are very mission driven
• People who do what's best for the company

Second Nature is very fast paced, with minimal bureaucracy. It’s chaotic and it feels like there are always fires burning. But things get done quickly. Some personality types thrive in this environment, and some don’t.

If you're excited by working with a team where everybody is genuinely excellent, Second Nature could be a great fit for you.

What you’ll do:

• Lead and develop the Customer Support team, creating a positive culture where people feel supported, motivated and able to grow.
• Manage day-to-day service delivery, including rotas, performance, quality and capacity, ensuring the team meets its goals while maintaining a high standard of customer experience.
• Run and oversee customer contact campaigns linked to engagement and milestone goals, using performance data to keep the team focused and on track.
• Maintain clear, effective processes and knowledge resources so the team can work consistently across multiple products, services and customer groups.
• Use data, customer feedback and team insight to identify recurring issues and improve how we work.
• Work with teams across Second Nature, including Product, Ops and Tech, to resolve issues and feed customer insights back into the wider business.
• Support the rollout of new products, processes and services, making sure the team is prepared and equipped to deliver them effectively.
• Act as a point of escalation for complex customer issues, safeguarding concerns and formal complaints, while ensuring the requirements of our NHS, partner and B2C services are met.

What we’re looking for:

• Proven people management experience with a track record of developing and supporting teams.
• Strong operational background – able to use data to identify bottlenecks, inefficiencies, and areas for improvement, and translate insights into actionable solutions.
• Excellent communication and feedback skills, able to inspire, support, and drive accountability.
• Proactive, solution-oriented, and resilient – not afraid to roll up your sleeves to make things happen.
• Proven ability to drive continuous improvement by challenging existing ways of working and introducing new workflows or best practices.
• Passion for health, wellbeing, and behaviour change, and excitement about the role technology can play in transforming lives.
• Confident working both autonomously and collaboratively in a fast-paced, remote-first environment.
• Strong tech literacy and comfortable working from a laptop 5 days per week (Monday to Friday), 40 hours per week.

Hybrid vs remote working:

• For most of the core London-based teams we're in the office two days a week (Mon & Thurs).
• The health coaching and customer support teams are fully remote.
• The Operations Team Manager roles are generally a bit of a blend:
• The expectation is to travel into the office (White City/Wood Lane) once a month with the rest of the operations team managers for meetings and workshops.
• You're more than welcome to come to the office more often on Mondays and Thursdays, but it's not mandated.
• We also have a company policy/perk to allow people to work remotely in another country for up to 4 weeks at a time without needing formal approval; but this is typically more relevant for hybrid London-based roles.

The Company:

Fundamentally, we're a mission-driven company. We started the company in 2014 to try and make a dent in the UK's obesity and type 2 diabetes epidemics. We’re now the largest provider of digital weight-management and lifestyle change services into the NHS. The majority of what we do is non-medication based: helping people purely with habit change and focusing on psychology, but we deliver medication-support services both privately and in the NHS through more specialist weight-management services.

We've positively changed the lives of 300,000+ people. We're rated 'Excellent' on Trustpilot by over 8,000 of our members. We're the UK’s largest digital health provider to the NHS. We're now regulated by the CQC and deliver more specialist weight-management services in the NHS. We're also a leading provider of private GLP-1 medication-assisted weight loss programmes.

Some notes and stats:

• We have an uncommonly high team retention in the startup/healthtech world: our team members stay with us for an average of 4.3 years.

Four unique growth opportunities of working at Second Nature:

• The opportunity to upskill across multiple business areas.
• Increased responsibility and progression.
• Working closely with founders and senior leaders.
• Being part of how we use AI to transform the services we deliver.

Some perks:

• Second Nature is a high-trust culture: we trust you to get the job done.
• We provide private medical insurance with Bupa after your first year with the company.
• You'll have a CPD budget of £200/year.
• Quarterly company meet ups/socials in London.
• Salary sacrifice and cycle to work schemes.