Operational Lead - Systems & Delivery

Full-time · London, Hybrid (2 days in office) · Reports to Chief Experience Officer

BLOOM is a next‑generation career coaching platform on a mission to make high‑quality coaching accessible to everyone at work — not just leaders and executives. We combine human coaching with AI‑powered insight to deliver scalable coaching experiences to global organisations. Our offering spans 1:1, triadic, group, and 1:Many formats, and we’re continuing to evolve how people learn and grow at work.

The Role

We’re looking for an Operational Lead (Systems & Delivery) who thinks like a product person — someone who looks at how coaching is delivered and asks: what’s the system here, who are its users, and where is it breaking down? This isn’t a role for someone who maintains operations. It’s for someone who redesigns them — and then builds the systems that make the new design work at scale. You’ll own the operational engine behind Bloom’s coaching delivery: the workflows, tools, automations, and processes that allow us to run high‑quality coaching without everything running through a person.

How You Think About Operations

• You treat internal operations as a product — with users (coaches, CSMs, clients), friction points, iteration cycles, and a roadmap.
• You know when to automate, when to systematise, and when a better human process is the right answer.
• You ask "why does this process exist?" before you improve it, and you’re comfortable retiring things that no longer serve.
• When you spot a manual process, your first instinct is to understand it fully — your second is to design it out.
• You distinguish between "fix it now" and "build it properly", and you know when each is right.
• You build for the next 10x, not just the next quarter.
• You’re comfortable with ambiguity, but you create structure for the people around you.

What You’ll Own

• Own the end‑to‑end delivery infrastructure for Bloom’s coaching programmes across all formats.
• Audit existing workflows and identify where manual effort, inconsistency, or fragility exist.
• Design and implement automation and AI‑assisted processes that replace operational drag.
• Build the tooling and system logic that makes delivery reliable without requiring constant human intervention.
• Hold the balance between shipping now and building something that scales.

• Own the capacity model — how we forecast demand, allocate coaches, and respond when supply and demand are misaligned.
• Design the systems and communication frameworks that keep the coach network informed and performing.
• Maintain visibility across network health by region and format — and build the insight layer that surfaces problems early.
• Partner with Coach Growth Partners on performance and quality; own the operational decisions that follow.

• Define what "operational quality" means at Bloom, and build the systems that measure and maintain it.
• Improve how we identify, escalate, and resolve delivery issues — reducing time‑to‑resolution and increasing consistency.
• Ensure coach‑facing systems and communications reflect Bloom’s evolving delivery standards.

• Define what we track, why we track it, and what we do with it.
• Build reporting rhythms and dashboards that give the business genuine operational visibility.
• Translate data into decisions, not just summaries.
• Work closely with CS to provide qualitative insights to support account growth.

• Lead and develop a small, high‑impact team across operations, coach network, and quality.
• Build a culture of ownership, systems thinking, and structured proactivity.
• Create clear operating rhythms, expectations, and development paths within the team.

• Act as the operational interface between Coaching, Product, and Customer Success.
• Contribute to product decisions — especially where delivery and platform intersect.
• Lead operational readiness for new client launches, pilots, and format rollouts.

What We’re Looking For

• Background in operations, product, growth, or systems roles at a scaling company.
• Track record of redesigning — not just improving — operational workflows.
• Experience building or owning internal tooling, automation, or systems (not just using them).
• Comfortable working across Product, Customer Success, and Operations functions.

• Able to hold the architecture of a complex system in mind while fixing something specific.
• Strong instinct for where automation adds real value vs. where human judgment is irreplaceable.
• Comfortable designing workflows from scratch, not just optimising what exists.

• Experience managing and growing individuals or small teams.
• Creates clarity and accountability without needing to be in the room for every decision.
• Comfortable making calls with incomplete information.

• Entrepreneurial — spots opportunities, takes ownership, doesn’t wait to be asked.
• Practical and pragmatic — knows the difference between the ideal solution and the right solution for now.
• Strong communicator who brings structure to complexity without oversimplifying it.
• Brings energy and calm in equal measure.

• Exposure to coaching, L&D, or behavioural change environments.
• Experience using or building with AI / LLM‑powered tooling in operational contexts.
• Familiarity with workflow platforms such as Make, Zapier, Notion, or Airtable.

Why Join Bloom

• Play a central role in scaling a product that is reshaping how organisations develop their people.
• Work directly with senior leadership and have real influence over how Bloom operates and grows.
• Build systems that directly impact thousands of coaching users globally.
• Be the person who defines what operational excellence looks like at Bloom — not inherits someone else’s version of it.
• A culture of high ownership, honest feedback, and meaningful work.
• Hybrid working. London‑based. 2 days in office.