Health Coach Operations and Programme Delivery Manager

Job Description

The Role:We’re a growing health tech start-up that’s determined to make a big impact in the world. We’ve just launched our product in the UK and are looking for a Health Coach Operations and Programme Delivery Manager to build and lead a remote team of Health Coachesresponsible for delivering first class care to our user base. We’re looking for someone who’s comfortable managing ambiguity and dealing with uncertainty and occasional chaos.You’ll be someone that relishes these challenges and enjoys creating something from nothing, taking things that are not defined and operationalising them for scale and introducing well-defined processes.You’ll be used to this type of environment and able to demonstrate your ability to adapt and be flexible. You’ll love the challenge and be excited by what we’re building.Your responsibilities will include:• Healthcare programme design - working with a team of clinical experts and our product management team, you will help design, develop, and deliver our portfolio of virtual healthcare programmes• Develop programme content - working closely with our clinical team, review, research, improve and develop course content and new materials• Health coach recruitment and retention - lead on the selection and recruitment of new health coaches across a range of programme specialisms including physiotherapy, nutrition, sleep, yoga, Pilates, art therapy and mindfulness• Assess health coach accreditations, qualifications, compliance and scheduling according to each programme’s requirements, and our business needs. Maintain an accurate health coach information system.• Health coach onboarding - develop an onboarding programme and ensure coaches are thoroughly inducted and onboarded with the latest programme content, familiar with the latest software release and adopt best practice at all times• Health coach training - develop and improve training materials and ensure coaches have easy access to the latest guidance and best practice at all times• New user onboarding and delivery - working closely with our clinical experts and coaches, ensure new programme participants are onboarded according to their eligibility criteria and are treated with dignity, respect and confidentiality at all times• Deliver a first-class user experience - ensure feedback is shared with the product team to suggest new features and optimise the UX/UI of the platform for health coaches and programme participants• Help measure and optimise user engagement and participant outcomes - you’ll be uniquely placed to gather information directly and indirectly from health coaches and participants to feedback insights, anecdotes and improvements to the product team• Programme operations and efficiency - ensure that our health coach operations run smoothly and efficiently at all times• Performance management - set performance targets, provide feedback and conduct regular reviews of the coaching team that align with our vision, best practices and business objectives• Programme innovation - provide feedback to the product team to drive innovation in the way we onboard and train health coaches and introduce digital triaging and improve programme customisation• Team communications - ensure our team of clinical experts and health coaches are kept informed of new product developmentsSkills, Experience and QualificationsYou will have:• A bachelor’s degree and/or professional qualification in a relevant field such as operations management, healthcare management, public health or a related discipline• At least 3 years’ experience of running and managing remote operations and diverse delivery teams• Strong time-management skills and the ability to organise and coordinate multiple projects at once • A natural collaborator who enjoys working as a team• Able to excel under pressure, with meticulous attention to detail• Huge levels of pragmatism and common sense • Superb leadership and people management skills to motivate and support a remote team of health coaches• Experience providing constructive feedback and guidance to teams and individuals-Excellent written and verbal communications skills to convey program requirements, updates and product improvements simply and effectively- A high level of compassion, empathy and emotional intelligence- Ability to research and learn new domain knowledge quickly to become a subject matter expert in areas specific to your role e.g. Health coach recruitment, industry qualifications, accreditations and training standards- Good understanding and interest in digital technologies and software- Proficiency in Microsoft Office and other office productivity tools, with aptitude to learn new software and systems- Desire to work hard in a really interesting business to create success for the team and companyExtra credit if you:- Have worked in a tech startup, ideally in health-tech- Have knowledge of health coach accreditation, qualifications and compliance requirements- Programme development and delivery experience in a healthcare setting