Operations Manager – Global Strategic Accounts

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the daily operations of a significant global enterprise account.

• Recruit, onboard, oversee, and nurture the global Wellbeing Coordinator team.

• Direct contract coaches on a daily basis and ensure their activities align with the account's strategy.

• Allocate and schedule coaches for coaching sessions, live events, and fitness classes.

• Conduct team meetings and one-on-one sessions with coordinators and coaches.

• Supervise workloads and coverage across various regions and time zones.

• Cultivate areas of specialization for coordinators while ensuring core coverage is maintained.

• Take ownership of delivery standards for events, outreach initiatives, and results across different regions.

• Oversee campaigns, webinars, events, employee communications, coaching, and community engagement activities.

• Transform program roadmaps into regional delivery plans, priorities, and operational objectives.

• Create templates, checklists, and playbooks for scheduled tasks.

• Identify delivery challenges and coordinate swift responses for clients and participants.

• Monitor team availability, coaching utilization, and delivery obligations.

• Document completed work against contractual commitments and provide operational metrics for client evaluations.

• Assess regional performance of workshops, movement classes, webinars, and tabling initiatives.

• Make decisions regarding regional programming mix within the established roadmap.

• Maintain operational playbooks, trackers, procedures, onboarding resources, and escalation pathways.

• Facilitate access to Thrive and client systems in collaboration with IT and Security.

• Manage daily interactions and budgets with coaching vendors and contractors.

• Ensure contractor assignments stay within the agreed-upon scopes.

• Monitor service quality, participant feedback, and team performance metrics.

• Enhance workflows and team practices to improve delivery reliability and participant experience.

• Collaborate with Program Management, Account Leadership, Coaching Operations, People, Legal, IT, and Security.

⛳️ Requirements

• A Bachelor’s degree from an accredited institution is required.

• A minimum of 5 years in program or service delivery operations.

• At least 3 years of direct experience in people management.

• Reside in Europe or be able to consistently work hours that overlap with EMEA and APAC teams.

• Proven experience in leading and developing a distributed team across various regions or time zones.

• Background in overseeing ongoing client programs involving multiple activities, stakeholders, and delivery commitments.

• Experience in coordinating contractors or specialized service providers.

• Familiarity with planning coverage and capacity for a team.

• Capability to establish clear delivery processes, quality measures, and escalation channels.

• Experience in utilizing service data and participant feedback to enhance delivery.

• Proven ability to resolve issues with both client and internal stakeholders.

🏝️ Benefits

• Impact-driven mission.

• Opportunities for career growth and development.

• A supportive, human-centric culture.

• Wellness perks and benefits.

• Comprehensive medical, dental, and vision coverage.

• 401(k) plan with company matching.

• Generous paid time-off policies.

• Thrive Time: additional paid time off following major projects or intensive work periods.

• Performance-based bonuses.

• Equity opportunities.