Operations Manager, Global Strategic Accounts

Accountabilities

Team Leadership and Development: Recruit, onboard, manage, and develop a global team of Wellbeing Coordinators. Establish clear responsibilities, performance expectations, and development goals while providing regular feedback and coaching. Lead contract Health Coaches in their day-to-day activities, communicate program objectives, guide live-session delivery, and align their work with account priorities.
Scheduling and Resource Management: Assign and schedule coaches across coaching sessions, live events, fitness classes, and other program activities. Manage workloads, coverage, and availability across regions and time zones. Develop specialized areas of expertise within the coordinator team while ensuring sufficient coverage for essential responsibilities.
Global Program Delivery: Oversee the execution of campaigns, webinars, events, employee communications, coaching sessions, and community activities across all regions. Translate program roadmaps into regional delivery plans, operational priorities, and measurable goals. Establish consistent delivery standards while allowing appropriate flexibility for local needs.
Operational Processes and Quality Standards: Develop and maintain templates, checklists, playbooks, procedures, onboarding materials, and escalation paths that support reliable execution. Ensure teams follow established processes for scheduling, preparation, tracking, and reporting, and promptly address operational issues that affect clients or participants.
Capacity Planning and Performance Tracking: Monitor team availability, coaching utilization, and upcoming commitments to support effective resource planning. Track delivered services against contractual commitments and provide accurate operational data for client reporting and business reviews. Evaluate the performance of different activities across regions and make decisions about regional programming within the approved roadmap.
Stakeholder Coordination and Escalation Management: Partner with the Program Manager to align delivery plans, capacity, and operational priorities. Collaborate with the Account Director on account priorities, resource requirements, and escalations. Resolve day-to-day delivery challenges independently, recommend roadmap adjustments when needed, and escalate changes involving contractual scope, budgets, or staffing.
Coaching Vendor and Contractor Management: Oversee relationships with coaching vendors and contractors, including day-to-day coordination, budget monitoring, and assignment management. Work with People and Legal teams on contracts and scopes of work, ensure assignments remain within agreed terms, and address performance concerns through appropriate channels.
Service Quality and Continuous Improvement: Monitor participant feedback, service quality, and team performance to identify improvement opportunities. Collaborate with program leadership to address recurring delivery issues, incorporate regional insights into future planning, and improve workflows to strengthen operational reliability and participant satisfaction.
Systems and Operational Governance: Maintain operational trackers, documentation, and account playbooks. Coordinate access to internal and client systems with IT and Security teams, ensuring teams have the tools and information needed to deliver services effectively.
Requirements
Education: Bachelor's degree from an accredited college or university.
Professional Experience: At least 5 years of experience in program management, service delivery operations, or a related field, including at least 3 years of direct people management.
Global Team Leadership: Demonstrated experience managing and developing distributed teams across multiple regions or time zones, with the ability to coordinate employees and contractors in a complex operational environment.
Program Delivery Expertise: Experience overseeing ongoing client programs involving multiple activities, stakeholders, regional requirements, and service commitments.
Operational Planning: Proven ability to manage scheduling, resource allocation, team capacity, coverage, and competing delivery priorities while maintaining service quality.
Process Development: Experience designing and implementing clear operational workflows, delivery standards, performance measures, documentation, and escalation procedures.
Contractor and Vendor Management: Experience coordinating external service providers, managing assignments, monitoring budgets, and ensuring work aligns with contractual expectations.
Data-Driven Decision-Making: Ability to interpret service delivery data, monitor performance indicators, evaluate participant feedback, and use insights to improve operational outcomes.
Stakeholder Management: Strong communication and relationship-building skills, with the ability to collaborate effectively with clients, internal teams, senior leaders, and external partners.
Problem-Solving and Accountability: A proactive, organized, and solutions-oriented approach to resolving delivery challenges, identifying risks early, and escalating decisions appropriately.
People Leadership: An empathetic leadership style that combines clear expectations, constructive feedback, team development, and accountability.
Regional Availability: Based in Europe or able to consistently work hours that overlap with teams in Europe, the Middle East, Africa (EMEA), and Asia-Pacific (APAC).
Benefits
Competitive Compensation: Expected base salary ranging from $130,000 to $160,000 per year, depending on experience and qualifications.
Performance-Based Rewards: Competitive total compensation package that may include performance bonuses and equity.
Healthcare Coverage: Medical, dental, and vision insurance.
Retirement Benefits: 401(k) retirement savings plan with an employer match.
Generous Paid Time Off: Paid time-off programs designed to support personal well-being and work-life balance.
Additional Recharge Time: Thrive Time, an additional paid-time-off benefit intended to help employees recover after major projects or particularly demanding periods.
Career Development: Opportunities to strengthen leadership capabilities, expand operational expertise, and contribute to strategic growth initiatives.
Wellness-Focused Culture: A supportive, people-centered environment that values employee health, mental resilience, and sustainable performance.
Meaningful Global Impact: The opportunity to help deliver programs that improve well-being, productivity, and engagement for employees across international organizations.