Senior Coach Operations Program Manager

BetterUp•San Francisco, CA

About The Position

Let’s face it, a company whose mission is human transformation better have some fresh thinking about the employer/employee relationship. We do. We can’t cram it all in here, but you’ll start noticing it from the first interview. Even our candidate experience is different. And when you get an offer from us (and accept it), you get way more than a paycheck. You get a personal BetterUp Coach, a development plan, a trained and coached manager, the most amazing team you’ve ever met (yes, each with their own personal BetterUp Coach), and most importantly, work that matters. This makes for a remarkably focused and fulfilling work experience. Frankly, it’s not for everyone. But for people with fire in their belly, it’s a game-changing, career-defining, soul-lifting move. Join us and we promise you the most intense and fulfilling years of your career, doing life-changing work in a fun, inventive, soulful culture. If that sounds exciting—and the job description below feels like a fit—we really should start talking. The Coach Operations team’s mission is to build a world class coaching network that represents our members and drives transformational experiences for them. As an Operations Manager, you will be responsible for supporting, enabling, and optimizing our global 4K+ coach network. You will be a thought leader leveraging data analysis and insights to evolve network management to achieve our company goals. You will also own day-to-day operations processes that make our coach network function. You will leverage the support system of vendors, automation tools, AI, and engineering to scale and improve operational efficiencies. You will thrive in this role if you: Think and operate at a strategic level — you don't just identify problems, you architect solutions, build the case for resources, and install repeatable mechanisms that embed improvement across teams Are data savvy and endlessly curious, having an uncontrollable urge to tinker and improve existing systems with data driven solutions and automation tools Think in process maps and game plans with a high attention to detail, acting as an extreme owner to coordinate workflows across multiple stakeholder groups and systems to deliver the optimal experience for the business and our coaches Are a decisive, confident leader — when faced with ambiguity or risk, you assess options quickly, make sound decisions with organizational impact in mind, and communicate your rationale clearly Build strong cross-functional relationships, including with senior stakeholders and VP-level partners, and leverage those relationships to influence decisions and drive alignment Model a customer-first mindset, anticipating and responding to coach, member, and partner needs — and actively encourage this mindset in others Thrive in a fast-paced, high-growth environment where collaboration, ownership, and adaptability are keys to success

Requirements

7+ years of relevant professional experience in operations, program management, project management, analysis, or strategy
Demonstrated ability to operate strategically and influence across organizational levels, including with senior stakeholders
Proven track record of identifying high-impact opportunities, building alignment, and driving durable improvements across teams or functions
Incredibly data savvy with a high level of proficiency in Google Sheets and Looker.
High levels of technical proficiency to learn new systems/tools and experience leveraging AI for operational efficiency
Strong execution skills, ability to consistently meet timelines, exceed expectations and operate from a sense of urgency, thriving in ambiguity and shifting business needs.
Excellent communication skills – can collaborate with and communicate findings and recommendations to both technical and non-technical audiences across all levels
A demonstrated ability to think like an owner and make effective prioritization decisions in a dynamic environment

Nice To Haves

SQL experience is a plus.

Responsibilities

Monitor coach capacity across various products and languages to determine gaps and develop staffing strategies partnering with Coach Recruiting, Coach Quality, and Sales teams
Set clear goals with measurable KPIs, proactively plan your work, and align priorities with team strategy and cross-functional partners; renegotiate commitments transparently when needed
Support key client launches by ensuring a healthy coach network and capacity readiness by completing various data analysis on the coach network and generating action plans to ensure a successful client launch.
Influence functional strategy: contribute meaningfully to goal-setting conversations, anticipate how business changes affect operations, and proactively propose solutions before problems escalate
Build and leverage relationships across the organization — including with VPs and cross-functional leaders — to drive sound decisions and remove barriers
Lead with a customer lens: represent coach, member, and partner needs in operational decisions, and model empathy-driven thinking in team conversations and project delivery
Be a thought leader in developing coach network optimization strategies to support the company’s future growth, leveraging data analysis and partnering with our Coach Science, Coach Quality, and Coach Platform teams