Strategy & Operations Manager

The role

Manage the operations of EHC’s remote coaching service, including member onboarding, coach matching, service quality and retention.

You’ll use member feedback, service data and commercial analysis to prioritise improvements. The role includes coordinating daily service issues, managing capacity and implementing process changes.

What you’ll do

• Manage onboarding and coach matching. Track handovers, resolve delays and ensure members and coaches receive the information they need.
• Track coach availability, workload and member demand. Identify capacity constraints and coordinate service coverage.
• Monitor service quality, member feedback, retention and cancellation reasons. Identify recurring issues and their causes.
• Implement operational improvements, assign responsibility and measure the results.
• Coordinate billing, cancellation and other member service queries in line with membership terms and the coaching team’s professional boundaries.
• Analyse costs, capacity and priorities. Recommend changes based on their effect on member experience and commercial viability.
• Maintain operating records, improve tools and processes, and manage access to member data.

What you bring

• Experience improving operations in a service business, membership model or comparable setting, with examples of changes you implemented and measured.
• Experience using spreadsheets and operational data to analyse capacity, costs, retention and service performance.
• Ability to prioritise competing work, assign responsibility and manage delivery.
• Clear communication with members and specialists, including knowing when to escalate an issue.
• Experience working independently and collaborating remotely, with accurate documentation and secure handling of confidential information.