Operations Manager – Global Strategic Accounts
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Job Description
Operations Manager leading distributed coordinators and contract coaches. Delivering Thrive Global’s AI-powered wellbeing programs for a major enterprise account worldwide.
Responsibilities:
- Oversee day-to-day delivery of a major global enterprise account
- Hire, onboard, manage, and develop the global Wellbeing Coordinator team
- Lead contract coaches day to day and align their work with account strategy
- Assign and schedule coaches across coaching, live sessions, and fitness classes
- Run team meetings and 1:1s with coordinators and coaches
- Manage workloads and coverage across regions and time zones
- Develop coordinator areas of specialty while maintaining core coverage
- Own delivery standards for events, outreach, and results across regions
- Oversee campaigns, webinars, events, employee communications, coaching, and community activities
- Convert program roadmaps into regional delivery plans, priorities, and operational goals
- Build templates, checklists, and playbooks for scheduled activities
- Identify delivery issues and coordinate rapid responses for clients and participants
- Track team availability, coaching utilization, and delivery commitments
- Record delivered work against contracted commitments and provide operational data for client reviews
- Monitor regional performance of workshops, movement classes, webinars, and tabling
- Make regional programming-mix decisions within the roadmap
- Maintain operational playbooks, trackers, procedures, onboarding materials, and escalation paths
- Coordinate access to Thrive and client systems with IT and Security
- Manage day-to-day relationships and budgets for coaching vendors and contractors
- Ensure contractor assignments remain within agreed scopes
- Monitor service quality, participant feedback, and team performance
- Improve workflows and team practices to strengthen delivery reliability and participant experience
- Partner with Program Management, Account Leadership, Coaching Operations, People, Legal, IT, and Security
Requirements:
- Bachelor’s degree from an accredited college or university required
- 5+ years of experience in program or service delivery operations
- 3+ years of direct people management experience
- Based in Europe, or able to consistently work hours overlapping with EMEA and APAC teams
- Experience leading and developing a distributed team across regions or time zones
- Experience overseeing ongoing client programs with multiple activities, stakeholders, and delivery commitments
- Experience coordinating contractors or specialized service providers
- Experience planning coverage and capacity across a team
- Ability to build clear delivery processes, quality measures, and escalation paths
- Experience using service data and participant feedback to improve delivery
- Experience resolving issues with client and internal stakeholders
Benefits:
- Mission-driven impact
- Career growth and development opportunities
- Supportive human-centric culture
- Wellness perks and benefits
- Medical, dental, and vision coverage
- 401(k) program with company match
- Generous paid time-off programs
- Thrive Time: additional paid time off after major projects or intense periods of work
- Performance bonus
- Equity
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