Operations Manager, Global Strategic Accounts
About the Role
The Operations Manager, Global Strategic Accounts oversees the day-to-day delivery of a large global enterprise account. This full-time role manages a distributed team of Wellbeing Coordinators and directs the work of contract Health Coaches assigned to the account. Working remotely in the United States, the Operations Manager enables coordinators and coaches to execute campaigns, live sessions, and other program activities across global regions. This role establishes clear expectations, resolves operational issues, and maintains consistent quality while accommodating local needs. The Operations Manager partners closely with the Program Manager on delivery plans and capacity, the Account Director on account priorities and escalations, and the Director of Coaching Operations on coaching standards and quality. While the Program Manager owns program scope and delivery timelines, the Operations Manager owns delivery execution, staffing assignments, and team capacity.
Key Responsibilities
Lead the global delivery team by hiring, onboarding, managing, and developing Wellbeing Coordinators, establishing clear expectations, providing regular feedback, and addressing performance concerns. Direct contract coaches day-to-day by setting program goals, defining success metrics, providing clear guidance on live events, and aligning coach activities with account strategy. Assign and schedule coaches across one-on-one coaching, live sessions, and fitness classes. Conduct regular team meetings and individual check-ins with coordinators and coaches. Manage workloads, coverage, and areas of specialty across multiple regions and time zones. Establish and uphold delivery standards for how events, outreach, and results are scheduled, tracked, and reported across all regions. Oversee the execution of campaigns, webinars, events, employee communications, coaching, and community activities. Translate program roadmaps into regional delivery plans, operational priorities, and measurable goals. Develop and maintain templates, checklists, playbooks, and operating procedures used by coordinators to prepare and run scheduled activities. Track team availability, coaching utilization, and upcoming delivery commitments to support capacity planning. Record delivered activities against contracted commitments and provide operational data for client reviews. Monitor regional performance across activity types, determine regional programming mix within the roadmap, and recommend roadmap adjustments when appropriate. Maintain operational trackers and coordinate access to internal and client systems with IT and Security teams. Manage day-to-day relationships and budgets for coaching vendors and contractors in partnership with People and Legal teams, ensuring work remains within contracted scope. Monitor service quality, participant feedback, and operational metrics, collaborating with internal leadership to resolve recurring issues and enhance delivery workflows. Exercise decision rights over coach and coordinator assignments, scheduling, regional programming mix, and delivery process changes, while escalating scope, budget, or headcount changes to the Account Director.
Qualifications
Bachelor’s degree from an accredited college or university. 5+ years of experience in program or service delivery operations. 3+ years of direct people management experience. Ability to consistently work hours that overlap with EMEA and APAC teams. Proven experience leading and developing a distributed team across multiple regions and time zones. Demonstrated experience overseeing ongoing client programs involving multiple activities, stakeholders, and delivery commitments. Experience coordinating contractors or specialized service providers while managing team coverage and capacity. Demonstrated ability to develop clear delivery processes, quality standards, and escalation paths. Experience using service data and participant feedback to resolve operational challenges and improve delivery performance.
Compensation and Benefits
Expected base salary range: $130,000 - $160,000 per year, dependent on factors such as experience and expertise. Eligibility for performance bonus and equity. Comprehensive health coverage, including medical, dental, and vision insurance. 401(k) retirement plan with organization match. Paid time off. Equal Opportunity Employer The organization is committed to creating a safe and welcoming work environment free of discrimination and harassment. Equal employment opportunity is provided to all employees and applicants regardless of race, color, religion, sex, national origin, disability, genetics, gender, gender identity, gender expression, sexual orientation, age, marital status, family or parental status, veteran status, or any other characteristic protected by applicable federal, state, or local law. Reasonable accommodations are available for qualified individuals with disabilities and disabled veterans throughout the application and employment process.