Operations Manager, Global Strategic Accounts

About the role

The Operations Manager oversees the day-to-day delivery of one of Thrive’s largest global enterprise accounts. This role manages a distributed team of Wellbeing Coordinators and directs the work of contract Health Coaches assigned to the account.

The Operations Manager enables coordinators and coaches to execute campaigns, live sessions, and other program activities across regions. They establish clear expectations, resolve operational issues, and maintain consistent quality while accommodating local needs. This role 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.

The Program Manager owns what the program delivers and when. The Operations Manager owns how it is delivered, who delivers it, and whether the team has sufficient capacity. Any unresolved conflicts or competing priorities are escalated to the Account Director.

How You'll Contribute

Lead the Delivery Team

• Hire, onboard, manage, and develop the global team of Wellbeing Coordinators.
• Set clear responsibilities and expectations, give regular feedback, and address performance concerns.
• Lead the contract coaching team day to day: set program goals, define what success looks like, give clear guidance on live events (what to present, when, and how), and align coaches' work to account strategy.
• Assign and schedule coaches across coaching, live sessions, and fitness classes.
• Run regular team meetings and 1:1s with coordinators and coaches.
• Manage workloads and coverage across regions and time zones.
• Develop areas of specialty within the coordinator team while maintaining coverage for core responsibilities.

Manage Program Delivery

• Own the delivery standards for how events, outreach, and results are scheduled, tracked, and reported across all regions. Approved regional flexibility sits within those standards.
• Oversee the day-to-day delivery of campaigns, webinars, events, employee communications, coaching, and community activities.
• Work with coordinators and coaches to turn the program roadmap into regional delivery plans, clear priorities, and operational goals.
• Build the templates, checklists, and playbooks coordinators use to prepare and run scheduled activities, and hold the team accountable to them.
• Maintain processes that support consistent delivery across regions.
• Spot delivery issues early and coordinate a quick response for the client and participants.

Own Capacity and Operational Decisions

• Track team availability, coaching utilization, and upcoming delivery commitments so the Program Manager can plan against capacity.
• Record what was delivered against contracted commitments and provide operational data to the Program Manager for client reviews.
• Monitor how each type of program activity (workshops, movement classes, webinars, tabling) performs by region, and own decisions on regional programming mix within the roadmap. Bring recommendations that change the roadmap to the Program Manager.
• Resolve day-to-day delivery issues. Flag requests that would change program priorities to the Program Manager, and changes to account scope or resources to the Account Director.
• Maintain the account’s operational playbook, including procedures, onboarding materials, and escalation paths.
• Maintain the team’s operational trackers and coordinate access to Thrive and client systems with IT and Security.

Oversee Coaching Operations and Partners

• Partner with the Director, Coaching Operations, who owns coach certification, coaching methodology, quality standards, coaching product operations (booking and platform issues), coaching usage reporting, and coachee pipeline and retention. The Operations Manager owns coach leadership, live event guidance, program mix, and regional programming decisions.
• Manage the day-to-day relationship and budget for coaching vendors and contractors, partnering with People and Legal on contracts and scope of work.
• Manage the day-to-day business relationship with coaching vendors and contractors, partnering with People and Legal on contracts and scope of work.
• Make sure assignments stay within each contractor’s agreed scope and route performance concerns through the appropriate channels.

Improve Delivery Quality

• Monitor service quality, participant feedback, and team performance.
• Work with the Program Manager to address recurring delivery issues and bring regionalfeedback into future plans.
• Improve workflows and team practices to make delivery more reliable and improve the participant experience.
• Partner with the Director, Coaching Operations on coaching quality concerns.

Who You Are

• You’re an empathetic people leader who sets clear expectations, gives useful feedback, and helps teams grow.
• You give regional teams room to make local decisions while maintaining consistent standards.
• You can coordinate employees and contract coaches to deliver a complex program reliably.
• You take ownership of delivery quality and look for practical ways to improve it.
• Decision Rights
• You decide: coach and coordinator assignments, scheduling and coverage, regional programming mix within the roadmap, delivery process changes
• You recommend: roadmap changes (to the Program Manager); vendor spend beyond plan (to the Account Director)
• You escalate: anything that changes contracted scope, budget, or headcount (to the Account Director)

Qualifications & Skills

• Bachelor’s degree from an accredited college or university required.
• 5+ years of experience in program or service delivery operations, including 3+ years of direct people management.
• 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, and 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, and resolving issues with client and internal stakeholders.

✨ What We Offer:

• 🌍 Mission-Driven Impact: Be part of a company that’s truly making a difference in people’s lives around the world.
• 🚀 Career Growth: Develop within the company and help shape our growth strategy.
• 💙 Human-Centric Culture: Thrive in a supportive environment with a range of wellness perks and benefits.
• 💰 Competitive Compensation: Enjoy a comprehensive and rewarding total compensation package.
• 🩺 Health & Financial Benefits: Medical, dental, and vision coverage plus a 401(k) program with company match.
• 🌴 Time to Recharge: Generous paid time-off programs designed to help you rest, reset, and recharge — including Thrive Time, a benefit unique to Thrive that gives employees additional paid time off after major projects or intense periods of work to truly recharge and recover.

Compensation

Base compensation for this role will likely fall in the $130,000-$160,000 range.

• Please note: We provide a competitive mix of salary, performance bonus, and equity. The final offer amount will depend on factors like experience, expertise, and may differ from the range above. This range also excludes additional benefits, such as 401(k), and medical, dental, or vision insurance.

Thrive is deeply committed to creating a safe and welcoming work environment free of discrimination and harassment so that all employees can bring their whole selves to work.