Operational Lead
Operational Lead (Systems & Delivery)
London (Hybrid – 2 days in office)
Up to £80,000 DOE
I’m currently partnering with a high-growth, tech-enabled organisation that is transforming how coaching is delivered at scale. As they enter a critical phase of growth, they’re looking to appoint an Operational Lead (Systems & Delivery) to build and scale the systems that underpin their global delivery model.
The Role
This is a high-impact leadership role sitting at the intersection of operations, product thinking, and systems design.
You’ll take ownership of the end-to-end operational engine, designing and implementing the workflows, tooling, and automation required to deliver high-quality services at scale.
This role is not about maintaining existing processes — it’s about redesigning how things work, building systems that reduce manual dependency, and enabling the business to scale efficiently.
You’ll work closely with senior leadership, particularly the Chief Experience Officer, translating strategy into structured, scalable execution, while collaborating with Product and Customer Success teams.
Key Responsibilities
Delivery Systems & Automation
- Own and evolve the delivery infrastructure across multiple service formats
- Audit and redesign workflows to remove inefficiencies and manual processes
- Implement automation and AI-enabled tooling to improve scalability
- Build systems that ensure consistent, high-quality delivery without heavy human intervention
Capacity & Network Management
- Develop and manage forecasting and capacity planning models
- Ensure effective allocation of resources across demand
- Build systems and communication frameworks to support a distributed delivery network
- Maintain visibility across performance, availability, and potential risks
Quality & Standards
- Define and embed operational quality standards
- Improve issue identification, escalation, and resolution processes
- Enhance consistency and reliability across delivery
Data & Insight
- Define key operational metrics and reporting frameworks
- Build dashboards and reporting to provide clear visibility across the business
- Translate data into actionable insights that inform decision-making
Leadership & Cross-Functional Collaboration
- Lead and develop a small, high-impact operations team
- Create structure, accountability, and effective operating rhythms
- Act as the link between Operations, Product, and Customer Success
- Support new client launches, pilots, and programme rollouts
What We’re Looking For
- Experience in operations, product operations, or systems roles within scaling environments
- Proven track record of redesigning workflows and building scalable systems
- Experience implementing or owning internal tooling, automation, or process architecture
- Strong systems thinking — balancing immediate needs with long-term scalability
- Ability to work cross-functionally across Product, Customer, and Operations teams
- Experience leading or developing individuals or small teams
Mindset & Approach
- Sees operations as a product — with users, journeys, and continuous improvement
- Challenges existing processes and is comfortable redesigning from first principles
- Understands when to deliver quick fixes vs. long-term solutions
- Brings structure and clarity to complex, ambiguous environments
- Comfortable making decisions with incomplete information
Nice to Have
- Experience with automation tools (e.g. Zapier, Make, Airtable, Notion)
- Exposure to AI / LLM-powered tooling in operational contexts
- Background in coaching, L&D, or behavioural change environments (not essential)
Why Join
- Play a key role in scaling a high-growth, purpose-driven product
- Work directly with senior leadership and influence core business operations
- Build systems that support global delivery at scale
- Define what operational excellence looks like in a modern organisation