Operational Lead — Systems & Delivery
Full-time · London, Hybrid (2 days in office) · Reports to Chief Experience Officer
About Bloom
Bloom is a next-generation career coaching platform on a mission to make high-quality coaching accessible to everyone at work — not just leaders and executives. We combine human coaching with AI-powered insight to deliver scalable coaching experiences to global organisations. Our offering spans 1:1, triadic, group, and 1:Many formats, and we’re continuing to evolve how people learn and grow at work. We’re entering our next phase of scale. Our clients include some of the world’s leading organisations, and our product is growing faster than our current systems were designed to handle. That’s where this role comes in.
The Role
This isn’t a role for someone who maintains operations. It’s for someone who redesigns them — and then builds the systems that make the new design work at scale.
You’ll own the operational engine behind Bloom’s coaching delivery: the workflows, tools, automations, and processes that allow us to run high-quality coaching without everything running through a person.
You’ll work closely with the Chief Experience Officer, translating coaching experience strategy into functioning systems — and pushing back when the strategy needs to be more buildable. You’ll also work cross-functionally with Product and Customer Success, acting as the operational layer that connects them.
This role sits at the intersection of operations, product thinking, and systems design. If you’ve spent time in product, operations, or growth roles at a scaling company — and you’ve built internal tooling, redesigned delivery workflows, or led automation projects — we’d love to talk.
A background in coaching or L&D is helpful, but so is a fresh perspective on how this industry operates is something we actively value.
How You Think About Operations
- You treat internal operations as a product — with users (coaches, CSMs, clients), friction points, iteration cycles, and a roadmap.
- You know when to automate, when to systematise, and when a better human process is the right answer.
- You ask “why does this process exist?” before you improve it, and you’re comfortable retiring things that no longer serve.
- When you spot a manual process, your first instinct is to understand it fully — your second is to design it out.
- You distinguish between “fix it now” and “build it properly”, and you know when each is right.
- You build for the next 10x, not just the next quarter.
- You’re comfortable with ambiguity, but you create structure for the people around you.
What You’ll Own
Delivery Systems & Automation
- Own the end-to-end delivery infrastructure for Bloom’s coaching programmes across all formats.
- Audit existing workflows and identify where manual effort, inconsistency, or fragility exist.
- Design and implement automation and AI‑assisted processes that replace operational drag.
- Build the tooling and system logic that makes delivery reliable without requiring constant human intervention.
- Hold the balance between shipping now and building something that scales.
Capacity & Coach Network
- Own the capacity model — how we forecast demand, allocate coaches, and respond when supply and demand are misaligned.
- Design the systems and communication frameworks that keep the coach network informed and performing.
- Maintain visibility across network health by region and format — and build the insight layer that surfaces problems early.
- Partner with Coach Growth Partners on performance and quality; own the operational decisions that follow.
Quality & Standards
- Define what ‘operational quality’ means at Bloom, and build the systems that measure and maintain it.
- Improve how we identify, elevate, and resolve delivery issues — reducing time‑to‑resolution and increasing consistency.
- Ensure coach‑facing systems and communications reflect Bloom’s evolving delivery standards.
Data & Insight
- Define what we track, why we track it, and what we do with it.
- Build reporting rhythms and dashboards that give the business genuine operational visibility.
- Translate data into decisions, not just summaries.
- Work closely with CS to provide qualitative insights to support account growth.
Team Leadership
- Lead and develop a small, high‑impact team across operations, coach network, and quality.
- Build a culture of ownership, systems thinking, and structured proactivity.
- Create clear operating rhythms, expectations, and development paths within the team.
Cross‑Functional Collaboration
- Act as the operational interface between Coaching, Product, and Customer Success.
- Contribute to product decisions — especially where delivery and platform intersect.
- Lead operational readiness for new client launches, pilots, and format rollouts.
What We’re Looking For
Core Experience
- Background in operations, product, growth, or systems roles at a scaling company.
- Track record of redesigning — not just improving — operational workflows.
- Experience building or owning internal tooling, automation, or systems (not just using them).
- Comfortable working across Product, Customer Success, and Operations functions.
Systems Thinking
- Able to hold the architecture of a complex system in mind while fixing something specific.
- Strong instinct for where automation adds real value vs. where human judgment is irreplaceable.
- Comfortable designing workflows from scratch, not just optimising what exists.
Leadership
- Experience managing and growing individuals or small teams.
- Creates clarity and accountability without needing to be in the room for every decision.
- Comfortable making calls with incomplete information.
Mindset
- Entrepreneurial — spots opportunities, takes ownership, doesn’t wait to be asked.
- Practical and pragmatic — knows the difference between the ideal solution and the right solution for now.
- Strong communicator who brings structure to complexity without oversimplifying it.
- Brings energy and calm in equal measure.
Nice to Have
- Exposure to coaching, L&D, or behavioural change environments.
- Experience using or building with AI / LLM‑powered tooling in operational contexts.
- Familiarity with workflow platforms such as Make, Zapier, Notion, or Airtable.
Why Join Bloom
- Play a central role in scaling a product that is reshaping how organisations develop their people.
- Work directly with senior leadership and have real influence over how Bloom operates and grows.
- Build systems that directly impact thousands of coaching users globally.
- Be the person who defines what operational excellence looks like at Bloom — not inherits someone else’s version of it.
- A culture of high ownership, honest feedback, and meaningful work.
Hybrid working. London-based. 2 days in office.
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