Operational Lead - Systems & Delivery

Operational Lead — Systems & Delivery

Full-time
· London, Hybrid (2 days in office)
· Reports to Chief Experience Officer

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 ’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.

We’re looking for an Operational Lead (Systems & Delivery) who thinks like a product person - someone who looks at how coaching is delivered and asks: what’s the system here, who are its users, and where is it breaking down?

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.

• 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

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…