Operational Lead Systems & Delivery

BLOOM
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 were continuing to evolve how people learn and grow at work.

Were entering our next phase of scale. Our clients include some of the worlds leading organisations and our product is growing faster than our current systems were designed to handle. Thats where this role comes in.

You can read more about what we do on our LinkedIn watch an overview of our product or read what the press has been saying.

The Role
Were looking for an Operational Lead (Systems & Delivery) who thinks like a product person - someone who looks at how coaching is delivered and asks: whats the system here who are its users and where is it breaking down

This isnt a role for someone who maintains operations. Its for someone who redesigns them and then builds the systems that make the new design work at scale.

Youll own the operational engine behind Blooms coaching delivery: the workflows tools automations and processes that allow us to run high-quality coaching without everything running through a person.

Youll 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. Youll 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 youve spent time in product operations or growth roles at a scaling company and youve built internal tooling redesigned delivery workflows or led automation projects wed 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
Were specific about this because it shapes everything about how this role works.

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 youre 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
Youre comfortable with ambiguity but you create structure for the people around you


What Youll Own

Delivery Systems & Automation
Own the end-to-end delivery infrastructure for Blooms 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 escalate and resolve delivery issues reducing time-to-resolution and increasing consistency
Ensure coach-facing systems and communications reflect Blooms 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
Working 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 Were 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 doesnt 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 elses version of it
A culture of high ownership honest feedback and meaningful work

Hybrid working. London-based. 2 days in office.


Application Form Questions

Q1 Automation and AI in operations
Describe a time you used automation or AI to meaningfully change how an operation worked not just to save time but to change the underlying model. What did you build what tools did you use and what did you deliberately keep manual and why
Q2 Designed from scratch
Tell us about a system workflow or internal tool that you designed or significantly shaped from scratch. What problem were you solving how did you think about the architecture of the solution and what would you do differently now
Q3 Your internal users
Think about a team or group of people whose experience of an internal system or process youve been responsible for. How did you understand what they needed How did you improve it for them
Q4 Working across teams
Give us an example of working across Product Customer Success or a similar function to deliver something operational. What was your role what tensions came up and how did you navigate them

Q5 Scaling something that was already working
Tell us about an operation or delivery model that was functioning well at one scale but started to break as demand grew. What changed what did you prioritise and what trade-offs did you make

The Interview Process
Stage 1 Initial Interview (3045 mins)
Focused on experience working style and role fit.
Stage 2 Deep Dive (60 mins)
Successful candidates will complete a short DISC profile and a Working with Me; document before this stage positioned as a collaboration tool not an assessment.
Youll also be asked to prepare a response to a short operational challenge shared in advance
Stage 3 Culture & Team Interview (45 mins)
With existing team and department heads
Stage 4 Offer - CEO / CFO (45 mins)