Operations Team Manager Customer Support

Were looking for a people-focused and data-driven Operations Team Manager to join Second Natures customer support team. Youll initially come in to lead a team of 10-15 calls team members who are responsible for improving our member outcomes for our NHS contracts. The role is remote/at-home but youll be expected to come into the London office once a month for meetings/workshops with the rest of the Operations Team Managers.

At Second Nature were on a mission to eradicate obesity and type 2 diabetes by combining science clinical rigour and personalised member experiences.

Were now the UKs largest digital-health provider to the NHS having been running for over 12 years.

After many years of loss making weve been profitable and sustainable for the last few years allowing us to make better medium and long-term decisions for the product internal systems and our team. Its an exciting and positive time to be joining the company.

As part of the operations team youll design and embed the systems and processes that enable us to scale high-quality customer support for our NHS and private services.

If youre a confident thoughtful leader with experience building and managing high-performing teams a genuine passion for health and wellbeing and a drive to make meaningful impact wed love to hear from you.

We have a very high-performing team at Second Nature. Wed describe the culture as a blend of:

• People who are smart kind and fun
• People who take the work seriously but dont take themselves seriously
• People who are very mission driven
• People who do whats best for the company

Second Nature is very fast paced with minimal bureaucracy. Its chaotic and it feels like there are always fires burning. But things get done quickly. Some personality types thrive in this environment and some dont.

If youre excited by working with a team where everybody is genuinely excellent Second Nature could be a great fit for you.

Summarised in a recent 2026 quote from a team member: Everyone has a strong work ethic works really hard and genuinely cares about the work they do. Thats a lovely and inspiring work environment to work in where everyone around you is so passionate about what they do.

• Lead and develop the Customer Support team creating a positive culture where people feel supported motivated and able to grow. We expect this to start with leading 10-15 team members in our outbound calls team.
• Manage day-to-day service delivery including rotas performance quality and capacity ensuring the team meets its goals while maintaining a high standard of customer experience.
• Run and oversee customer contact campaigns linked to engagement and milestone goals using performance data to keep the team focused and on track.
• Maintain clear effective processes and knowledge resources so the team can work consistently across multiple products services and customer groups.
• Use data customer feedback and team insight to identify recurring issues and improve how we work.
• Work with teams across Second Nature including Product Ops and Tech to resolve issues and feed customer insights back into the wider business.
• Support the rollout of new products processes and services making sure the team is prepared and equipped to deliver them effectively.
• Act as a point of escalation for complex customer issues safeguarding concerns and formal complaints while ensuring the requirements of our NHS partner and B2C services are met.

• Proven people management experience with a track record of developing and supporting teams
• Strong operational background - able to use data to identify bottlenecks inefficiencies and areas for improvement and translate insights into actionable solutions
• Excellent communication and feedback skills able to inspire support and drive accountability
• Proactive solution-oriented and resilient - not afraid to roll up your sleeves to make things happen
• Proven ability to drive continuous improvement by challenging existing ways of working and introducing new workflows or best practices
• Passion for health wellbeing and behaviour change and excitement about the role technology can play in transforming lives
• Confident working both autonomously and collaboratively in a fast-paced remote-first environment
• Strong tech literacy and comfortable working from a laptop 5 days per week (Monday to Friday) 40 hours per week

Hybrid vs remote working:

For most of the core London-based teams were in the office two days a week (Mon & Thurs).

The health coaching and customer support teams are fully remote.

The Operations Team Manager roles are generally a bit of a blend:

• The expectation is to travel into the office (White City/Wood Lane) once a month with the rest of the operations team managers for meetings and workshops
• Youre more than welcome to come to the office more often on Mondays and Thursdays but its not mandated

We also have a company policy/perk to allow people to work remotely in another country for up to 4 weeks at a time without needing formal approval; but this is typically more relevant for hybrid London-based roles.

Fundamentally were a mission-driven company. We started the company in 2014 to try and make a dent in the UKs obesity and type 2 diabetes epidemics.

Were now the largest provider of digital weight-management and lifestyle change services into the NHS. The majority of what we do is non-medication based: helping people purely with habit change and focusing on psychology but we deliver medication-support services both privately and in the NHS through more specialist weight-management services.

We view ourselves as a habit-change and psychology-driven company; a combination of edtech and healthtech. But weve learnt over the years that weve had to lean more into the weight loss / weight management branding as thats what most people are interested in.

Our goal is to take people on a journey to come to the conclusion that actually its more about healthy and sustainable habits and weight loss is one of the many outcomes of making positive lifestyle changes.

What were not: were not an online pharmacy or mens wellness brand that has pivoted into weight loss and habit change off the back of GLP-1 medications being released. Weve been delivering non-medication NHS services for longer than the majority of our newer competitors have existed as companies.

Some notes and stats:

• Weve positively changed the lives of 300000 people
• Were rated Excellent on Trustpilot by over 8000 of our members.
• Were the UKs largest digital health provider to the NHS
• Were now regulated by the CQC and deliver more specialist weight-management services in the NHS
• Were also a leading provider of private GLP-1 medication-assisted weight loss programmes
• We have an uncommonly high team retention in the startup/healthtech world: our team members stay with us for an average of 4.3 years

For transparency you can read our Glassdoor reviews with ushereand generally learn more about the company at and Chris Mike chatting here:

The world is moving fast in 2026 and AI is changing everything. These are four areas that we feel may be relatively unique to Second Nature in terms of your growth and development opportunities:

1. The opportunity to upskill across multiple business areas: because were a scale-up thats still in the start-up phase in parts of the business people have to wear multiple hats and get exposure to a broad range of skills and functions.
2. Increased responsibility and progression: that breadth naturally creates opportunities to take on responsibility and progress much faster than you might in a larger more established organisation where roles tend to be more siloed and progression more structured.
3. Working closely with founders and senior leaders: people are genuinely embedded in the core team and have day-to-day exposure to senior decision-makers. For example Mike (co-founder) working in Ops and Chris (co-founder) working in Product & Engineering means youre learning directly from experienced leaders rather than having layers of hierarchy between you and that experience.
4. Being part of how we use AI to transform the services we deliver: we want to be actively using AI to make our services as efficient and cost-effective as possible allowing us to support as many patients as possible while maintaining patient safety and GDPR standards. There are some really interesting problems to solve here and theres a great learning opportunity for people who are excited by AI innovation and figuring out how we can apply these technologies responsibly in a healthcare setting.

• Second Nature is a high-trust culture: we trust you to get the job done. While its hard work youll have flexibility over your working hours to fit around your lifestyle and personal commitments.
• We provide private medical insurance with Bupa (the best package 0 excess) after your first year with the company
• Youll have a CPD budget of 200/year
• Quarterly company meet ups/socials in London
• Salary sacrifice and cycle to work schemes
• Otherwise our general philosophy is to pay people more (and spend less on perks) and let individuals decide how they want to spend their money. The exception being where there is a very high ROI on a perk that cant be easily obtained individually: Bupa private health insurance being a key example.

Please complete the application form and attach your CV.

If we dont have a chance to get back to you were not intentionally being rude but please assume its a no for now!

Required Experience:

Manager