Remote Vacancy.

Reforma, an online program for body transformation, nutrition, and habits, is seeking an Operational Manager for the health coach team.

Reforma is an online program for women focused on transforming their bodies, nutrition, and habits. It integrates personal coaching, nutrition science, workouts, an app, tracking, work with coaches, and customer service into a unified system.

The team currently needs someone to take charge of the daily organization and control of the health coach team's work. This is not a classic project manager position focused solely on tasks and deadlines. We need a hands-on manager who understands what's happening within the team: how coaches work, their workload, where issues arise, which clients are at risk, and what needs to be done to achieve results. The program already has an expert methodologist. The main goal of this role is to make the team's work transparent, manageable, and stable.

Responsibilities:

• Organize the daily work of the health coach team.
• Onboard new coaches: conduct onboarding, introduce them to Reforma standards, CRM, and internal processes.
• Monitor the initial weeks of new specialists' work and provide feedback.
• Assign clients to coaches and monitor schedules, workloads, substitutions, and availability.
• Maintain a regular plan-vs-actual report for each coach: active clients, meetings, at-risk clients, renewals, and current issues.
• Conduct team meetings, one-on-one sessions, and case reviews for complex client situations.
• Ensure adherence to coaching standards, deadlines, and agreements.
• Conduct spot checks of calls, correspondence, client plans, and internal notes.
• Provide feedback to coaches and oversee the resolution of identified issues.
• Handle escalations from support and coaches, and see situations through to resolution.
• Identify at-risk clients before complaints, requests for refunds, or program discontinuation.
• Participate in candidate approval with the HR department and the adaptation of new health coaches.
• Keep regulations, instructions, checklists, and the team's knowledge base up-to-date.
• Analyze recurring problems and propose improvements to coaching processes.

Requirements:

• Experience managing a team of coaches, curators, mentors, or client support specialists.
• Experience in organizing and controlling the daily work of specialists.
• Ability to work with metrics, schedules, workload, and plan-vs-actual analysis.
• Ability to monitor work quality and provide direct, reasoned feedback.
• Willingness to dive into complex client situations and see them through to resolution.
• Strong structural thinking, independence, and responsibility for team results.

Will be a plus:

• Experience in fitness, wellness, or nutrition.
• Experience as a senior coach, head of curators, or client support manager.
• Understanding of client retention and renewal mechanisms.
• Experience with CRM systems, apps, trackers, or internal platforms.

What definitely won't work:

• If you only want to focus on tasks and deadlines, not managing people.
• If you are uncomfortable monitoring employees, analyzing mistakes, and demanding adherence to agreements.
• If you are not prepared to regularly delve into calls, correspondence, and real client situations.
• If metrics, schedules, workload, and plan-vs-actual analysis seem like unnecessary bureaucracy to you.

The Company Offers:

• Remote work format, 5/2 schedule.
• Opportunity to influence the team's performance and the client experience of a program with thousands of participants.
• Cooperation format: project-based work / civil contract / self-employment / sole proprietorship.