Operations Team Manager - Customer Support

We’re looking for a people-focused and data-driven Operations Team Manager to join Second Nature’s customer support team. You’ll 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 you’ll 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, we’re on a mission to eradicate obesity and type 2 diabetes by combining science, clinical rigour, and personalised member experiences.

We’re now the UK’s largest digital-health provider to the NHS, having been running for over 12 years.

After many years of loss making, we’ve 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. It’s an exciting and positive time to be joining the company.

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

If you’re 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, we’d love to hear from you.

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

• People who are smart, kind, and fun
• People who take the work seriously, but don’t take themselves seriously
• People who are very mission driven
• People who do what’s best for the company

Second Nature is very fast paced, with minimal bureaucracy. It’s chaotic and it feels like there are always fires burning. But things get done quickly. Some personality types thrive in this environment, and some don’t.

If you’re 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. That’s a lovely and inspiring work environment to work in where everyone around you is so passionate about what they do.”

What you’ll 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.

What we’re looking for

• 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 Fri…