đź“Ť About Second Nature
We’re here to help people take control of their health. By bringing together behavioural science, technology, and incredible people, our grand mission is to eradicate the global epidemic of chronic lifestyle diseases once and for all.
Our digital habit change programme, delivered digitally through mobile and web apps – helps people to improve their lifestyle, lose weight, and ultimately reduce their risk for conditions such as type 2 diabetes.
- We've positively changed the lives of over 250,000 people
- We're rated 'Excellent' by over 7k of our members on Trustpilot
- We're growing extremely quickly & are now a profitable business
- We're one of the few consumer health brands that are commissioned by the NHS and leading health insurer, Vitality Health
- We're a leading B2C provider of GLP-1 medication-assisted weight loss programmes, and 1 of 5 NICE-approved providers to deliver these services within the NHS in the future
- Our team members stay with us for an average of 4.3 years
🎯 The Role: Operations Manager
We’re seeking a Operations Manager with a strong operational background to lead our Customer Support team and design the systems and processes that allow us to scale.
This role requires both people leadership and operational excellence. You’ll simplify complex workflows, reduce friction for your team, and use data to design smarter, more efficient ways of working. With responsibility across NHS contracts, B2C customers, and multiple products, you’ll bring clarity to complexity, ensuring service quality, compliance, and efficiency remain high.
You’ll be both strategic and hands‑on, delivering projects, building processes, and supporting the team to deliver consistently excellent service.
🛠️ What You’ll Be Doing
- Lead and develop the Customer Support team, creating a high‑performance culture where wellbeing and development are championed.
- Design and implement systems and processes that reduce noise, complexity, and inefficiency across multiple products and services.
- Work with Product, Ops, and Tech to deliver scalable solutions that support business growth and evolving service requirements.
- Use data to identify bottlenecks, inefficiencies, and areas for improvement, and translate insights into actionable solutions.
- Drive continuous improvement by challenging existing ways of working and introducing new workflows or best practices.
- Manage logistics support and ensure compliance with the varied requirements of NHS, partner, and B2C contracts.
- Own and deliver operational projects, ensuring new structures, services, or processes are implemented effectively.
- Act as the point of escalation for complex service issues, safeguarding concerns, and formal complaints.
- Maintain robust knowledge management systems so the team always has the right information to deliver excellent service.
✅ What We’re Looking For
- Proven experience as an Operations Manager or Senior Customer Support Manager in a complex, multi‑product service environment.
- Exceptional ability to simplify processes, build systems, and deliver operational solutions independently.
- Data‑driven mindset with a track record of using reporting and analysis to drive improvement.
- Strong written and verbal communication skills, comfortable engaging with stakeholders across all levels.
- Excellent people leadership skills, with proven ability to coach, inspire, and build high‑performing teams.
- Strong organisational and project management skills; able to juggle multiple responsibilities and set clear priorities.
- Proactive, solution‑oriented, and resilient in a fast‑moving environment.
- Experience working with NHS or partner contracts (a plus) and comfort handling compliance‑driven processes.
- Familiarity with Google Suite; Intercom or similar customer service software a plus.
đź’Ľ What We Offer
- An exciting job at a health-tech startup. You’ll be able to see first-hand the impact that we have on improving thousands of people’s lives and tackling the type 2 diabetes and obesity epidemic on a daily basis
- A competitive salary, alongside share options in a growing and profitable health-tech company
- 25 days holiday plus national holidays
- 2 days/week in our London office (for most core roles)
- Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone)
- ÂŁ200/year professional development budget, plus extra for role-specific training
- Salary Sacrifice and Cycle to Work schemes
- Quarterly in-person socials and company meet-ups
- A friendly, mission-driven team where your work really matters
