Second Nature
Operations Team Manager - Customer Support
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Operations Team Manager
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
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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 Friday), 40 hours per week
Hybrid vs remote working:
For most of the core London-based teams we're 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
- You're more than welcome to come to the office more often on Mondays and Thursdays, but it's 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.
The Company
Fundamentally, we're a mission-driven company. We started the company in 2014 to try and make a dent in the UK's obesity and type 2 diabetes epidemics.
We're 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 we've learnt over the years that we've had to lean more into the weight loss / weight management branding as that's what most people are interested in.
Our goal is to take people on a journey to come to the conclusion that actually it's more about healthy and sustainable habits, and weight loss is one of the many outcomes of making positive lifestyle changes.
What we're not: we're not an online pharmacy or men's wellness brand that has pivoted into weight loss and habit change off the back of GLP-1 medications being released. We've been delivering non-medication NHS services for longer than the majority of our newer competitors have existed as companies.
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Some notes and stats:
- We've positively changed the lives of 300,000+ people
- We're rated 'Excellent' on Trustpilot by over 8,000 of our members
- We're the UK's largest digital health provider to the NHS
- We're now regulated by the CQC and deliver more specialist weight-management services in the NHS
- We're 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 us here and generally learn more about the company at https://www.secondnature.io/our-story and Chris + Mike chatting here: https://www.youtube.com/watch?v=hRTAy88ZtYg
Four unique growth opportunities of working at Second Nature
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:
- The opportunity to upskill across multiple business areas: because we're a scale-up that's 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
- 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
- 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 you're learning directly from experienced leaders rather than having layers of hierarchy between you and that experience
- 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 there's 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
Benefits
Some perks:
- Second Nature is a high-trust culture: we trust you to get the job done. While it's hard work, you'll 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
- You'll have a CPD budget of £20
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