Operational Performance Coach
Job Description
Role Overview
The Operational Performance Coach plays a critical role in elevating frontline leadership effectiveness within a contact center and claims-focused environment. This role partners directly with operational leaders who are participating in a 7-week leadership bootcamp program (“Performance Sustain”) focused on coaching excellence, huddle effectiveness, employee engagement, and performance outcomes.
You will coach, observe, and provide actionable feedback to leaders as they apply learned concepts in real-time, helping translate leadership behaviors into measurable operational results.
Locations - San Antonio, Phoenix, Tampa
Key Responsibilities
- Coach a cohort of 5–10 operational leaders as they progress through a leadership development program.
- Observe leaders in live operational settings and provide timely, behavior-based feedback.
- Facilitate group sessions with up to 15 leaders, driving engagement and performance improvement.
- Reinforce and coach on:
- Effective coaching techniques and tools
- Delivering impactful daily huddles
- Building and sustaining team culture
- Understanding employee motivation
- Providing timely, actionable feedback
- Help leaders identify and address root causes impacting frontline employee performance.
- Connect leadership behaviors to business metrics and performance outcomes.
- Support a culture of accountability, engagement, and continuous improvement within a contact center environment.
What Success Looks Like
- Leaders demonstrate improved coaching effectiveness and team engagement.
- Observable improvement in huddle quality, feedback cadence, and team culture.
- Clear linkage between leadership behaviors and improved operational metrics.
- Strong adoption of tools and practices taught during the program.
Required Qualifications
- Experience in operational coaching, leadership development, or training facilitation.
- Background as a frontline manager or operational leader in a contact center, claims, or financial services environment.
- Strong understanding of business metrics and how leadership behaviors influence outcomes.
- Excellent verbal communication skills with the ability to provide constructive, real-time feedback.
- Proficiency in Microsoft Office tools.
Preferred Qualifications
- Claims operations experience.
- Financial services or contact center leadership experience.
- Prior experience as a facilitator, trainer, or leadership coach.
Ideal Candidate Profile
You are a seasoned operational leader or coach who understands the realities of frontline leadership. You are comfortable observing leaders in live environments, offering candid feedback, and helping translate leadership theory into practical, measurable results. You know how to influence without authority and drive meaningful behavior change that impacts performance.
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