Head of Care Delivery

We are looking for a Head of Care Delivery with 7+ years of experience to own client outcomes and lead the coach team at Kickoff, the first platform offering personal training and nutrition coaching covered by health insurance. You’ll be accountable for health outcomes, client and coach satisfaction, and retention. You’ll lead the Coach Success team and build the systems that help coaches deliver great care, at a company that’s grown 30x in the past year.

What will you be doing?

• Improve client experience and outcomes. Understand what helps clients make progress and what causes them to disengage. Turn client feedback, coach insights, and cohort analysis into improvements that increase retention, satisfaction, and health outcomes.
• Turn evidence into excellent everyday care. Work with our Clinical Board to refine care protocols and translate them into practical training, workflows, and quality reviews. Help coaches apply those standards consistently in sessions and between them.
• Lead the team that helps coaches thrive. Manage and support our Head Coach and Coach Success team to deliver an experience that makes great coaches want to build their careers at Kickoff.
• Design incentives that reward excellent care. Build compensation, client allocation, career progression, and recognition systems that align coach success with client results.
• Set a high bar for coach quality. Strengthen vetting, trial evaluation, and ongoing performance management. Give coaches clear expectations, useful feedback, and meaningful accountability for the experience they deliver.
• Shape products that make care better. Turn client and coach needs into clear opportunities for Product. Help design and test improvements, lead their adoption, and measure whether they make care easier to deliver and more effective.
• Use data and AI to continuously improve. Build practical systems for measuring outcomes, testing ideas, and learning from results. Use AI and automation to improve training, quality review, and support while preserving the human relationships at the heart of Kickoff.

Key Requirements

• A record of improving user experience in a complex service business. You’ve owned important, ambiguous problems in a growing (ideally tech-enabled) services business and can point to measurable improvements in retention, service quality, customer experience, or health outcomes.
• Strong people leadership. You’ve led teams and developed managers. You set clear priorities, give direct feedback, make thoughtful performance decisions, and build trust with the people doing the work.
• Experience designing incentives and performance management systems that drive results. You’ve designed or improved hiring criteria, incentives, performance management, training, or workforce operations, and understand how those choices affect both practitioners and customers.
• Exceptional analytical ability. You can build a model, work directly with data, interpret cohorts and experiments, and turn findings into action. You know when a metric is useful and when it needs closer investigation.
• Training, learning, & development experience. You’ve trained workforces to excel.
• Understanding of how to level up people with software and AI. You’ve worked with Product and Engineering to improve service delivery. You stay involved through implementation, adoption, and evaluation.
• Humility, ownership, leadership, and curiosity. No task is too big or too small for you. You move comfortably between strategy and detail, learn quickly, and act decisively with incomplete information. You combine high standards with empathy and a willingness to change your mind.

Nice to Haves

• Leadership in digital health, virtual care, nutrition, fitness, wellness, or behavior-change programs.
• You live and breathe wellness. You’re a biohacker or deeply engaged wellness practitioner who actively learns about exercise, nutrition, sleep, recovery, and behavior change. You can teach our team, critically assess evidence, and see possibilities for helping people that others miss.
• Hiring, selling, and onboarding experience in scaling a provider network, distributed workforce, marketplace, or another business where human service quality drives customer outcomes.