Executive Love Coach - Program Manager

Role Overview

The Executive Love Coach and Program Manager is accountable for creating an outstanding client journey across all Love Strategies programs. This role is responsible for coaching quality, client satisfaction, service operations, and cross-functional execution so that every interaction meets company expectations and delivers strong results.

The position connects coaching, customer service, and product work, with a focus on performance, accountability, and ongoing improvement throughout the full client lifecycle.

Success Measures

• Client satisfaction score (NPS) should be 40 or higher.
• Mastermind scores must meet or exceed the target benchmark for both LA and Lux.
• Customer service response time should remain at the required standard.
• Lux retention and satisfaction should stay high through personalized support.
• Coaching performance should improve in a measurable way, with better outcomes across ELC delivery.

Leadership and Coaching

This role leads coaching operations and ensures the team delivers consistently high-quality support.

• Keep ELC coaching schedules organized, accurate, and optimized in Calendly.
• Review and quality-check one-on-one coaching sessions led by ELCs.
• Create and deliver ongoing training to strengthen coaching performance.
• Improve client outcomes and overall coaching effectiveness through measurable initiatives.
• Maintain a premium client roster to support workflow and help identify best practices.

Mastermind Oversight

• Manage smooth delivery of masterminds across Love Accelerator (LA) and Lux.
• Train ELCs so they can confidently and effectively lead mastermind sessions.
• Own mastermind scheduling, session themes, and continuous refinement.
• Step in to facilitate high-impact sessions whenever needed.

Community Engagement

• Stay actively present in the LA community, with QC participation at least three times per week.
• Ensure steady, thoughtful engagement in the Lux community.
• Spot engagement gaps and introduce strategies that increase participation and value.
• Manage the ELC engagement calendar so clients receive timely, high-level coaching.

Product and Program Improvement

• Contribute to the development of the Love Strategies product roadmap.
• Turn strategy into practical action across LA, Lux, community, and coaching.
• Keep cross-functional initiatives moving and ensure they are completed on time and to a high standard.
• Oversee the client AI experience, including integration, variable management, interaction design, prompt creation, and quality control across all platforms and programs.

Collaboration and Meetings

• Attend weekly one-on-ones with leadership.
• Participate in monthly product roadmap discussions.
• Join weekly ELC meetings.
• Hold weekly one-on-ones with ELCs for performance and development.
• Attend bi-weekly client services meetings.
• Participate in monthly company-wide meetings.

Quality Assurance and Feedback

• Own feedback loops across all client programs.
• Track survey results, identify patterns, and resolve urgent client issues.
• Prepare monthly reporting on client sentiment and performance against KPIs.
• Create and carry out corrective action plans for areas that are underperforming.

Customer Service Leadership

• Integrate customer service into the wider client services operation, including tools, systems, and workflows.
• Manage, train, and develop customer service team members.
• Handle escalated client questions and concerns with professionalism and care.
• Find the root cause of recurring issues and implement preventive fixes.
• Oversee receivables for Lux and Love Accelerator.

Talent Development and Hiring

• Recruit, onboard, and support the ramp-up of new Executive Love Coaches.
• Provide structured feedback and mentorship for ongoing growth.
• Build and improve certification and training systems for coaches.

Marketing Coordination

• Partner with Adam and the Head of Client Services on coaching and marketing initiatives.
• Schedule coaching talent to execute those initiatives.

Additional Information

This is a full-time, on-site role based in the United States.