44% Faster Coach Recruitment—With Potential for 91%
Nov 14, 2025
Streamlined coach recruitment and onboarding through a 60-day process redesign, reducing time by 44% (320 hours to 178 annually) and returning two weeks per year to four program leaders. Identified that future automation could cut time by 91%, saving up to 320 hours annually.
The Ask
CONTEXT
The results of a three day workshop with program leadership unveiled that the foundation of program was vulnerable. Services lacked accountable decision makers, low to no standards, and poor vision/strategy. Finally, leadership had a visual to explain why programmatic transformation had been stop and go for years, always able to launch, but never able to stick.
See all immature (red) and developing maturity (yellow) services below.
Image 1 - Service Map of Program, Image 2 - Maturity of each service (red for immature, yellow for developing maturity, green for mature), Image 3 - Service Maturity rating details
THE ASK
With the maturity model in hand, the Chief Operating Officer and Chief Transformation and Technology Officer requested that we mature and improve Coaching. The rationale? Coaching was one of the most memorable/highly rated aspects of Program by students (and highly associated to student retention), and if we could reduce organizational pain associated to running coaching, we would be able to free up time for other critical services that were understaffed.
The Ask: In a 60-day sprint, improve the maturity of our coaching service so that it is easier to run, achieves the same student outcomes, and frees up capacity for our organization to re-invest in other efforts to mature program.
The Reframe
Rather than choose a broad but shallow scope across the end-to-end coaching journey as expected, we narrowed our focus to completely redesign the first third of the coaching experience, including the people, process, tools, governance, and intentional change management.
Enterprise Design & Launch
COMPONENTS
PURPOSE & OUTCOMES
SOURCING
planning for how many, application process
PLAYBOOK
GOVERNANCE
COMMUNICATIONS & CELEBRATIONS
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Results
Outcome | Status | Description |
Time Savings |  | Achieved a process that takes 44% less time to run coach recruiting, enrolling, and matching (320 hours annually to 178 hours). Identified opportunity to reduce by 91% so that it would only take 28 hours total annually |
Do no harm to Student Retention (four prior cycles 80%) | | 81% Student Retention |
From 3 to 1 Coaching Playbooks for the Organization | | One 18 page playbook (Intro, Frameworks, Roles & Responsibilities, Processes, Communication Protocols, Resource Library) |
Achieve a 5:1 coach to coachee caseload | | Unlocks ability to establish structured and predictive staff capacity models vs current state which requires program staff step away from other duties to fill-in |
Increase in non-student-facing staff applications for coaching | | 122 non-student-facing staff applied to be a coach for the July 2026 class. That’s an increase of 45% |
Coach Training | | 273 coaches trained in a repeatable 90-minute training (Purpose, Frameworks, Goal Setting, Responsibilities, Documentation, Privacy) |
Coaching Purpose Statement | | One Purpose Statement (see above) used across all coaching materials |