Managing Director Confidential New York, NY Job Details Full-time From $80,000 a year 1 hour ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Employee assistance program Vision insurance 401(k) matching Employee discount Referral program Retirement plan Qualifications Employee retention Marketing management Team development Marketing operations Process management Full Job Description About the Role You assume ownership of daily operations across all 4 locations of our spa so the business grows and runs beautifully — guests are amazed, staff are cared for, revenue climbs while expenses fall, and every process is tighter than it was the day before.

This is the second-in-command seat:

broad authority, real accountability, and the mandate to make us excellent every single day. You will lead through the location managers and oversee the full team beneath them — front desk, treatment staff, and support roles. Success is measured across five domains, and you own all of them. Reporting & Scope Reports to: Chief Executive Officer.

Direct reports:

Location managers, who lead their site teams; all other staff report up through the Director.

Locations:

Multiple sites — on-site presence at each with regular travel between locations.

Systems:

Meevo, Asana, and internal tracking sheets are the operating backbone of the role. The Five Domains You Own Everything in this role rolls up into five areas. They are the scorecard for the job: Guest satisfaction — amaze every client. Staff satisfaction — amaze the team, too. Revenue up, expenses down — grow the top line and protect the bottom line. Operations optimization — make the machine run cleaner every day. Related domains — HR, marketing, accounting, website, and branding. Key Responsibilities Client & Guest Experience Own the entire service-delivery journey for electrolysis, skin care + facials — from the first touchpoint to post-visit follow-up — and improve it continuously. Develop, track, analyze, and lift the client metrics that matter: retention, satisfaction, rebooking, and referrals. Follow, track, and resolve client complaints all the way through to full systemic resolution — fixing the root cause, not just the incident. Respond to reviews in real time: reward staff for positive reviews (with their manager cc'd), and drive negative reviews to a same-day plan of action. Monitor Meevo, Yelp, and Google with real-time alerts, and make sure managers own the response and run it through you as needed.

Oversee client issues with managers:

review progress and adherence, and review account-block rationales against the SOP. Walk the floor regularly to observe the real client experience firsthand. Staff, Front Desk & Team Leadership Protect team morale and drive retention across all locations.

Own front-desk performance:

monitor missed calls by shift and investigate any spike (e.g., no reason to miss calls with five FD staff on a Saturday), and spot-check call handling and client holds. Plan headcount and evaluate, approve, or deny staff workday and time-off requests. Work to decrease call-outs — ensure the system works as intended, that managers don't approve requests without justification or documentation, and review and approve every one. Confirm daily staff arrivals, note tardies and call-outs, and keep treatment rooms, laundry, and supplies prepped and ready. Location Manager Management Conduct performance reviews and disciplinary actions for location managers. Coach and mentor managers to continuously improve their performance. Structure KPIs and performance-review framework for managers — including the simplest possible way to aggregate the data. Arrange and organize the monthly management meetings. Operations & SOPs Execute time-based SOPs — a top priority for this role. Continue building knowledge based SOPs. Build, optimize, and maintain Standard Operating Procedures that scale, and identify and resolve operational gaps, redundancies, and inefficiencies across locations. Ensure consistent execution of brand standards and service protocols at every site. Own and manage current spa processes and programs: long-term staff schedules, inventory, scrubs tracking, secret-shopper and referral programs, and more. Manage and review all feedback, mishap, and call-out forms — ensuring each is handled correctly at the micro level and that system-level lessons are captured by managers and the organization. Establish and enforce a visit-notes process — ensure notes are written, and written correctly. Review what's new in Meevo each month and maintain a table of what's needed, not needed, or needed later. Ensure opening and closing checklists are followed, spot-check system compliance, and confirm no unresolved emails or voicemails remain at day's end. Revenue, Expense & P&L Manage location P&L and set high-level strategy on expenses, revenue, and overall finances. Grow revenue by increasing and diversifying customer-acquisition channels and improving retention. Review daily revenue against target, monitor utilization (percentage of booked hours), and track product sales and upsell performance.

Drive expenses down:

approve and monitor daily spend (supplies, meals, Instacart), oversee inventory control, credit cards, and the office budget. Monitor and improve existing services, review trends, and manage the launch of new services. Cross-Functional Leadership Oversee the related domains that keep the business whole: HR, marketing, accounting and bookkeeping, website, and branding. Own HR touchpoints day to day: onboarding + offboarding, PTO requests, and corrective actions, and ensure payroll accuracy. Track campaign ROI and marketing performance, and keep the secret-shopper program running. Keep inventory accurate and P&L healthy across locations. Security & Safety Own physical safety protocols and training, and internet/data safety across the business. What We're Looking For 5+ years of operations and/or multi-unit management experience, with a track record of running the day to day and improving it. Spa, med-spa, or wellness experience is a plus but not required — we care most about operational excellence and leadership.

Proven people leader:

you've built, coached, and held accountable a team of managers and frontline staff. Systems and process builder — you create SOPs that scale and you fix the root cause, not just the symptom.

Financially fluent:

comfortable owning a P&L, reading a daily revenue report, and making the call on where to spend and where to cut. Data-driven and organized — you turn scattered inputs into simple, trackable KPIs (comfort with tools like Meevo and Asana is a plus). High ownership and sound judgment — you can be handed the day to day and run with it, escalating only what truly needs the CEO. Willing and able to be on-site across multiple locations, with regular travel between them.

Pay:

From $80,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Paid time off Parental leave Referral program Retirement plan Vision insurance

Work Location:

In person