What are the responsibilities and job description for the Director of Operations position at JETSET Pilates®?
***MUST LIVE IN MIAMI, FL***
The JETSET Pilates Director of Operations is committed to the growth and development of their team and is passionate about sharing the brand and workout with others. The Director of Operations is a strong leader who is dedicated to cultivating relationships within the corporate Miami studios, as well as role modeling all of the qualities and attributes of an exceptional instructor.
The Director of Operations is expected to undergo the JETSET Pilates training program and instruct classes on an as-needed basis. The expectation of the Director of Operations is that in addition to teaching, they are in the studio during class times for a minimum of 20 classes each week.
The Director of Operations is a multi-faceted role, overseeing four studios (Edgewater, Sunset Harbour, Brickell, and Coconut Grove). They are responsible for all aspects of studio performance and growth and staff management, and overseeing the General Manager for Coconut Grove. They are accountable for ensuring that all areas of the business are fulfilled and are driven by achieving goals and continuing growth.
Director of Operations Duties and Responsibilities
Client Experience & Community Presence
- Ensure the delivery of positive customer service and a fitness experience consistent with the JETSET Pilates service standards.
- Ensure all client inquiries, issues, and concerns receive a positive and timely response from Studio Leads, and manage higher escalations when necessary
- Develop and execute local marketing and partnership initiatives to drive client acquisition and exceed studio-specific goals.
- Help plan and execute bi-annual sales or other initiatives as needed
- Foster relationships with the local health, fitness, and wellness communities as well as key influencers and potential corporate partners
Staff Management
- Oversee a team of 40 Instructors and 15 Studio Leads, addressing all staff questions and concerns
- Create, monitor, and optimize class and staff schedules making instructor schedule updates/changes where necessary
- Being a team leader, helping staff reach their potential and growing within the JETSET team
- Responsible for interviewing, onboarding, and overseeing new staff. Planning and coordinating an instructor training when necessary
- Provide feedback and guidance for instructors to help maintain class consistency and integrity throughout the corporate studios
- Oversee a team of instructor evaluators who ensure instructor’s classes are up to brand standards
- Prepare payroll reports and coordinate with the accountant/payroll firm on other necessary data to run bi-monthly payroll
- Oversee Studio Lead performance to ensure timely response of client questions, maintaining studio cleanliness, and upselling clients in the studio and CRM tool
- Plan and host team meetings and social events
Operations, Technology & Facilities Management
- Responsible for coordinating support for on-site emergencies including, but not limited to: reformer maintenance, A/C, other handy work, or any other urgent matters in the studio not listed
- Work closely with JETSET Franchising team and the founder on new initiatives
- Work closely with leadership to manage day-to-day operations of the studio, making sure all studios running efficiently and smoothly
- Ensure routine facility maintenance is conducted and invoices for external vendors are paid in a timely manner
- Run reports and analyze metrics on key performance indicators, including sales, utilization, retention, expenses, and payroll. Identify areas of opportunity and implement strategies to grow the corporate studios
- Maintain inventory for supplies, retail, and beverages as needed. Visit each studio weekly to check inventory and and conduct monthly inventory checks before end of month reporting
Qualifications
- 3 years of operations, consulting, and/or strategy experience
- Multi-unit management experience preferred
- Proven sales experience required
- Must be tech savvy and able to quickly learn new systems. Experience with Mindbody and CRM tools preferred
- Must have a car and be located in Miami, as this role will oversee studios in Edgewater, Brickell, Sunset Harbour, and Coconut Grove
- Ability to lead and inspire a large team across multiple locations
- An affinity and passion for luxury boutique fitness
- Comfortable addressing staff and client concerns in a confidential and professional manner
- Strong attention to detail and accuracy
- Ability to recognize areas of improvement and make changes using good judgment
