Operations Manager

Job Summary

The Operations Manager provides leadership and support to branch managers and staff, drives sales and customer satisfaction, monitors financial performance, and implements strategies to improve operational efficiency and business growth.

Key Responsibilities:

• Supervise and manage the daily operations of six spa branches.
• Ensure consistent implementation of company policies, procedures, and service standards.
• Monitor branch sales, productivity, expenses, and profitability.
• Lead, coach, and develop branch managers and employees to achieve performance goals.
• Oversee staffing requirements, scheduling, and workforce planning in coordination with HR.
• Ensure compliance with health, safety, labor, and regulatory requirements.
• Address customer concerns and maintain high levels of customer satisfaction.
• Analyze operational reports and KPIs to identify opportunities for improvement.
• Coordinate with HR, Finance, Marketing, and other departments to support business objectives.
• Conduct regular branch visits, audits, and performance reviews.
• Develop and implement strategies to increase revenue, improve service quality, and enhance operational efficiency.
• Manage inventory control, asset utilization, and cost management across all branches.

Qualifications:

• Bachelor's degree in Business Administration, Hospitality Management, Operations Management, or a related field.
• Proven experience in multi-branch operations management, preferably in the spa, wellness, hospitality, retail, or service industry.
• Strong leadership, people management, and decision-making skills.
• Excellent analytical, problem-solving, and organizational abilities.
• Proficient in operational reporting, budgeting, and performance management.
• Ability to travel regularly between branches and manage multiple locations simultaneously.

Reporting To: Senior Management / General Manager / Company Directors

Primary Goal: To ensure all six spa branches achieve operational excellence, customer satisfaction, revenue growth, and profitability while maintaining consistent service quality and compliance with company standards.