Director of Operations

About The Role

As the Director of Clinic Operations, you'll be at the helm of creating unparalleled experiences in the realm of luxury wellness. Your role is pivotal in orchestrating seamless operations, ensuring impeccable service delivery, and fostering a culture of excellence within our wellness sanctuary. Leading a team of dedicated professionals, you'll craft an environment where every member is enveloped in luxury, relaxation, and health optimization.

The Director of Clinic Operations will be responsible for overseeing the day-to-day operations of the clinic, managing staff and schedules, ensuring exceptional customer service, and maintaining budgetary goals. The Director of Clinic Operations will also collaborate with medical professionals to ensure the highest level of patient care.

What You Will Do

1. Leadership and Team Management:
   
   • Translate organization vision into an operational program, fostering the growth and development of a healthcare team while promoting a culture of excellence and accountability.
   • Inform strategic planning process, being accountable for the business unit OKRs. Establish, track and report on team KPIs and performance metrics that drive growth and profitability for the business.
   • Perform other duties as assigned. Will also serve as manager on duty at the Cardiff location.
2. Operational Excellence:
   
   • Oversee all aspects of day-to-day clinic operations at multiple sites: staff/patient scheduling, payroll, procurement, inventory management, facility maintenance, member experience.
   • Develop and implement policies and standard operating procedures (SOPs) to streamline workflow, enhance productivity, and maintain excellence in safety and service delivery.
   • Ensure compliance with regulatory guidelines and maintain high standards of quality, safety, and patient confidentiality.
   • Implement a continuous quality improvement system to respond to and exceed member expectations.
3. Member Experience Enhancement:
   
   • Champion a member-centric approach, continuously seeking opportunities to elevate the member experience, exceed expectations and foster member relationships.
   • Monitor and address member feedback and satisfaction metrics, identifying areas for improvement and implementing strategies to enhance member satisfaction and loyalty.
4. Marketing And Revenue Generation:
   
   • Collaborate with the marketing & sales team to develop and execute strategic initiatives to attract and retain members, drive engagement, increase conversion, and maximize revenue.
   • Drive the sales team performance and growth of the business unit; set and track KPIs for sales activities, revenue, profit, market share, member satisfaction, and retention.
   • Participate in Public Relations / Marketing events as needed, representing the brand.
5. Financial Management:
   
   • As the single accountable owner for the business P&L, develop and manage the annual budget for the clinics, overseeing revenue forecasting, expense management, and financial reporting.
   • Implement cost-control measures and revenue optimization strategies to ensure financial sustainability and profitability while maintaining a commitment to delivering exceptional member experiences.
6. Staffing And Human Resources:
   
   • Interview and hire employees with the appropriate skills to meet the business needs of the operation.
   • Develop, implement and maintain a health clinic new-hire and ongoing training program to equip staff with the skills to uphold the highest standard of care and customer experience.
   • Direct day-to-day and performance management of clinic administrative and clinical staff.
   • Solicit employee feedback, utilizes an "open door" policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
   • Ensure that regular ongoing communication is happening in all areas of responsibility to create awareness of business objectives and communicate expectations, recognizing performance, celebrating successes and producing desired business results.

What You Bring

1. Bachelor's degree in Hospitality/Healthcare Administration, Business Administration, or a related field (advanced degree preferred).
2. Progressive advancement in management roles in health and wellness management or luxury hospitality.
3. A proven track record of success in driving operational excellence and member satisfaction.
4. Strong leadership and team-building skills, with the ability to manage, motivate and empower team members.
5. Deep understanding of OKR framework and KPI tracking system.
6. Excellent communication and interpersonal skills, with the ability to interact effectively with members, team members, and stakeholders at all levels.
7. Sound financial acumen, with experience in budgeting, financial analysis, and revenue management.
8. Staff scheduling, facility and inventory management experience required.
9. Strong knowledge of healthcare regulations, compliance requirements, and quality improvement methodologies.
10. Demonstrated ability to launch and operationalize new programs or services.
11. Strategic thinker with a focus on achieving business goals and driving operational excellence.
12. Ability to thrive in a fast-paced, entrepreneurial environment with a strong sales acumen.

What We Offer

Join us in shaping unforgettable experiences and setting new standards of excellence in the world of luxury health spa operations:

1. Competitive base salary
2. Monthly IV services
3. Employees receive 30% discount on organization products and services
4. Accrued paid time off (including sick leave where applicable)
5. Eligible for Annual Performance Bonus Plan
6. Comprehensive health care benefits
7. Company reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Schedule & Hours

1. This is a full-time, on-site position.