Operations Lead
The Operations Lead is the driving force behind the performance, standards, and culture of a single Flow Studio location. Youll be responsible for ensuring that daily operations run seamlessly, clients receive an exceptional experience, and the studio consistently achieves its KPIs.
This role blends operational excellence, and excellent client servicing skills making you the key link between our brand promise and its daily delivery.
Key Responsibilities
Studio Operations Oversight
- Maintain premium cleanliness, readiness, and brand-standard presentation across all studio spaces.
- Proactively manage operational needs including repairs, equipment servicing, and inventory.
- Manage vendor relationships for cleaning, laundry, and maintenance, ensuring service quality.
- Enforce SOPs to ensure smooth daily operations and consistent brand experience.
Scheduling & System Management
- Oversee daily scheduling accuracy; ensure classes are covered and aligned with demand.
- Support troubleshooting for client payments, access, and class bookings.
- Ensure class descriptions and schedules are accurate and updated on all platforms.
- Oversee private session scheduling, instructor matching, and client onboarding.
Client Service
- Serve as the escalation point for client service issues at the studio.
- Monitor client communication across WhatsApp, phone, and email for timeliness and tone.
- Ensure a smooth, supportive journey for new clients and consistent service excellence for returning ones.
KPI Monitoring & Reporting
- Track and report studio performance metrics, including attendance, front desk conversions, and service quality (NPS & reviews).
- Provide weekly updates to management on studio performance and client trends.
Team Leadership
- Lead, coach, and motivate the studios Front Desk team.
- Conduct regular 1:1s and feedback sessions to maintain accountability and growth.
- Ensure staff are trained in SOPs, service etiquette, upselling, and client handling.
- Build a positive, high-performing studio culture that reflects The Flow Studios values: warmth, professionalism, and excellence.
Cross-Functional Collaboration
- Coordinate with Marketing on campaign rollouts and in-studio activations.
- Work with Teacher Development for instructor scheduling and support.
- Partner with Finance to manage operational budgets, expenses, and refund workflows.
Requirements
- 35 years of experience in fitness, hospitality, retail, or service-driven operations.
- Proven leadership in managing frontline staff.
- Strong organizational, numerical, and reporting skills.
- Excellent people leadership proactive, empathetic, and confident.
- Flexible to support evenings or weekends.
This is a leadership role for someone who thrives in a fast-paced, premium environment and wants to shape the client experience at one of The Flow Studios flagship locations.
