Director of Operations

Director Of Operations

Brooklyn, NY

Full Time • Salary ($90k - $100k)

Are you a hospitality operations professional ready to bring your skills to a space where the work feels as good as the environment you'll help create?

We're a growing Brooklyn-based boutique Pilates studio group looking for a Director of Operations to lead the day-to-day health of our business. If you've spent your career managing teams, driving revenue, and delivering exceptional guest experiences in hotels, restaurants, or hospitality groups — you already know this job. Multi-unit operations, labor management, service standards, sales targets, and a relentless focus on the client experience. What's different is the culture. Wellness moves at a more intentional pace, the community runs deep, and the work you do has a direct impact on how people feel in their bodies and their lives.

This role will oversee Studio Managers across two locations, owns company-wide revenue goals, and serves as the connective tissue between our studio teams and ownership — with a competitive salary, performance bonus, health stipend, and complimentary classes included.

If you're a hospitality operator who's been looking for a reason to make the move to wellness — this is it.

Position Overview

The Director of Operations (DOO) oversees the day-to-day operational health of two Pilates studio locations, ensuring consistency, efficiency, and a high standard of customer service across the business. This role manages Studio Managers and support staff, owns sales and revenue targets at the company level, oversees instructor scheduling and onboarding, manages vendor relationships, partners with accounting on financial oversight, supports company-wide marketing/CRM efforts, and serves as the primary operational liaison between studio-level staff and ownership.

Reports To: Ownership / Founder

Direct Reports: Studio Managers (all locations); indirect oversight of studio support staff

Key Responsibilities

Studio Operations & Standards

• Oversee Studio Managers' day-to-day in-studio operations, maximizing efficiency, revenue and customer service across all locations
• Continually develop and refine protocols to support and elevate the studio's customer service standards and experience
• Enforce our policies, protocols, and procedures across all employees and contractors
• Oversee studio maintenance — equipment, props, interiors (plants, lighting, floors,furniture) — ensuring all locations meet brand appearance and organization standards
• Manage simple website changes (booking widgets, MBO Business settings)
• Manage MBO (Mindbody & Branded App) administration and troubleshooting
• Manage implementation of workflow and operational directives through Monday.com

Staffing & Team Management

• Hire Studio Managers in partnership with the Founder; hire and onboard all studio support team members independently, including discipline and termination when necessary
• Train all Studio Managers using the training manual; update and improve the manual as needed
• Create weekly workflows and direction for Studio Managers; provide feedback and edits on projects Studio Managers are working on
• Develop new policies collaboratively with Studio Managers as protocols evolve
• Develop new HR policies as needed
• Oversee Studio Managers during staffing emergencies and instructor/support staff callouts
• Provide direct backup coverage at the Private Sessions studio when the Studio Manager is unavailable
• Manage staff transitions across studios
• Communicate employee concerns immediately to ownership
• Manage instructor schedules and time-off requests
• Onboard new instructors and integrate them into the studio community
• Oversee and support Studio Managers when long-term clients are affected by instructor schedule changes

Finance & Payroll

• Process bi-monthly payroll for all studio locations
• Partner with the company's accountant and bookkeeper to monitor P&Ls and overall financial health of the business
• Identify cost-saving opportunities and flag financial concerns or trends to ownership

Sales & Revenue

• Own company-wide sales targets and revenue goals
• Develop strategies to increase revenue across services and products, leveraging Studio Managers and support staff as the team responsible for execution and client education on services and products

Marketing & CRM

• Own the overall social media content calendar, brand voice consistency, and account-level engagement (excluding real-time, in-studio content and comment responses, which Studio Managers handle locally)
• Maintain regular CRM upkeep — client data accuracy, list segmentation, and campaign support as needed

Inventory & Purchasing

• Oversee Studio Managers' ordering and receiving of cleaning and studio supplies at the location level; ensure clear records of volume, pricing, and ordering schedules are maintained
• Identify cost-saving opportunities across studios and standardize purchasing practices where possible
• Purchase inventory for the apothecary/retail offerings

Communication & Culture

• Serve as the first point of contact for all Studio Managers regarding MBO, client issues, or studio concerns
• Manage communication to all staff on policy changes, announcements, and procedure updates
• Manage the BIPOC scholarship program
• Act as an advocate for the business and contribute to a positive work environment across the community

Innovation

• Research and evaluate new technology and platforms to improve studio operations

Qualifications

Required

• 2+ years of experience operating or managing a service-based business, preferably in fitness, wellness, or hospitality
• Demonstrated experience managing a team of 3 or more, including hiring, onboarding and performance management
• Proficiency with booking and scheduling software (Mindbody or equivalent strongly preferred)
• Experience with payroll processing and working alongside accounting or bookkeeping professionals
• Strong organizational skills and comfort managing multiple priorities across more than one location
• Excellent written and verbal communication skills; able to represent the brand professionally across all channels
• Comfort with project management tools (Monday.com or equivalent) and CRM platforms
• Self-directed and capable of operating with a high degree of autonomy in a small-business environment

Preferred

• Experience in the boutique fitness or Pilates industry
• Familiarity with MBO (Mindbody) Business and branded app management
• Background in sales or revenue management with experience meeting or exceeding targets
• Experience with basic social media management and content scheduling
• Comfort with light website maintenance (widget updates, platform integrations)

Attributes

• Highly organized with strong attention to detail and follow-through
• Client-first mindset with a genuine commitment to exceptional service
• Collaborative, solutions-oriented, and calm under pressure
• Aligned with our values around community, inclusion, and movement

Compensation & Benefits

We offer a competitive compensation package designed to reward performance and support the long-term wellbeing of our team.

• Base Salary $90,000-$100,000 — commensurate with experience
• Performance Bonus - Quarterly bonus tied to company-wide revenue and sales target attainment. Bonus structure and thresholds to be outlined in the offer letter.
• Health Insurance Stipend - Percentage of monthly premium, paid alongside regular payroll, to support personal health coverage
• Phone Service - Monthly phone plan covered
• Pilates Classes - Complimentary access to classes across all studio locations

Full compensation details, including bonus thresholds and payment schedule, will be outlined in the formal offer letter.