MedSpa Location Manager: Lead Ops & Guest Experience

Rockstar is recruiting on behalf of a growing multi-location medspa with a strong brand and devoted community. The client delivers high-quality aesthetic treatments and skincare services and is expanding its locations. They are looking for a Location Manager to take full ownership of their location's day-to-day operations. About the Role The Location Manager is the heartbeat of their location. They are responsible for ensuring the studio runs smoothly across four areas: Space, People, Process, and Performance. They own the front-of-house experience end-to-end — managing the Patient Coordinators and Medical Assistants, ensuring every client receives an exceptional experience, keeping the space pristine, and making sure every policy is followed. This is a hands-on leadership role. They lead from the floor, not from behind a desk. People & Team Management Manage, train, and hold the location team accountable — ensuring everyone meets their goals and delivers a consistently high standard of care and service Own day-to-day scheduling for front desk and MA coverage — ensuring the location is never understaffed or overstaffed Manage and coordinate provider schedules — optimize booking density, minimize gaps, and align staffing with demand Lead recruiting and onboarding for new team members at the location, ensuring they are fully trained on systems, scripts, and protocols Own and schedule ongoing team trainings Conduct regular 1:1s with direct reports, provide coaching, and flag performance concerns to the Regional Manager early Foster a positive, professional team culture — address conflicts quickly and fairly Run daily huddles and weekly team check-ins to review goals, share updates, and maintain alignment Client Experience & Retention Own the end-to-end client experience Own patient retention Ensure all client emails, messages, and phone calls are responded to within 24 hours Handle client complaints, disputes, and negative reviews — resolve directly when possible, escalate when needed Process & Compliance Ensure all company policies and procedures are executed correctly Audit transactions regularly for accuracy Manage inventory — track product levels, place orders, conduct regular counts, and minimize waste or shrinkage Ensure the location remains compliant with labor laws — breaks, time-card accuracy, and proper scheduling Implement corporate initiatives as directed and report on adoption and results Performance & Financial Accountability Track and drive location KPIs Review daily and weekly numbers and take immediate action when metrics are off-track Identify opportunities to increase revenue through upselling, improved booking density, and reduced no-shows/cancellations Manage the location's labor budget — optimize scheduling to hit payroll targets without sacrificing client experience Marketing, Events & Cross-Location Collaboration Partner with Marketing and PR to plan and execute in-location events, promotions, and community activations Work closely with other Location Managers to share best practices, support each other during busy periods, and maintain a consistent client experience across all locations Communicate location-level insights and client feedback to inform broader marketing and brand strategy Space & Facilities Ensure the location is clean, organized, and well-maintained at all times Conduct daily walk-throughs and enforce opening/closing checklists Coordinate repairs and maintenance — submit requests, source vendors, and follow through to completion Maintain supply levels for all treatment rooms and front desk What They're Looking For 4–6+ years of experience in medspa, aesthetics, beauty, wellness, hospitality, or retail, with at least 2 years in a supervisory or management role Experience managing front desk and/or clinical support staff Excellent communication skills — written and verbal — with the ability to lead meetings, coach team members, and interface with clients professionally Strong organizational skills — they keep a tight operation and nothing slips through the cracks A natural leader who leads by example — they are on the floor with their team, not just delegating Client-obsessed — they understand that every touchpoint matters and they hold their team to that standard Comfortable with data — they track KPIs and use them to coach their team and improve performance Proactive problem solver — they don't wait for things to break; they see an issue, they fix it Experience with scheduling/booking platforms (Boulevard preferred), POS systems, and Google Workspace Benefits Health, vision, and dental benefits PTO 401K Generous employee discounts on products and services Complimentary annual treatments Opportunity to grow within a respected, innovative medical aesthetics brand Being part of a team that values intention, integrity, and cutting-edge beauty care #J-18808-Ljbffr Rockstar