Client Service Manager - Operations Lead

Job Description

Job Description

Description:

Why PALM Health?
PALM Health is an integrative medicine and wellness center offering a comprehensive range of medical, preventive care, mental health, fitness, nutrition, and spa services designed to improve our members’ overall well-being. We provide highly personalized, advanced preventive care and treatment, including attention to our members’ physical, emotional, and mental health. Our customized prevention and therapeutic programs integrate a highly innovative combination of proven disciplines. This is where you come to discover everything you need to attain, regain, and sustain health.

Position Summary: Client Service Manager | Operations Lead

The Client Service Manager oversees the Vitality & Recovery and the Facility & Environment Teams directly, and indirectly manages the Reception Team, ensuring seamless service execution, efficient operations, and exceptional customer service. This role is responsible for managing direct reports, leading team meetings, employee scheduling, and workforce planning to address call-offs and to maintain optimal Vitality Suite coverage. Additionally, this position oversees team training, performance evaluations, service quality assurance, customer service excellence, safety and cleanliness management, and overall operational efficiency within each of these departments.

The Vitality & Recovery Team is responsible for the following Vitality Services: Cryosauna, Haleotherapy, Steam and Infrared Saunas, BioMats, PEMF Mats, and Sound Focus.

Management of Direct Reports and Workforce Planning

· Directly Manages the Vitality & Recovery and the Facility & Environment Teams, overseeing day-to-day performance and ensuring adherence to company standards

· Serves as the primary point of contact for the Vitality & Recovery and the Facility & Environment Teams during operational hours, providing active floor supervision and support

· Provides ongoing team training on service delivery, safety, and customer service

· Develops, implements, and manages working schedules for the Vitality & Recovery and the Facility & Environment Teams to ensure optimal coverage

· Participates in the development and refinement of SOPs for the department, ensuring clear, effective guidelines for operations, service standards, and team responsibilities

· Guarantees adherence to SOPs by monitoring compliance, providing guidance, and reinforcing best practices within the Vitality & Recovery and the Facility & Environment Teams

· Monitors daily operations to confirm efficient workflow, addressing any gaps or challenges in real time

· Oversees time-off planning and coordinates Vitality & Recovery and the Facility & Environment coverage during planned absences

· Fosters a culture of accountability, professionalism, and exceptional care

· Provides coverage to allow for shift breaks and also to cover when there is an unexpected absence or scheduling need

· Aims to mentor and guide each direct report and to serve as a model for PALM Health’s cultural standard of being a Caring, Collaborative, Inspiring Leader Committed to Service Excellence

Required Qualifications

· Bachelor’s degree or equivalent experience in operations, hospitality management, or related field (Required)

· Minimum of 3 years of leadership experience in a health club, wellness center, spa, or similar setting (Required)

· Strong ability to manage and motivate teams with professionalism, clarity, and empathy

· Exceptional organizational, scheduling, and problem-solving skills

· Proven experience in implementing training programs and upholding company equality standards

· Proficient in operational workflows, safety protocols, and resource management

· Customer service-oriented mindset with excellent interpersonal and communication skills

· Ability to multitask, prioritize, and thrive in a fast-paced environment