Director of Operations and Member Services

Director of Operations and Member Experience

  Position Summary

The Director of Operations & Member Experience is a senior leadership role responsible for driving operational excellence, business performance, and a best-in-class member experience across all TruFusion studio locations. This leader partners closely with General Managers and corporate leadership to ensure consistent execution of company standards while developing scalable programs that increase member satisfaction, engagement, retention, and profitability.

The ideal candidate combines strong operational and financial acumen with a passion for hospitality, team development, and creating exceptional member experiences. They serve as the operational leader and champion of the TruFusion brand, ensuring every studio consistently delivers on the company's mission of wellness, community, and inclusiveness.

Key Responsibilities

Operational Leadership

• Provide strategic leadership and oversight for all studio operations across multiple markets.
• Establish operational standards, policies, and best practices that ensure consistency across all locations.
• Lead, coach, and develop General Managers to build high-performing leadership teams.
• Conduct regular business reviews, one-on-one coaching sessions, and regional leadership meetings.
• Ensure compliance with company policies, operational procedures, and regulatory requirements.
• Maintain studio readiness for audits, inspections, and operational reviews.

Member Experience & Hospitality

• Own the end-to-end member experience across every studio location.
• Develop and implement hospitality standards, member engagement initiatives, and enhanced service programs that strengthen loyalty and retention.
• Regularly evaluate the member journey to identify opportunities to improve service, remove friction, and elevate the overall studio experience.
• Monitor member satisfaction metrics, retention trends, reviews, and NPS results, implementing improvement plans where needed.
• Champion a culture of hospitality, accountability, and continuous improvement throughout the organization.

Business Performance & Financial Management

• Monitor and improve key business metrics including:

• Membership growth
• Revenue
• Retention
• Payroll
• Labor efficiency
• Operating expenses
• Member satisfaction

• Partner with General Managers to achieve sales goals and operational performance targets.
• Provide strategic direction for local outreach initiatives, membership campaigns, and community engagement.
• Support workforce planning, scheduling, payroll accuracy, and resource allocation.

Data & Performance Analytics

• Utilize data and analytics to evaluate operational effectiveness and member engagement.
• Develop dashboards and reporting that provide actionable insights to leadership.
• Identify trends and opportunities to improve studio performance through data-driven decision making.
• Track KPIs and create action plans to improve results across all locations.

Leadership & Talent Development

• Recruit, mentor, coach, and develop high-performing leaders.
• Establish clear performance expectations and accountability measures.
• Foster an engaged, collaborative, and service-focused culture.
• Support succession planning and leadership development initiatives.

Cross-Functional Collaboration

• Partner closely with Marketing, Programming, Finance, HR, Sales, and Executive Leadership to align operational priorities.
• Serve as the primary liaison between studio leadership and the corporate support team.
• Lead cross-functional initiatives that improve operational execution and member experience.
• Ensure consistent communication and execution of company initiatives across all studios.

Continuous Improvement

• Continuously evaluate operational processes and member experience programs for effectiveness.
• Research industry trends and introduce innovative ideas that enhance operational efficiency and member satisfaction.
• Pilot and scale new initiatives that support company growth and strengthen the TruFusion brand.
• Promote a culture focused on innovation, accountability, and operational excellence.

Qualifications

• Bachelor's degree in Business Administration, Hospitality, Fitness Management, or a related field (or equivalent experience).
• 7+ years of progressive leadership experience in fitness, hospitality, retail, or multi-unit operations.
• Demonstrated success leading multiple locations through General Managers or equivalent leaders.
• Proven ability to improve operational performance while delivering exceptional customer or member experiences.
• Strong financial acumen with experience managing budgets, labor, payroll, and profitability.
• Experience developing scalable operational systems and service standards.
• Advanced analytical skills with the ability to translate data into actionable business strategies.
• Excellent leadership, coaching, communication, and relationship-building skills.
• Passion for fitness, wellness, hospitality, and creating exceptional experiences.

Core Competencies

• Strategic Leadership
• Operational Excellence
• Member Experience
• Hospitality Mindset
• Financial & Business Acumen
• Data-Driven Decision Making
• Team Development & Coaching
• Cross-Functional Collaboration
• Change Management
• Process Improvement
• Communication & Influence

Work Environment

• Regular travel to studio locations.
• Frequent standing, walking, and interaction within studio environments.
• Ability to lift up to 50 pounds as needed.
• Prolonged periods of computer work and meetings.

This job description is intended to describe the general nature and level of work performed by individuals assigned to this role. Responsibilities may change as business needs evolve and are not intended to be an exhaustive list of all duties performed.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.