Client Operations Manager

Playbook Operations Manager

Salary: $130-150K. With top performance, you are also eligible to become a shareholder in our company and earn equity.

Benefits: FREE employee-only medical coverage under one of our plans. FREE short-term disability and FREE life insurance coverage. Plus, a 4% employer match with our 401(k). Other incredible benefits HERE.

Location: NYC Metropolitan Area

Reports to: Director of Client Delivery

Your Mission:

Your mission is to oversee day-to-day service delivery at multiple client locations. Upon hire, you will manage locations across the country. For each of our sites in these cities, you will manage and support your onsite host teams, ensuring high-quality operations that align with client expectations and our company standards. Think of your role as the essential bridge between the frontline team members that you manage (our hosts) and our leadership team.

Your Legacy:

As a result of your time in this role, you supported Playbook in exponential growth nationwide. You were able to retain both your clients and host teams, and the way your team performed elevated the bar for the rest of our company. Your leadership played a pivotal role in reshaping the workplace experience, proving that office spaces can do more than function; they can inspire.

What You're Responsible For:

• Team Leadership & Site Operations: Oversee and inspire host teams (including experience directors, event managers, and fitness team members) across multiple client locations, creating a culture where team members feel supported, motivated, and excited to grow. Ensure seamless daily operations that meet both company standards and client expectations. Conduct regular site visits and virtual check-ins to maintain high service quality and team engagement. Partner with the People Team to hire top talent and deliver exceptional onboarding experiences.
• Client Relationship Management: Act as the primary operational contact for client stakeholders at each location, typically property or asset managers. Build strong, trust-based relationships through consistent communication and proactive issue resolution. Identify potential risks, service gaps, or concerns and escalate them to the Strategic Advisor to ensure client satisfaction and long-term partnership success.
• Performance Monitoring & Reporting: Track and analyze key performance indicators (KPIs) across all sites to measure success and identify areas for improvement. Prepare and deliver monthly and quarterly operational updates for both internal teams and external stakeholders. Leverage data and client feedback to inform continuous improvement strategies and enhance overall service delivery.
• Program Implementation & Process Improvement: Lead the rollout of new initiatives, policies, and operational enhancements across host teams to drive consistency and excellence. Ensure strict adherence to standard operating procedures, brand guidelines, and compliance requirements. Collaborate closely with cross-functional teams to optimize performance and elevate the overall client and tenant experience.

Who You Are - Baseline Expectations:

• You have 5+ years of experience in operations, hospitality, facilities, or client services—preferably in a multi-site or field management role. You come from industries that are focused on people - not products.
• You have at least 3 years of experience managing full-time team members, with demonstrated ability to motivate and lead high-performing teams.
• You have experience serving as the primary point of contact for multiple client stakeholders across various locations and time zones.
• Experience managing budgets, interpreting P&L reports, and confidence in using these to create and present operational and financial reports summarizing key metrics and trends.
• You are familiar with and/or passionate to learn about the commercial real estate ecosystem. This includes understanding our key stakeholders (Asset Management, Leasing, Property Managers, Facilities, Security) and landlord priorities (leasing, operational expenses, etc.).

Who You Are - Core Competencies:

• You're obsessively client-centric. You prioritize partner needs, ensuring their success and fostering long-term relationships. You have led effective client meetings that deliver value and contribute to strong partner relationships. You have effectively managed the customer lifecycle, including onboarding, steady state, renewals, growth, and expansion.
• You're a thoughtful communicator. You have been responsible for all client communication, including scheduling and leading meetings and closing the loop on all next steps to ensure everyone feels informed, heard, and aligned.
• You embody our brand. You represent our company with professionalism and expertise, building trust and championing our brand mission and values. You have served as a trusted advisor to clients, providing strategic direction and ensuring the delivery of value across our products and services.
• You're a strategic thinker. You make data-driven decisions with a long-term focus to drive customer and business growth. You have served as a trusted advisor to clients, providing strategic direction and ensuring the delivery of value across our products and services.
• You're an exceptional leader and coach. You have managed high-performing teams in the past and have provided exceptional feedback, coaching, and support to them that ensured they were highly successful. Your previous direct reports say you're one of the best leaders they've had the privilege of working for.
• You're remarkably organized. You efficiently manage tasks, projects, and resources, ensuring timely and accurate support for our partners and Hosts. You can thrive in a dynamic, fast-paced, collaborative startup environment.

Our Core Values:

Playbook's culture is based on a shared respect for our lived values HERE. Fit with our values is a critical component of our hiring process, and you and all of our colleagues are expected to live our core values in interactions with team members, customers, and stakeholders. An assessment of how you have exhibited our values is also an important part of your performance review process.

Our Commitment To You:

Playbook is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We know the more inclusive we are, the greater our impact will be!

A Quick Note About Salaries:

We list salaries based on a few key factors. These include location-specific budgets, market trends, team size, and the scope of the building. Since we're a national company working with office properties of all shapes and sizes, the listed salary is tailored specifically to this role and may differ from similar-titled roles on our Careers Page. Curious or want to chat more about it? We promise to be open and transparent about these details throughout our interview process.