Studio Experience Manager

Studio Experience Manager Location: In Person, New York City and Roslyn, NY Schedule: Monday–Saturday (Monday–Friday: 10:00 AM–7:00 PM | Saturday: 10:00 AM–6:00 PM) At Alts, we're redefining what modern tailoring looks like by combining exceptional craftsmanship with an elevated hospitality experience. We're looking for a Studio Experience Manager to lead the client experience, front-of-house operations, and overall daily execution of one of our studios. This is a true leadership role with ownership over the client journey, studio operations, administrative accuracy, and front-of-house team performance. As the Studio Experience Manager, you are responsible for ensuring every client receives an exceptional experience while keeping the studio running efficiently behind the scenes. You'll work in close partnership with the Tailoring Shop Manager, who leads the production team and garment craftsmanship. Together, you operate as one leadership team, balancing client expectations, operational excellence, and production capacity to deliver an outstanding experience from first fitting through final pickup. Reporting directly to the Studio Area Manager, you'll have the opportunity to build a high-performing team, develop future leaders, and make a measurable impact on the success of your studio. Responsibilities Client Experience Leadership Own the complete client journey from first appointment through final pickup. Create an elevated hospitality experience that reflects the Alts brand on every visit. Build long-term client relationships that drive loyalty, retention, referrals, and lifetime value. Resolve client concerns and escalations with confidence, empathy, and professionalism while following company policies. Turn service recoveries into opportunities to strengthen trust and client retention. Continuously evaluate and improve the in-store client experience through observation, coaching, and feedback. Lead by example, setting the standard for professionalism, warmth, and exceptional service. Studio Operations & Flow Own the daily operation of the studio, ensuring smooth client flow, appointment management, and front-of-house execution. Oversee appointment scheduling, check-in, checkout, client routing, and studio organization. Maintain visibility into production capacity and studio workload to support efficient scheduling. Ensure garments move accurately through every stage of the workflow, from intake through pickup. Maintain impeccable studio presentation, organization, cleanliness, and operational standards. Own opening and closing procedures while ensuring operational readiness throughout the day. Identify operational bottlenecks and implement solutions before they impact clients or production. Order Administration & Production Coordination Own the administrative accuracy of every order from intake through pickup. Ensure all garments, services, pricing, due dates, alterations, client notes, measurements, and special instructions are accurately entered into the POS system. Maintain complete and accurate documentation throughout the lifecycle of every order. Monitor production timelines daily and ensure ticket statuses remain accurate and up to date. Perform daily audits of upcoming due dates, overdue garments, production queues, and outstanding client follow-up. Proactively communicate production updates or delays to clients before concerns arise. Coordinate transfers, deliveries, pickups, courier requests, and special handling requirements. Ensure no garment is delayed due to administrative errors, incomplete documentation, inaccurate ticketing, or lack of communication. Maintain operational accuracy across all systems and ensure reporting reflects the true status of production. Team Leadership & Coaching Lead, coach, and develop the front-of-house team to deliver exceptional client experiences every day. Build a culture centered on accountability, professionalism, hospitality, and operational excellence. Conduct regular coaching conversations, performance reviews, and development planning. Create staffing schedules that support business needs while maximizing productivity. Train new team members on operational procedures, client experience standards, and company expectations. Reinforce policies, SOPs, and operational consistency through daily coaching. Hold team members accountable for performance, administrative accuracy, and service standards. Foster a positive, collaborative, and high-performing team environment. Partnership with the Tailoring Shop Manager Serve as the operational partner to the Tailoring Shop Manager, creating one unified leadership team for the studio. Meet daily to review production capacity, due dates, quality concerns, client priorities, and operational risks. Balance production needs with client expectations while protecting craftsmanship and delivery commitments. Identify at-risk orders early and implement recovery plans before client commitments are affected. Coordinate priorities between the front of house and production team to ensure seamless execution. Support production planning by maintaining accurate operational information and communicating changes quickly. Jointly own the studio's overall performance, including client satisfaction, operational execution, on-time delivery, quality, team performance, retention, and financial results. Who You Are A Hospitality Leader | You naturally create memorable experiences and understand that exceptional service is built through consistency, empathy, and attention to detail. An Operational Expert | You thrive in structured environments, enjoy building efficient systems, and understand that operational excellence creates exceptional client experiences. An Owner | You take responsibility for outcomes, not just tasks. You proactively identify problems, solve them quickly, and hold yourself accountable for results. A Coach | You enjoy developing people and creating high-performing teams through consistent feedback, accountability, and recognition. Calm Under Pressure | You remain composed during difficult client situations, competing priorities, and busy production periods. Detail-Oriented | You notice the small things before anyone else does. Accuracy, organization, and follow-through are second nature. Collaborative | You build strong partnerships across departments and understand that great client experiences require teamwork between operations and production. Qualifications 5+ years of leadership experience in hospitality, luxury retail, premium service, operations, or multi-service environments. Minimum 3 years of experience directly managing and developing teams. Demonstrated success managing both client experience and operational execution simultaneously. Strong experience with POS systems, scheduling platforms, ticket management, workflow software, or similar operational tools. Proven ability to manage multiple priorities while maintaining exceptional attention to detail. Experience analyzing operational performance and implementing process improvements. Outstanding communication, coaching, and conflict-resolution skills. Experience with Notion or similar operational platforms is a plus. Tailoring or fashion experience is not required; an appreciation for craftsmanship and quality is essential. How You'll Live S.C.O.R.E. Solve with Skill & Creativity | You anticipate problems, think critically, and develop practical solutions that protect both the client experience and operational excellence. Craft with Care | Whether reviewing an order, coaching a team member, or welcoming a client, you believe excellence lives in the details. Own the Outcome | You take full ownership of your studio's performance. When challenges arise, you solve them with urgency, accountability, and professionalism. Respect What Matters | You value clients, teammates, and craftsmanship equally, creating an environment built on trust, communication, and mutual respect. Elevate Every Experience | Every interaction is an opportunity to exceed expectations, strengthen relationships, and create lifelong clients. Why Join Alts? This isn't a traditional retail management position. As a Studio Experience Manager, you'll operate as one half of the leadership team responsible for an entire studio. While the Tailoring Shop Manager leads craftsmanship and production, you'll lead the client experience, operations, and business execution that bring everything together. You'll have real ownership over your team, your studio, and your results. Your leadership will directly influence client loyalty, operational excellence, team development, and business performance. If you're excited by the opportunity to build teams, lead operations, create exceptional experiences, and help shape the future of a rapidly growing company, we'd love to meet you. Alts