General Manager of Sales & Operations

General Manager of Sales & Operations – Full Time We are expanding our network of locations and growing membership, and we are looking for the best talent to join our team. This is an energetic role that requires a passion for finding new business and solving people’s and business challenges with high-value solutions. Key Objectives Overall P&L responsibility encompassing total lab performance including revenue and cost control in the areas of event sales & delivery, membership sales, marketing and community outreach, and responsibility for increasing membership, event and meeting room reservations. Deliver on customer service promises and hospitality approach through development and management of the lab team to go above and beyond for our members. Run a high‑performing lab operation delivering on revenue, cost and profit goals while providing a memorable experience for members each day. Build and manage a strong pipeline to ensure achievement of location revenue goals. Financial Performance Achieve financial targets and monthly quotas related to membership, event sales, additional services and meeting room bookings. Evaluate financial performance based on revenue, cost performance to budget, and profitability of the lab through successful P&L management. Participate in business reviews, account for financial performance and agree upon actions required to improve performance. Review controllable lab‑level costs and ensure performance to budget, periodically review pricing and service level with local vendors for optimal margin performance. Sales Responsibilities Conduct excellent tours of the lab according to brand standards. Use Salesforce in compliance with the sales process SOP. Generate a strong pipeline by connecting and cultivating relationships with brokers, influencers, CRE professionals and major local employers. Articulate key brand differentiators. Work with marketing on messaging and outreach to prospects. Handle objections masterfully. Make cold calls and contact prospects with agreed activity cadences in Salesforce. Identify immediate needs from relationships that require development. Issue proposals and follow up on immediate business needs from accounts and outreach. Manage renewal processes to retain customers at the right price and margin. Maximize revenue from services through upsell and cross‑sell to new and existing members. Marketing & Local Outreach Have an excellent knowledge of the local market, competition, lab, pricing and services offered. Understand the locations offered within the SL Network and demonstrate key differentiators. Drive brand awareness by acting as a brand champion when networking, building local partnerships, engaging broker relationships, and executing community outreach. Oversee the Lab Team execution of Artist program, Member & Partnership Events, and social media content contributions. Work with RVP and Marketing to create promotions tailored to location needs to drive business. Member Experience Responsible for the overall member experience from first day until departure. Develop rapport with members to cultivate a warm, professional environment and sense of community. Be visible and always delighted to assist. Resolve member issues and elevate when necessary. Ensure visual and brand standards are delivered and maintained at the lab. Lab Operations Approve vendor invoices in Sage for prompt payment and correct rebilling to clients. Ensure agreements are signed and paid, and member onboarding information is completed before access is granted. Ensure all lab areas are well presented at all times. Ensure all operational systems are working and resolve issues in a timely manner. Represent the brand appropriately as defined by SL Brand Standards. Team Recruit, induct, manage and develop lab team members, including support and ongoing training. Conduct regular team meetings to set priorities, communicate performance and upcoming deadlines. Act as an escalation point for team and member issues. Manage staff schedule and ensure compliance with variable hour budgets and overtime policies. Support professional growth of Lab Team Members. Essential Knowledge, Skills, and Abilities Minimum 2+ years as a Team Leader in a hospitality‑driven environment with proven P&L management experience. Entrepreneurial mindset and desire to run/own a business. Consistently deliver a high level of customer service. Attention to detail and proactive support of team, members and guests. Leadership and delegation skills with accountability for team members. Proven sales skills, ability to close event & meeting sales, and meet sales targets. Ability to build a book of business/pipeline through outreach and community engagement. Exceptional communication skills for managing a team and conveying value to prospects and members. Excellent organizational skills; prioritize and multitask. Work with grace under pressure and demonstrate flexibility. Daily use of a standard CRM system – Salesforce.com preferred. IT knowledge including MS Outlook, Excel, Word and PowerPoint. Requirements Experience in hospitality or services business. Property management experience. Knowledge of business software and equipment. Business center/Executive Suite or hotel experience preferred. Mental Requirements Reasoning, remembering, mathematics, appropriate verbal and written language ability. Physical Requirements Handle interruptions to workflow. Receive written or oral instructions. Work with a variety of individuals. Listen and respond clearly. Hearing – receive detailed information orally or over the phone. Speaking – clearly express ideas verbally. Repetitive motions – substantial movements of wrists, hands and fingers. Vision – see and read. Perform tasks such as crouching, kneeling, standing, sitting, climbing, stooping, walking, pushing, pulling, lifting, and use small tools. All duties and requirements are essential job functions. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. This job description does not create an employment contract, implied or otherwise, other than an “at will” employment relationship. Serendipity Labs is an equal opportunity employer. #J-18808-Ljbffr Serendipity Labs - 3 Crossings, Pittsburgh