Practice Experience Manager

Job Description

Job Description

Company Overview: 

SpaDerma is Chicago’s leading medical spa, providing Cosmetic Injectables, Laser Hair Removal, and Advanced Skincare with more than 20 years of experience. Our team of nearly 150 employees across five locations includes highly skilled Aestheticians and Injectors who provide effective treatments using some of the most advanced technology available. 

 

 

Our spas are known for their warm, approachable atmosphere and knowledgeable providers who make patients feel comfortable, informed, and confident in their treatment plans. SpaDerma’s brand reflects that same experience: creative, youthful, innovative, educational, and never intimidating. 

 

 

Position Summary: 

 

The Practice Experience Manager is responsible for leading all practice operations and ensuring an exceptional, consistent patient journey across every touchpoint. This role drives team performance, operational excellence, and revenue through booking optimization, team development, and alignment with company initiatives. 

 

This full-time role requires presence in the spa 5 days a week or more as needed. The PEM is required to work some evenings and weekends as needed. 

 

Responsibilities: 

 

PSA (Front Desk Team) 

• Lead, manage, and develop the front desk team (PSAs) 
• Provide ongoing coaching, feedback, and performance management to ensure high standards 
• Train and onboard new PSAs 
• Own front desk driven revenue metrics including booking conversion, pre-booking, membership, retail, and package sales 
• Drive team accountability to performance goals and KPIs 
• Oversee daily front desk operations to ensure efficiency and task completion 

 

 

Providers 

• Support operational onboarding of new providers 
• Ensure booking accuracy and optimization to maximize provider utilization 
• Hold providers accountable to schedules, punctuality, and operational standards 

 

 

General Operations 

• Foster a culture of accountability, professionalism, and patient first service 
• Set, model, and enforce elevated patient experience standards across the spa 
• Act as the primary escalation point for patient concerns, ensuring timely and effective resolution 
• Ensure the spa maintains full operational readiness, including inventory management, equipment troubleshooting, and facility upkeep aligned with audit standards 
• Lead execution and adoption of promotions and company initiatives 
• Ensure team alignment with business goals and revenue-driving strategies 
• Track performance and provide feedback on initiative effectiveness 
• Partner with leadership on scheduling strategy, operational gaps, workforce planning, and performance evaluations 
• Complete special projects and other duties as assigned by leadership 

 

 

What success looks like: 

• Exceptional patient experience / complaints swiftly resolved 
• Strong booking conversion and schedule optimization 
• Strong PSA performance (attendance, execution, accountability) 
• Front desk revenue contribution (packages, retail, memberships, prebooking) 
• Operational readiness (inventory, flow, maintenance issues) 
• Fostered a positive, accountable, high-performing team culture 

 

 

Requirements: 

• Minimum of 2 years of management experience 
• Bachelor’s degree preferred but not required 
• Aesthetics license a plus, but not required 
• Strong communication, organization, and leadership abilities 
• Proven track record in sales and customer relationship management 

 

 

Benefits: 

 

SpaDerma offers a competitive benefits package designed to support the health, wellness, and growth of our employees, including: 

• Health, dental, and vision insurance options 
• 401K 
• Paid time off 
• Employee discounts on services and products 
• Wellness programs and resources 

 

 

Compensation: 

• $65,000 annually