Business Operations Specialist

Business Operations Specialist - Remote | LATAM Preferred | Part-Time to Full-Time | Pacific Hours Required

About the Company

We are a boutique Pilates studio based in Los Angeles, built around a tight-knit community of members who show up consistently and expect a premium, personal experience. We're a small, founder-led business that takes pride in knowing our members by name and running a studio that feels different from anything else in the market.

We're growing - actively expanding to additional locations - and we need the operational foundation to match that ambition. That starts with this hire.

About the Role

This role exists because the business has outgrown what one person can manage alone. We need someone to take full ownership of the back-office so the founder can focus on growth, partnerships, and expansion.

Day one, you're running studio operations - member experience, scheduling, billing, and sales follow-up. You're the person members interact with when something goes wrong, and the person who makes sure it doesn't go wrong in the first place. Over time, the role expands into real estate admin and broader business support as we scale.

This is not a virtual assistant role. We're not looking for someone to execute a task list. We need someone who looks at a broken process and fixes it before being asked, who builds the SOP so the next person doesn't have to figure it out from scratch, and who communicates with U.S. clients in a way that reflects the quality of the brand.

If you've thrived in a scrappy, founder-led environment where no two days are exactly the same - this is the role for you.

Key Responsibilities

Studio Operations

• Own all member-facing communication - inquiries, billing questions, complaints, and general support via email, phone, and messaging
• Manage class scheduling and coordinate directly with instructors on changes, coverage, and logistics
• Oversee billing and payment processing, flagging discrepancies and resolving member issues with minimal escalation
• Manage and maintain the studio platform (Mariana Tek); keep records accurate and up to date

Sales & Member Retention

• Own the sales follow-up pipeline - re-engage lapsed members, follow up on trial conversions, and execute outbound outreach to warm leads
• Track membership trends and flag churn risks proactively
• Support retention initiatives and member communication campaigns

Content & Community

• Assist with light digital content - scheduling social posts, drafting community updates, and supporting studio communications
• Maintain a consistent, on-brand voice across all member touchpoints

Process & Systems (Ongoing)

• Document SOPs for all recurring studio operations
• Build templates and workflows that reduce manual effort and create consistency as the business scales
• Identify operational gaps and propose solutions - don't wait to be asked

Expanded Scope - Months 4+ (Real Estate & Business Admin)

• Provide executive support and document management across the owner's real estate activities
• Coordinate with vendors, contractors, and external partners
• Support special projects tied to the Pilates studio expansion initiative

Required Qualifications

• 2+ years of experience in operations, studio management, or a similar role within a small business or startup environment
• Excellent written business English - you will be communicating directly with U.S. customers on behalf of the brand
• Demonstrated experience building SOPs, workflows, or operational templates (examples required during the interview process)
• Comfortable managing multiple priorities independently with minimal oversight
• Experience with scheduling, billing, or CRM platforms
• Available to work U.S. Pacific hours

Preferred Qualifications

• Experience with Mariana Tek or MindBody
• Background in boutique fitness, hospitality, or a customer-experience-driven industry
• Prior experience supporting a founder or owner across multiple business lines
• Familiarity with real estate admin or executive support

Ideal Candidate Profile

You are someone who takes ownership seriously. You don't wait for a process to exist - you build one. You communicate with clarity and warmth, and U.S. customers would never know you weren't sitting in the same city as them. You've worked in environments where things move fast and the rulebook is still being written, and you preferred it that way.

You're not looking for your next job. You're looking for a place to plant roots, prove yourself, and grow into something bigger. The path from Studio Manager to multi-location operations lead is real here - but it goes to the person who earns it.

Location

Remote. LATAM strongly preferred for U.S. Pacific hours alignment. South Africa will be considered for the right candidate. Pacific hours availability is non-negotiable.