Operations Manager

About Us:

Spencer's is a luxury spa group with locations in the New York City and Los Angeles areas. Offering top-tier wellness treatments in a luxurious setting, Spencer’s focuses on delivering exceptional guest experiences, unmatched customer service, and a brand ethos synonymous with relaxation and design.

Overview:

The Operations Manager oversees business operations for the Spencer’s portfolio. The Operations Manager leads in ensuring success across people, operations, and sales in each location. This role oversees Spencer’s processes, documentation, and training across all areas of onsite operations. This is a critical leadership position, responsible for driving the organizational and revenue success for each location.

The Operations Manager works cross-functionally with department leaders to standardize operations, improve efficiency, maintain compliance, and support a high-quality guest and employee experience.

Location: HQ, NYC

Travel: 30%

Position Type: Full-Time, In-office (Soho)

Compensation Range: $115,000 - 120,000

Key Responsibilities:

Operational Process Management

• Oversee and continuously improve operational workflows across all onsite departments.
• Identify process gaps, inefficiencies, and opportunities for operational improvements.
• Develop and implement standardized procedures to ensure consistency and quality of execution.
• Monitor operational performance and implement solutions that improve efficiency, productivity and service quality.

Policies and Compliance

• Develop, implement, and maintain operation policies that align with company standards and regulatory requirements.
• Ensure teams understand and follow company policies, operational guidelines, and safety protocols.
• Partner across all departments to ensure compliance with applicable laws, workplace regulations, and company policies.

Documentation and Standard Operating Procedures

• Create, maintain, and update Standard Operating Procedures (SOPs) and operational manuals.
• Ensure documentation is clear, accessible, and consistently used across teams.
• Maintain centralized operational documentation and ensure version control and updates are communicated effectively.

Training and Development

• Design and implement training programs for operational staff and managers.
• Develop onboarding and continuing education programs that ensure employees are fully trained on procedures and standards.
• Partner with department leaders to identify training needs and implement skill development initiatives.
• Evaluate training effectiveness and update materials as operational needs evolve.

Cross-Department Coordination

• Work closely with department managers to align operational standards and ensure consistent execution.
• Facilitate communication between departments to ensure smooth day-to-day operations.
• Support new operational initiatives, launches, and changes by coordinating processes and training.

Operational Auditing and Continuous Improvement

• Conduct regular operational audits to ensure compliance with processes and standards.
• Analyze operational data and feedback to identify improvement opportunities.
• Lead initiatives that streamline workflows, reduce errors, and enhance operational performance.