Job Summary:Based in our Center of Excellence, the Program Manager partners with regional leadership to establish and scale standards across key platforms and programs-including, but not limited to: Appointy/Boost, GEX, Pilates Reformer, and Aescape. This role tracks operational performance, drives cross-regional alignment, and leads continuous improvement efforts in a dynamic, and
sometimes, ambiguous environment.
Key Responsibilities:Program Processes & Training:
- Design, implement, and maintain scalable operating systems, SOPs, and training resources to equip and guide regional service delivery teams.
Staff Onboarding & Upskilling:
- Ensure seamless onboarding for new hires and ongoing development for existing practitioners.
Platform Ownership (Appointy / Boost):
- Manage operational health for scheduling platforms, acting as the primary client POC, configuring booking architectures, refining automated communications, and resolving technical bottlenecks.
Class Management Governance:
- Oversee lifecycle updates for the Class Management Guide, executing quarterly QA reviews on regional execution and integrating feedback to improve operational support.
Data & Performance Strategy:
- Monitor portfolio-wide health metrics-including participation, client retention, and revenue targets-translating data insights into tactical roadmaps for business improvement.
Client KPI Alignment:
- Audit program health metrics continuously, proactively adjusting operational strategies to fulfill client contractual commitments and deliverables.
Cross-Functional Leadership:
- Partner with Regional Directors and Performance Managers to foster alignment, enforce accountability standards, and drive operational consistency.
Operational Auditing:
- Coordinate and support monthly practitioner performance audits to safeguard service quality and compliance.
Qualifications:- Bachelor's degree or equivalent experience
- 5+ years of experience in program management or a related field
- Current CPR, AED and First Aid certification
- Strong problem-solving and decision-making skills, especially in ambiguous situations
- Facility operations and vendor management experience
- Client stakeholder management experience
- Excellent organizational and communication skills
- Ability to work collaboratively with cross-functional teams
- Proficient in Google Workspace
Per pay transparency requirements, the compensation for this position ranges from $80,000 - $110,000/year. Minimum rates may vary based on local wage laws. Pay is dependent on factors including site location, specialty, certifications and work experience as well as other business needs. Exos offers a comprehensive benefits package for all full time employees (all benefits are subject to eligibility requirements), which includes health insurance, life and disability benefits, 401(k) plan, and paid time off. Additionally, Exos offers a variety of part time benefits (subject to eligibility requirements).
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