The Director of Operations is the operational backbone of the studio - a confident, high-energy leader who thrives at the intersection of people, process, and performance. You will partner directly with ownership to translate vision into execution, build a culture clients and staff want to be part of, and ensure every square foot of the studio is running at its best.
If you lead with energy, sweat the details, love data as much as people, and know how to hold a team accountable without losing the warmth that makes JETSET special - this role is for you.
Leadership & Team Development- Lead, inspire, and manage a team across instructor, studio lead, and sales functions -- setting the tone for culture, accountability, and excellence every day.
>- Develop and execute strategies to drive employee engagement, retention, and performance, with a focus on building a team that genuinely loves coming to work.
>- Conduct regular 1:1s and team check-ins to surface challenges early, celebrate wins, and coach team members toward growth and ownership of their responsibilities.
>- Oversee hiring, onboarding, and ongoing development for all studio staff in partnership with ownership.
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Operational Excellence- Own daily studio operations end-to-end -- from opening procedures to class execution to closing -- ensuring every client touchpoint reflects JETSET's standards of service.
>- Build, document, and continuously improve policies, processes, and workflows that scale as the studio grows, including troubleshooting playbooks for common operational scenarios.
>- Develop and track KPIs across client experience, staff performance, and studio efficiency; generate regular reporting and translate insights into action.
>- Maintain studio presentation, equipment readiness, inventory levels, and retail stocking to brand standards at all times.
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Sales Strategy & Revenue Growth- Own the studio's revenue performance -- setting targets, tracking results, and building a sales-positive culture across the entire team.
>- Develop and execute membership sales initiatives, retention campaigns, and client re-engagement strategies to drive consistent growth across all revenue categories.
>- Coach and support team members on effective sales conversations, objection handling, and client relationship management through the CRM.
>- Build data-driven reporting to monitor sales performance by individual, revenue category, and time period -- and use it to make fast, informed decisions.
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Client Experience- Ensure every client interaction -- from first visit to long-term membership -- is warm, professional, and consistent with the JETSET brand.
>- Act as an escalation point for client concerns, resolving issues promptly and turning difficult moments into loyalty-building opportunities.
>- Identify and implement improvements to the client journey that deepen engagement and grow the studio's community presence.
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Ownership Partnership- Serve as the primary operational partner to ownership -- providing regular updates, surfacing risks proactively, and translating strategic priorities into on-the-ground execution.
>- Bring forward new ideas, vendor relationships, and operational innovations that can drive growth or efficiency.
>- Prepare and present performance reports, including P&L awareness, expense management, and payroll efficiency, to support ownership decision-making.
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What We're Looking For- 5+ years of operations or general management experience, ideally in boutique fitness, hospitality, or a membership model consumer service environment.
>- Proven track record of leading and developing teams in a fast-paced, multi-faceted environment.
>- Strong sales instincts with experience driving revenue targets and coaching others to do the same.
>- Highly analytical - comfortable building reports, interpreting data, and making decisions backed by metrics.
>- Exceptional organizational skills with the ability to manage competing priorities without losing momentum or attention to detail.
>- Outstanding communicator with a warm, outgoing presence that reflects the JETSET brand in every interaction.
>- Self-starter who takes initiative, solves problems proactively, and brings a genuine can-do attitude.
>- Passion for health, wellness, and the JETSET Pilates brand - you don't just manage the studio, you believe in what it stands for.
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