Job Description

The Company is an international wellness and movement brand redefining the standard of mind-body connection. At its core, the brand believes true wellness isn’t just about routine – it’s about experience. Fitness should be fun, empowering and deeply personal – an experience that celebrates your body, not punishes it. Following the impending launch of their flagship studio in London, they are launching their first U.S. location in New York City. This marks a critical milestone in their global expansion, and they are seeking a senior operational leader to ensure this opening sets the standard for future growth.

The Role

The Director of Operations – New York will be fully accountable for the successful launch and ongoing performance of the brand's first U.S. club. This individual will lead all pre-opening activities, studio operations, and post-launch business optimisation and team development. The role requires consistent collaboration with our London head office to ensure alignment with global brand standards, operational systems, and strategic priorities. This position offers a unique opportunity to shape the U.S. presence of a high-growth, purpose-led wellness company.

The Role...

● Salary: Very competitive

● Working Hours: 40 hours p/w (minimum)

● Ability/ visa to work in the US - essential

Responsibilities:

Studio Launch & Market Entry

• Lead all aspects of the New York club launch from concept to opening, including site readiness, staffing, systems installation, compliance, and experience design.
• Own and drive the pre-opening timeline and critical path, ensuring all milestones are met on budget and schedule.
• Liaise with contractors, vendors, consultants, and partners to ensure successful delivery of fit-out and infrastructure projects.
• Work closely with London HQ to translate brand vision, operational models, and SOPs into a U.S.-ready framework.
• Oversee recruitment, training, and onboarding of the founding team to ensure the studio opens with operational excellence from day one.

Cross-Border Operational Alignment

• Act as the operational bridge between U.S. and U.K. leadership teams, maintaining alignment on systems, reporting, performance goals, and company culture.
• Lead the adaptation of established SOPs, health and safety policies, customer experience standards, and business systems to comply with U.S. regulatory and market conditions.
• Implement reporting structures and cadence to communicate financial and operational metrics back to the London office.

Day-to-Day Operations Oversight

• Manage all facets of studio operations including staffing, scheduling, payroll, inventory, customer service, systems maintenance, and compliance.
• Establish and uphold standards for cleanliness, technical functionality, ambiance, and safety that align with the brand’s premium position.
• Ensure systems and platforms (CRM, booking, payments, reporting) are optimised for performance and ease of use for both clients and staff.
• Maintain operational agility to problem-solve in real time and adapt processes as the business scales.

Financial Management & Commercial Performance

• Develop and manage budgets, forecasts, and P&L reporting in partnership with the Founder/ CEO and finance team.
• Monitor key performance indicators including revenue, cost of sales, staffing ratios, retention rates, and margin performance.
• Implement cost-control measures and identify operational efficiencies to improve profitability without compromising quality.
• Lead regular performance reviews and proactively identify opportunities for growth, optimisation, and innovation.

Team Leadership & Talent Development

• Build a cohesive, high-performance studio team including front-of-house, operations, and service leaders.
• Implement clear performance expectations, coaching frameworks, and professional development plans.
• Drive a culture of ownership, integrity, excellence, and well-being that reflects the values of the brand.
• Lead ongoing training on systems, customer service, brand knowledge, and compliance to ensure consistency and excellence.

Client Experience & Brand Execution

• Deliver a premium, end-to-end client experience that embodies the brand's values and service ethos.
• Collaborate with HQ and local marketing teams to implement client engagement strategies, loyalty programs, and personalised service pathways.
• Actively monitor and respond to client feedback, issues, and incidents to ensure long-term satisfaction and loyalty.
• Develop internal protocols to ensure consistency of tone, voice, and values across all client interactions.

Community Engagement & Business Development

• Act as a brand ambassador within the local community and wellness ecosystem.
• Establish and grow partnerships with aligned businesses, influencers, and institutions to drive awareness and cross-promotion.
• Lead outreach initiatives including member events, wellness activations, corporate partnerships, and referral campaigns.
• Contribute to the development of localised marketing strategies and performance-driven campaigns.

Risk Management, Compliance & Safety

• Ensure full adherence to all applicable NYC and federal regulations, including labour laws, health and safety codes, and accessibility requirements.
• Implement emergency protocols and staff training programs around risk mitigation, security, and first response.
• Maintain accurate operational records and incident reports, act swiftly and professionally in response to incidents.

The Person:

• Minimum of 7 years’ experience in operations leadership, within wellness, fitness, hospitality, or lifestyle sectors.
• Demonstrated success launching or scaling a new site, club, or business unit from pre-opening through maturity.
• Strong leadership and team development skills with the ability to inspire and manage high-performance teams.
• Experienced in cross-border or multi-site operations, with the ability to adapt global systems for local execution.
• Excellent communication, reporting, and stakeholder management abilities.
• Deep understanding of operational technologies (e.g., CRM, booking systems, POS, analytics platforms).
• Highly organised, detail-oriented, and commercially aware.
• Entrepreneurial mindset with a hands-on approach and a commitment to operational excellence.
• Personally aligned with wellness, performance, and high-quality service environments.
• Willing and able to work flexible hours including weekends or early mornings, particularly during the launch period.

Your recruiter for this role is Heloise Nangle, Co-Founder at Jobs In. Fitness, and can be contacted simply by applying for this role below. Jobs In. Fitness are a fitness recruitment agency, specialising in hundreds of fitness jobs in the UK like these. If you are keen to be considered please ‘apply now’. Please note that only applicants matching the strict criteria above will be contacted as part of the recruitment process.

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