01Key Responsibilities
1. Lead & Develop the Operations Organization Lead, coach, and develop a team of Cluster Managers to build high-performing teams, strengthen leadership capability, and foster a culture of accountability, ownership, and continuous improvement. KPIs - Team engagement and retention
Leadership bench strength and succession readinessPerformance of Cluster Managers and center teams 2.
Drive Operational Performance
Own operational, productivity, and people performance across assigned centers by reviewing performance, identifying gaps, and driving consistent execution to improve workforce effectiveness and operational efficiency. KPIs - Productivity and utilization metrics
Operational performance scorecardPeople productivity and manpower efficiency 3.
Elevate Member Experience
Deliver a consistently superior member experience by improving service quality, driving NPS, ensuring timely complaint resolution, and maintaining high center experience standards. KPIs - NPS
Member complaint resolution TATMember retention and experience metrics 4.
Drive Operational Excellence
Ensure adherence to SOPs, audit and compliance standards while identifying process improvement opportunities and implementing scalable solutions that enhance consistency, safety, and operational reliability. KPIs - SOP and audit compliance
Operational reliability metricsReduction in operational defects and process deviations 5.
Scale New
Cities & Centers Lead operational readiness for new city and center launches by ensuring timely hiring, onboarding, training, and stabilization while driving successful adoption of operating standards. KPIs - Launch readiness milestones
Time to stabilizationNew center operational performance 6.
Drive
Cross-Functional Execution Partner with Sales, HR, Training, Facilities, Product, and Support teams to resolve operational challenges, execute strategic initiatives, and deliver measurable improvements across the network. KPIs - Delivery of strategic initiatives
Cross-functional execution effectivenessImprovement in operational and member experience metrics Qualifications & Skills :510 years of experience leading multi-site operations in retail, fitness, hospitality, healthcare, QSR, or other consumer-facing businesses.Demonstrated success in leading frontline managers and geographically distributed teams.Strong operational and people leadership with the ability to drive performance through coaching and accountability.Analytical and structured problem-solving skills with the ability to make data-driven decisions.Proven ability to execute at scale, manage multiple priorities, and deliver results in a fast-paced environment.Excellent stakeholder management and communication skills.Willingness to travel extensively across assigned cities.Proficiency in Excel/Google Sheets. Working knowledge of SQL and business reporting tools is a plus. .
