Regional Director of Operations

Location: Austin, Texas
Job # 10685986
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milk + honey is a thriving collection of premier spa and salons in Austin and Houston, Texas, offering a full range of services including massage, facials, waxing, natural nail therapy, hair care, makeup application, and bridal packages in a modern, inviting space.
 
milk + honey abides by and exemplifies its core Four Principles, which have become an essential part of our processes, culture, and growth:
 
Care. Be kind, compassionate, and listen to one another.
Thrive. Enjoy what you do and push yourself to improve.
Inspire. Surprise, delight, and go above and beyond.
Simplify. Do more with less.
 
The Regional Director of Operations leads milk + honey spa and salon locations, Reservations Center (Call Center), and Procurement Department.
 
This individual will cultivate the milk + honey brand and culture, provides superior service delivery and customer experience and is responsible for developing a strong talent pipeline of service providers, support staff, and managers.
 
Location Management and Leadership
  • Direct manager of each existing location General Manager, Reservations Center Manager, and Procurement Department
  • Accountable for  setting and hitting revenue, profitability, employee satisfaction, and customer satisfaction goals
  • Creates and implements (in conjunction with input from locations) consistent and repeatable processes across all locations, and creates replicability for new location launch
  • Cultivates a growth mindset among milk + honey employees, encouraging creative ideas to generate income and enhance employee satisfaction
  • Is an exemplary leader to all milk + honey employees, providing a positive vision and modeling milk + honey principles and values
 
Partisan Recruiting and Development
  • Develops and executes a plan to create a strong career path and training plan for all spa and salon employees
  • Collaborates with HR and Marketing to ensure that milk + honey has a strong recruiting and onboarding process
  • Is responsible for ensuring that there is a well developed succession plan and talent pipeline for leadership at each spa and salon location
  • Collaborates with Inc (Finance, Marketing, HR, Executive) on financial and budgeting issues of compensation and benefits.
  • Collaborates with HR on all aspects of the employment cycle, including creating job descriptions, drafting offer letters, facilitating brand training, and evaluating work performance
 
Operations and Finances
  • Analyzes location financial reports and works with location managers to identify and exploit opportunities for revenue growth and cost savings
  • Holds location managers accountable for revenue projections and budgets
  • Identifies and corrects operational inefficiencies to improve customer experience and reduce unnecessary expenses
  • Helps to improve milk + honey processes and ensures that successful processes are well documented
  • Manages the procurement process and staff, including retail and back bar ordering, inventory management, and merchandising
 
Brand Standards
  • Upholds and cultivates brand standards by monitoring location adherence to brand standards. Develops processes to ensure compliance of brand standards
  • Internal audits
    • Identifies inefficiencies and opportunities for improvement by reviewing policies, procedures, operating systems, and technology
    • Creates and upholds facility standards for each location
  • External audits
    • Reviews and improves the Mystery Shopper Program
    • Addresses and prevents recurrence of service defects
  • Evaluates and  improves customer service cycle and programs
  • Resolves escalated client complaints
 
Qualifications:
  • 10+ years of management experience in the spa, salon, or hospitality industry
  • 5+ year of regional or multiple location management with a minimum P&L responsibility of $10M
  • Demonstrated experience in developing and implementing standardized business processes
  • Strong analytical skills with an understanding of key financial and operational metrics. Ability to use metrics to drive results.
  • Bachelor's degree or equivalent experience, MBA preferred
  • Experience managing contact center/call center operations is preferred
  • Significant experience in recruiting, hiring and managing diverse workforce
  • Strong and compelling leader, able to motivate and inspire 350+ employees
  • Strong verbal and written communications skills
  • Self-driven, conscientious individual who is detailed and organized; who also possess strong analytical skills
  • Exceptional collaborator who is open to learning the milk + honey culture and building strong relationships across leadership team and spa managers
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