Regional Manager - Operations

About the Role

We are looking for a motivated Regional Manager to oversee operations across multiple centers within our expanding network. This role demands driving exceptional member satisfaction, operational excellence, and building a highly effective team. The manager will translate strategic goals into consistent execution, enhance team leadership, and implement measurable improvements across multi-city operations.

Key Responsibilities

• Lead, mentor, and develop Cluster Managers to cultivate strong teams, enhance leadership qualities, and embed a culture centered on accountability and continuous enhancement.
• Manage operational output, workforce productivity, and team performance by continually evaluating metrics, identifying shortfalls, and enforcing consistent execution to boost operational efficiency.
• Uplift member experience by raising service quality standards, improving Net Promoter Scores (NPS), ensuring prompt complaint resolution, and maintaining excellent center experience norms.
• Uphold compliance with standard operating procedures (SOPs), audits, and safety standards, while identifying opportunities to streamline processes and enhance operational steadiness.
• Lead readiness efforts for launching new cities and centers by overseeing hiring, training, onboarding, and operational stabilization, guaranteeing timely adoption of standards.
• Collaborate with departments such as Sales, HR, Training, Facilities, Product, and Support to tackle operational issues, implement strategic initiatives, and foster network-wide improvements.

Performance Indicators

• Team engagement, retention, and leadership readiness.
• Operational productivity, utilization, and manpower efficiency.
• Member satisfaction metrics including NPS, complaint resolution turnaround, and retention.
• Compliance with SOPs, audits, and reduction in process deviations.
• Successful new center launches, speed to stabilization, and consistent operational performance.
• Effective cross-functional execution and delivery of strategic projects.

Desired Qualifications & Skills

• Minimum 5 and up to 10 years of experience managing multi-location operations in sectors like retail, fitness, hospitality, healthcare, quick-service restaurants, or consumer-facing businesses.
• Proven track record managing frontline managers and dispersed teams.
• Strong leadership in people management with focus on performance improvement via coaching and accountability.
• Analytical thinker with data-driven and structured problem-solving capabilities.
• Ability to manage multiple priorities efficiently and deliver consistent results in dynamic environments.
• Excellent interpersonal and communication skills for stakeholder engagement.
• Willingness to undertake frequent travel across assigned cities.
• Proficient in Excel or Google Sheets; familiarity with SQL and business intelligence tools is advantageous.