As a Director, Operations, you will oversee and optimize our operational functions across all locations. You play a critical role in driving operational efficiency, ensuring exceptional service delivery, and maintaining the highest standards of quality and consistency throughout our salons and spas. You will collaborate closely with executive leadership, department heads, and frontline staff to streamline processes, develop standard practices and procedures, and build a best-in-class experience that will have a long-term operational effect in meeting the company goals and objectives. This role reports into the VP of Operations/Sales. What You'll Do Operational Leadership: Provide strategic direction and leadership to the operations team, ensuring alignment with company goals and objectives. Develop and implement operational plans, policies, and procedures to optimize efficiency and effectiveness across all areas of the business. Performance Management: Establish performance metrics and KPIs to evaluate operational performance and identify areas for improvement. Monitor key metrics regularly and implement initiatives to drive continuous improvement and achieve operational excellence. Financial Management: Collaborate with finance and accounting teams to develop and manage operating budgets, forecasts, and financial plans. Identify opportunities to control costs, improve profitability, and maximize revenue generation while maintaining high service standards. Quality Assurance: Develop and implement quality assurance programs and standards to ensure consistency, compliance, and adherence to brand standards across all locations. Monitor service quality, client feedback, and satisfaction levels to identify opportunities for enhancement and address any issues proactively. Team Development: Lead, mentor, and develop a high-performing operations team. Provide guidance, coaching, and support to department heads and frontline staff to foster a culture of excellence, collaboration, and continuous learning. Partnership and Communication: Partner with the Regional Director, General Manager(s), and the VP of Operations/Sales to manage overall business operations, ensuring adherence to company standards, policies, and procedures. Collaborate with leadership to implement, update, and hold accountability to metrics across departments. Establish protocols for HQ communication to the Salons and Spas. Process Improvement and Standardization: Evaluate and access Salon & Spas for consistencies in processes, policies, and opportunities for improvement. Establish standard operating processes and create SOP manual for reference. Implement systems and processes to enhance efficiency and streamline communication. Reporting and Evaluation: Review financial and business reports, evaluating the results of overall operations regularly and systematically. Report findings and coordinate GM meetings and discussions for KPI outcomes as it relates to Operations. Client Satisfaction: Respond timely to escalated client matters in a friendly manner and follow up to ensure client satisfaction, promoting Tricoci's policies and philosophies to team members and clients through direct and indirect interaction; may oversee Guest Care Center at a future date. Other Duties: Perform other duties as assigned by supervisor or management. Qualifications: Minimum of 7-10 years of progressive leadership experience in operations management, preferably within the salon, spa, or hospitality industry. Bachelor's degree in business administration, Hospitality Management, or related field; MBA or equivalent preferred. Proven track record of driving operational excellence, improving efficiency, and achieving measurable results. Strong financial acumen with experience in budgeting, forecasting, and financial analysis. Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams at all levels. Strategic thinker with the ability to analyze complex issues, develop innovative solutions, and execute strategic plans effectively. Demonstrated ability to build and maintain effective relationships with internal and external stakeholders. Passion for the beauty and wellness industry and a commitment to delivering exceptional guest experiences. Proficient in using computer systems and point-of-sale software. Passion for the beauty and wellness industry, with a genuine desire to create exceptional experiences for clients. Professional appearance and demeanor, representing the Tricoci brand with pride. Ability to travel locally to Salon | Spas in the Chicagoland area dependent upon business needs, and work at the Palatine, IL HQ as needed
