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Studio Operations Lead

Open

Open

Operations
Los Angeles, CA, USA
Posted on Saturday, January 27, 2024
ROLE DESCRIPTION
As Open’s Studio Lead you play an essential role in supporting the overall operations and success of the studio. The Studio Lead will work closely with the Studio Manager to enforce policies, manage schedules, create a positive working environment, and ensure the best experience for our guests.
OUR IDEAL CANDIDATE
Studio Lead will bring a unique blend of warmth, kindness, adaptability, proactiveness, and a passion for leading. Clear communication skills are paramount for enforcing policies, providing feedback, and addressing concerns. They will come to Open with a customer-centric focus and the highest level of attention to detail. Studio Lead will also embody the ability and drive to build community relationships that will help continue the studio’s growth and success.
ABOUT OPEN
Be present, together.
Our mission is three simple words. Open is a modern studio designing a new way to practice wellbeing. We combine our hybrid methodology with a social and engaging platform to make mindfulness achievable for all. We engage the senses with music, sound, breath, and movement to create inspiring and meaningful shared experiences on and offline. We are design oriented, inspired by art, and promote the power of the direct experience. We envision a world where everyone, everywhere, Opens everyday.
Based in Venice, our team is committed to creating a driven and diverse company with ambitious people from a wide range of backgrounds. We are looking for people with a strong sense for exceptional products, a keen eye for detail, and an aptitude for learning new technologies. Most importantly, we’re looking for people who are enthusiastic about working with a dynamic group of people to build the future of wellness.

STUDIO MANAGEMENT

  • Collaborate with the Studio Manager to build and enforce Open’s policies, procedures, and brand standards
  • Build and manage the Studio Crew schedule, including shift coverage
  • Help build and manage teacher class schedule, including sub coverage
  • Foster an inspirational environment that welcomes honest feedback from employees and takes action to ensure a quality working environment
  • Support performance management activities, including direct feedback and continuous check-ins, facilitating team acknowledgement and rewards, managing performance documentation, and addressing performance concerns
  • Help prepare the bi-weekly team meeting agenda and lead a portion of the meeting
  • Help recruit and train the highest possible caliber of staff

CUSTOMER SERVICE AND OPERATIONS

  • Oversee the timely management of customer service tickets and resolve member complaints following company procedure and documentation
  • Monitor member feedback and make changes as necessary to improve member experience and satisfaction
  • Collect outstanding membership dues and resolve membership billing errors
  • Ensure studio retail and operations products are stocked with accurate inventory counts and demand plans
  • Maintain strategic product presentation/visual merchandising by ensuring restock, deadstock, or minor visual merchandising changes are accomplished

CLIENT EXPERIENCE AND ENGAGEMENT

  • Lead an exceptional client experience on the floor through assessing the level of client connection and product education, and supporting team members to address gaps through feedback and coaching
  • Build long-lasting relationships with clients, assess their needs, offer appropriate services, and follow up throughout every step of the client lifecycle
  • Identify opportunities to surprise, delight, and show appreciation to community members, including managing customer milestones
  • Help drive member retention, loyalty, referrals, and a sense of community
  • Coordinate and host special events, workshops, and other programming to increase member engagement, satisfaction, and overall brand awareness

COMMUNITY OUTREACH AND PARTNERSHIPS

  • Collaborate with local influencers and wellness enthusiasts to create partnerships and generate buzz around the studio and the Open app
  • Develop and maintain relationships with local businesses and organizations to promote the studio and increase community involvement

BENEFITS

  • Healthcare (health, dental, vision)
  • Flexible PTO
  • Access to all Open classes (in-person & virtually)
  • Autonomy, Ownership, Equity

REQUIRMENTS

  • Must have team management experience
  • Must have customer service experience
  • Must have the ability to prioritize and adapt within a fast-paced environment
  • Must be willing to initiate tasks and perform duties without direction
  • Must have a solutions-oriented attitude and strong communication skills
  • Must be able to kneel, bend, reach, climb and stand for long durations of time
  • Must be able to lift/carry a maximum of 30lbs