One Haus Hospitality

A high-end spa group located in the heart of New York City, renowned for providing world-class luxury experiences. They are a rapidly growing brand with a commitment to excellence in the wellness and beauty space. Their mission is to create transformative experiences for our clients through innovative treatments, exceptional service, and a deep commitment to self-care and relaxation. We are looking for a dynamic and highly experienced Vice President of Operations to drive operational excellence, profitability, and brand growth across our entire portfolio of luxury spas. 

Position Overview: 

As the Vice President of Operations (VP of Operations), you will play a critical role in overseeing and optimizing all aspects of the operational activities. This includes ensuring the seamless delivery of services, achieving financial targets, maintaining the highest standards of quality and customer satisfaction, and developing scalable processes that can support rapid growth trajectory. They are seeking an individual with a proven track record in operations management within the luxury or wellness sector, preferably with experience working with large, well-known brands. 

This role is highly performance-driven and demands someone who is results-oriented, a natural leader, and has the ability to collaborate cross-functionally with various departments, including HR, marketing, finance, and customer service. The VP of Operations will be responsible for establishing and implementing strategic initiatives that improve profitability, operational efficiency, and brand recognition. 

Key Responsibilities: 

Operational Leadership & Strategy: 

• Oversee day-to-day operations across all locations to ensure exceptional service delivery and consistency in the brand experience. 
• Develop and implement comprehensive operational strategies to meet company goals, including growth, customer satisfaction, and profitability. 
• Drive continuous improvement in operational processes to maximize efficiency, reduce costs, and increase the overall effectiveness of the spa operations.
• Partner with senior leadership to develop short- and long-term operational strategies and ensure alignment with overall business objectives. 
• Ensure the highest standards of health, safety, and cleanliness are maintained at all spa locations in compliance with industry regulations and company policies.

Team Leadership & Development:

• Lead, mentor, and manage a team of operational managers, spa directors, and other key staff members across multiple locations. 
• Foster a performance-driven culture that emphasizes accountability, teamwork, and continuous improvement. 
• Implement training programs designed to improve employee engagement, enhance customer service, and maintain brand consistency. 
• Develop succession planning and talent development programs to build a high-performance team capable of supporting future expansion. 

Financial Management & Profitability: 

• Develop and manage the annual operations budget, ensuring efficient allocation of resources and achieving key financial targets. 
• Monitor and analyze key financial and operational metrics (e.g., revenue per treatment, cost per treatment, staff productivity) to ensure the business operates profitably. 
• Ensure the achievement of revenue and profitability goals through effective cost control measures, sales optimization, and operational efficiencies. 
• Identify opportunities for revenue growth, including upselling, new service offerings, and package development. 

Customer Experience & Brand Consistency: 

• Ensure that each spa location delivers a consistent, luxury experience in line with Spencer’s brand values. 
• Implement and maintain high service standards, quality controls, and customer satisfaction metrics to ensure exceptional client experiences. 
• Lead the development of customer retention strategies, ensuring the creation of a loyal, repeat clientele. 
• Address and resolve any customer issues, complaints, or concerns in a timely and effective manner, preserving the brand's reputation for excellence. 

Process Optimization & Technology Integration: 

• Leverage technology to enhance operational efficiency, streamline scheduling, inventory management, and customer service processes. 
• Oversee the adoption and integration of software systems that support operational functions, including booking, reporting, payroll, and communication.
• Identify and implement best practices for spa management, inventory control, and staffing models to optimize operational flow. 

Expansion & Growth: 

• Play a key role in identifying opportunities for new spa locations, evaluating market trends, and leading the operational planning for new site launches.
• Ensure operational scalability by developing standardized processes and procedures that can be replicated across multiple locations as the brand expands. 
• Collaborate with the executive team to evaluate mergers, acquisitions, and other strategic opportunities for growth. 

Qualifications:

• Proven Experience: At least 10-15 years of leadership experience in operations management within the luxury spa, hospitality, wellness, or high-end service industry. Previous experience with large, well-known brands is a must. A demonstrated ability to lead high-performing teams and manage complex, multi-location operations. 
• Proven Track Record: A track record of driving significant growth in both revenue and operational efficiency. Experience with cost optimization, financial management, and achieving profitability targets. 
• Leadership Skills: Exceptional leadership skills with a history of developing, mentoring, and inspiring high-performing teams. Strong interpersonal skills and the ability to motivate and manage a diverse group of employees. 
• Strategic Thinking: Strong strategic thinking and problem-solving skills with the ability to translate strategy into action. Proven ability to drive results in a competitive and fast-paced market. 
• Financial Acumen: A solid understanding of financial management, budgeting, and P&L responsibilities. Ability to use data to drive decision-making and improve business outcomes. 
• Customer-Centric: A passion for customer experience and a deep understanding of the importance of creating an exceptional, luxury service experience. 
• Industry Knowledge: A strong understanding of spa operations, wellness trends, customer behavior, and competitor analysis in the luxury space. 
• Education: A bachelor’s degree in Business Administration, Hospitality Management, Operations Management, or a related field. An MBA or advanced degree is preferred.
• Communication Skills: Outstanding communication and negotiation skills, with the ability to influence and collaborate across all levels of the organization. 
• Technology Savvy: Comfortable with the latest spa management software, scheduling tools, and business analytics systems. 
• Location: Ability to travel within New York City and to other locations as necessary.

What We Offer: 

• Competitive compensation package, including performance-based incentives.
• Opportunities for career advancement as Company continues to grow.
• A dynamic, collaborative work environment. 
• The chance to be a part of a premier, innovative luxury spa brand in one of the most exciting cities in the world.