Operations Manager for MOBILE MASSAGE company
Budget: $750 – $1,500 USD
we are a luxury in-home wellness and recovery company based in New York City. We provide premium massage therapy and recovery services to residents, hotels, corporations, and VIP clients across NYC and surrounding areas.
Our mission is simple:
Deliver elite, concierge-level service that leaves every client saying, “WOW.”
We are scaling quickly and we need a world-class Operations Manager to help us grow to multiple cities and eventually nationwide.
-THE PERSON WE WANT (READ THIS CAREFULLY)
You must be the kind of person who can say confidently:
-“I communicate at a high level — clearly, calmly, and professionally.”
- “I solve problems BEFORE they become problems.”
- “Clients trust me. Therapists trust me. My team trusts me.”
- “I can sell, de-escalate, reassure, motivate, and lead.”
- “I can think like a CEO and execute like a top-tier operator.”
- “I learn quickly, adapt quickly, and never make the same mistake twice.”
- “I stay composed under pressure, even on busy days.”
If this is not you, this job is NOT for you.
If this is you, you’re exactly who we want.
- YOUR CORE RESPONSIBILITIES
You will be the Operational Heartbeat.
-Client Communication & Frontline Support
Answer inbound calls, texts, and emails with confidence and professionalism
Convert leads into bookings through empathetic, value-driven communication
De-escalate concerns, resolve issues, and deliver a white-glove client experience
Maintain 5-star service standards with every interaction
-Therapist Dispatch & Scheduling
Assign therapists to sessions based on availability, location, and skillset
Track therapist performance, communication speed, and reliability
Ensure on-time arrivals and smooth delivery of our services
Maintain a therapist availability calendar & coverage system
Operational Excellence & Daily Management
Follow SOPs accurately and improve them as needed
Track KPIs daily (calls, bookings, revenue, performance metrics)
Manage CRM updates, notes, tags, and pipeline tracking
Ensure no client inquiry is ever missed or forgotten
Re-engage past clients and follow up with active leads
-Problem Solving & Decision Making
Handle same-day session requests smoothly
Find replacements rapidly if a therapist is late or unavailable
Proactively prevent issues through smart planning
Always think 2–3 steps ahead
-Sales & Relationship Building
Upsell packages, memberships, and premium services
Build trust with clients through clear communication
Motivate and coordinate with therapists to ensure top performance
REQUIRED SKILLS & QUALIFICATIONS
TOP NON-NEGOTIABLE SKILLS
The ideal candidate MUST have:
-Perfect English (speaking + writing — neutral accent)
- Exceptional comprehension
- Strong emotional intelligence
- High-level problem-solving ability
- Ability to sell and persuade naturally
- Calm, confident communication style
- Ability to follow AND improve systems
- Fast learner, fast thinker, fast executor
- Organized and detail-oriented
- Tech-savvy (CRM, spreadsheets, Google Workspace)
- Experience in customer-facing roles (preferably US clients)
Our mission is simple:
Deliver elite, concierge-level service that leaves every client saying, “WOW.”
We are scaling quickly and we need a world-class Operations Manager to help us grow to multiple cities and eventually nationwide.
-THE PERSON WE WANT (READ THIS CAREFULLY)
You must be the kind of person who can say confidently:
-“I communicate at a high level — clearly, calmly, and professionally.”
- “I solve problems BEFORE they become problems.”
- “Clients trust me. Therapists trust me. My team trusts me.”
- “I can sell, de-escalate, reassure, motivate, and lead.”
- “I can think like a CEO and execute like a top-tier operator.”
- “I learn quickly, adapt quickly, and never make the same mistake twice.”
- “I stay composed under pressure, even on busy days.”
If this is not you, this job is NOT for you.
If this is you, you’re exactly who we want.
- YOUR CORE RESPONSIBILITIES
You will be the Operational Heartbeat.
-Client Communication & Frontline Support
Answer inbound calls, texts, and emails with confidence and professionalism
Convert leads into bookings through empathetic, value-driven communication
De-escalate concerns, resolve issues, and deliver a white-glove client experience
Maintain 5-star service standards with every interaction
-Therapist Dispatch & Scheduling
Assign therapists to sessions based on availability, location, and skillset
Track therapist performance, communication speed, and reliability
Ensure on-time arrivals and smooth delivery of our services
Maintain a therapist availability calendar & coverage system
Operational Excellence & Daily Management
Follow SOPs accurately and improve them as needed
Track KPIs daily (calls, bookings, revenue, performance metrics)
Manage CRM updates, notes, tags, and pipeline tracking
Ensure no client inquiry is ever missed or forgotten
Re-engage past clients and follow up with active leads
-Problem Solving & Decision Making
Handle same-day session requests smoothly
Find replacements rapidly if a therapist is late or unavailable
Proactively prevent issues through smart planning
Always think 2–3 steps ahead
-Sales & Relationship Building
Upsell packages, memberships, and premium services
Build trust with clients through clear communication
Motivate and coordinate with therapists to ensure top performance
REQUIRED SKILLS & QUALIFICATIONS
TOP NON-NEGOTIABLE SKILLS
The ideal candidate MUST have:
-Perfect English (speaking + writing — neutral accent)
- Exceptional comprehension
- Strong emotional intelligence
- High-level problem-solving ability
- Ability to sell and persuade naturally
- Calm, confident communication style
- Ability to follow AND improve systems
- Fast learner, fast thinker, fast executor
- Organized and detail-oriented
- Tech-savvy (CRM, spreadsheets, Google Workspace)
- Experience in customer-facing roles (preferably US clients)