Service & Operation Manager

The Service & Operations Manager is responsible for ensuring that every service delivered across the wellness center meets the highest standards of quality, consistency, and refinement. This role leads service excellence across all departments, manages practitioners and department leads, optimizes scheduling and operational flow to reduce administrative friction, and provides ongoing training, guidance, and support to the practitioner team.

This position plays a critical leadership role in translating Redmint’s service philosophy into daily practice—ensuring protocols are upheld, practitioners are supported, and the guest experience is exceptional, seamless, and consistent across locations.

• Own and uphold service excellence standards across all departments, ensuring each treatment is delivered with consistency, refinement, and high quality.
• Develop, refine, document, and enforce treatment protocols, service standards, and SOPs in alignment with company values and clinical best practices.
• Conduct regular service observations, audits, and reviews to ensure continuous refinement and improvement of services and protocols.
• Work with operation and leadership team to evolve service offerings based on feedback, outcomes, and brand direction.
• Support the recruitment, onboarding and integration process for practitioners, including practical interviews, scheduling set up, system access and workflow orientation.
• Manage service departments and practitioners’, providing leadership, accountability, and performance guidance.
• Support practitioner success through coaching, feedback, and professional development, fostering confidence, skill growth, and consistency.
• Work HR and other managers to ensure staffing levels, service readiness, and operational needs are met.
• Address practitioner performance issues, service deviations, or workflow challenges with clarity and professionalism.

• Design and implement training programs for new and existing practitioners focused on protocols, service excellence, and guest experience.
• Serve as a key support resource for practitioners—answering questions, troubleshooting challenges, and ensuring operational clarity.
• Foster a culture of learning, accountability, and service pride across all departments.

• Ensure client concerns related to service quality are addressed promptly, thoughtfully, and professionally.
• Analyze client feedback and service data to identify trends and opportunities for improvement.
• Partner with leadership to implement improvements that elevate both the guest and practitioner experience.

• Ensure treatment spaces, equipment, and facilities support optimal service delivery.
• Collaborate on special projects and initiatives as assigned by CEO office.
• Assist in advancing operational excellence across the organization.
• Assist in appointment flow, room utilization, and schedule design to reduce administrative burden and maximize practitioner efficiency as needed.
• Continuously assess and refine scheduling systems, templates, and workflows to improve service delivery.

• Minimum 5+ years of management experience in a wellness center, spa, hospitality, or service-driven environment.
• Possess the mindset to create impactful client experiences with profound results;
  Customer-focused with a commitment to delivering top-quality holistic healing service.
• Demonstrated experience managing practitioners, departments, or multidisciplinary team.
• Quick learner, organized and strong attention to details.
• Strong understanding of service quality standards, protocol development, and training.
• Proven ability to balance operational efficiency with elevated guest experience.
• Exceptional communication, coaching, and problem-solving skills.
• Highly organized, detail-oriented, and systems-minded.
• Proficiency with operations and scheduling platforms;
  Mindbody experience strongly preferred.
• San Francisco or Bay Area familiarity strongly preferred.
• Willingness to work one weekend day and selected holidays.

• Full time exempt employee.
• Market rate compensation with health benefit and performance bonuses.