Job Description The Operations Manager is a key leadership role responsible for the performance, standards, and team culture across all Flow Studio locations. You will lead a team of Studio Supervisors and support staff to ensure every location is operating efficiently, delivering an exceptional client experience, and achieving its KPIs. This role requires oversight of daily operations, scheduling systems, client service teams, and private bookings across Malaysia and Singapore. You are the glue that holds the operations together - balancing strategy and systems with people leadership and client empathy. Key Responsibilities Multi-Studio Operations Oversight Ensure all studios maintain premium cleanliness, readiness, and brand-standard presentation Conduct regular audits and walkthroughs, with documentation and action follow-ups Proactively manage studio operational needs: repairs, equipment servicing, towel + prop inventory Maintain vendor relationships (cleaning, laundry, maintenance, supplies) and evaluate performance quarterly Lead the implementation, enforcement, and optimisation of SOPs across all locations Online Scheduling & System Management Oversee scheduling accuracy for all studios; ensure classes are covered and aligned to demand Review weekly class performance and propose changes to improve utilization Flag and troubleshoot booking system issues especially those impacting payments or client access Ensure class descriptions, times, and categories are consistently updated across all platforms Coordinate with marketing and programming teams for seasonal campaigns or scheduling shifts Team Leadership & Department Oversight Hire, train, and coach a team of Studio Supervisors, Client Experience Executives, Front Desk staff and Conduct monthly 1:1s and quarterly reviews with direct reports Ensure front desk and support teams are consistently trained in SOPs, upselling, service etiquette, and escalation handling Create and implement training roadmaps for all studio-facing roles including onboarding, shadowing, and assessments Build a high-performing studio culture that reflects The Flow Studio's values: warmth, professionalism, and excellence Client Service, Privates & Scheduling Oversight Serve as the senior escalation point for any high-touch client service issue (e.g. refunds, poor experience, policy disputes) Oversee private session workflows: lead distribution, scheduling alignment, and instructor matching Work closely with Private Client Leads and Scheduling team to balance resources and demand Monitor response time and tone across WhatsApp, Instagram, and email support channels Standardise service protocols for client onboarding, retention, complaints, and feedback management Lead regular service excellence training refreshers for client-facing staff KPI Monitoring & Performance Reporting Track, report, and present key studio performance metrics on a monthly basis Track and report Client service NPS and Google Review scores Front desk conversion and upsell performance Create and maintain studio performance dashboards with monthly reporting to management Proactively identify and address gaps in people, process, or scheduling that impact revenue or experience Set and enforce monthly targets with supervisors Cross-Functional Collaboration Work closely with the Marketing, Programming, and Teacher Development teams for campaign alignment, training needs, and schedule management Collaborate with Finance to manage operational budgets, vendor costs, and refund workflows Partner with Tech/System Admins to enhance scheduling, reporting, and automation tools Reporting & Rhythm Weekly reporting on studio performance submitted every Monday Monthly dashboard with KPI commentary submitted by the 10th of each month Quarterly performance reviews with direct reports Immediate escalation of major service failures, system outages, or compliance breaches Requirements 3-5 years of experience in retail, F&B, hospitality, or fitness multi-location operations Proven leadership managing studio or outlet teams, including frontline and supervisor-level staff Experience with scheduling platforms, CRM tools, and service ticketing workflows Strong numerical literacy and familiarity with reporting dashboards Outstanding people leadership: confident, supportive, proactive, and communicative Exceptional organization, prioritization, and time management skills Willing to travel between studios and support occasional evenings/weekends for training, events, or activations Show more Show less