Director of Operations at Sparrows Nest

Job DescriptionJob DescriptionSalary: Annual salary plus perks & bonusesBusy maternity wellness spa and boutique in Pasadena is seeking a Director of Operations to help lead our team with clarity, warmth, and operational excellence. This role is responsible for the full rhythm of day-to-day operationssupporting staff, refining systems, ensuring an exceptional client experience, and keeping the business running smoothly. Were looking for someone who cares deeply about womens health, communicates with ease, and enjoys managing both people and processes.The ideal candidate will possess the following:3-5 years experience supervising a team of 10+ in a spa, hospitality or retail settingProven ability to provide top-quality customer service, and ability to train and motivate the team to consistently perform at that levelExperience in recruiting, interviewing, hiring and onboarding Financial literacy with budgets and profit & loss statements, and financial performance metricsAbility to multi-task and thrive in a fast-paced environmentSalaried position, 40+ hours per week. We are open 7 days so this position has some schedule latitude. Typical work week would include at least one evening and one weekend day, and would require occasional flexibility with unexpected coverage.Strong verbal and written communication skillsPositive and enthusiastic attitudePosition Objectives include:Ensuring that customer expectations are exceededDirectly managing support and therapy teams, including scheduling, ensuring appropriate coverage at all timesBuilding on our company culture of nurturing and educating our guestsSupervising stock levels for retail and professional use, and visual merchandising of retail areaExhibiting a professional attitude, diplomacy and an ability to handle difficult situationsUpholding gracious front desk procedures in the booking and handling of customersMonitoring customer satisfaction and responding immediately to any complaints or inquiriesManagement of facility & maintenance issues