Client Operations Manager

Playbook•New York, NY

175d•$130,000 - $150,000•Onsite

About The Position

Your mission is to oversee day-to-day service delivery at multiple client locations. Upon hire, you will manage locations across the country. For each of our sites in these cities, you will manage and support your onsite host teams, ensuring high-quality operations that align with client expectations and our company standards. Think of your role as the essential bridge between the frontline team members that you manage (our hosts) and our leadership team. As a result of your time in this role, you supported Playbook in exponential growth nationwide. You were able to retain both your clients and host teams, and the way your team performed elevated the bar for the rest of our company. Your leadership played a pivotal role in reshaping the workplace experience, proving that office spaces can do more than function; they can inspire.

Requirements

5+ years of experience in operations, hospitality, facilities, or client services—preferably in a multi-site or field management role.
Experience from industries that are focused on people - not products.
At least 3 years of experience managing full-time team members, with demonstrated ability to motivate and lead high-performing teams.
Experience serving as the primary point of contact for multiple client stakeholders across various locations and time zones.
Experience managing budgets, interpreting P&L reports, and confidence in using these to create and present operational and financial reports summarizing key metrics and trends.
Familiarity with and/or passion to learn about the commercial real estate ecosystem. This includes understanding our key stakeholders (Asset Management, Leasing, Property Managers, Facilities, Security) and landlord priorities (leasing, operational expenses, etc.).
Obsessively client-centric. Prioritize partner needs, ensuring their success and fostering long-term relationships.
Led effective client meetings that deliver value and contribute to strong partner relationships.
Effectively managed the customer lifecycle, including onboarding, steady state, renewals, growth, and expansion.
Thoughtful communicator. Responsible for all client communication, including scheduling and leading meetings and closing the loop on all next steps to ensure everyone feels informed, heard, and aligned.
Embody our brand. Represent our company with professionalism and expertise, building trust and championing our brand mission and values.
Served as a trusted advisor to clients, providing strategic direction and ensuring the delivery of value across our products and services.
Strategic thinker. Make data-driven decisions with a long-term focus to drive customer and business growth.
Exceptional leader and coach. Managed high-performing teams in the past and have provided exceptional feedback, coaching, and support to them that ensured they were highly successful.
Remarkably organized. Efficiently manage tasks, projects, and resources, ensuring timely and accurate support for our partners and Hosts.
Can thrive in a dynamic, fast-paced, collaborative startup environment.

Responsibilities

Oversee and inspire host teams (including experience directors, event managers, and fitness team members) across multiple client locations, creating a culture where team members feel supported, motivated, and excited to grow.
Ensure seamless daily operations that meet both company standards and client expectations.
Conduct regular site visits and virtual check-ins to maintain high service quality and team engagement.
Partner with the People Team to hire top talent and deliver exceptional onboarding experiences.
Act as the primary operational contact for client stakeholders at each location, typically property or asset managers.
Build strong, trust-based relationships through consistent communication and proactive issue resolution.
Identify potential risks, service gaps, or concerns and escalate them to the Strategic Advisor to ensure client satisfaction and long-term partnership success.
Track and analyze key performance indicators (KPIs) across all sites to measure success and identify areas for improvement.
Prepare and deliver monthly and quarterly operational updates for both internal teams and external stakeholders.
Leverage data and client feedback to inform continuous improvement strategies and enhance overall service delivery.
Lead the rollout of new initiatives, policies, and operational enhancements across host teams to drive consistency and excellence.
Ensure strict adherence to standard operating procedures, brand guidelines, and compliance requirements.
Collaborate closely with cross-functional teams to optimize performance and elevate the overall client and tenant experience.