Director of Member Experience & Operations

Heimat•Los Angeles, CA

1d•$110,000 - $115,000•Onsite

About The Position

The Director of Member Experience & Operations serves as a senior operational leader responsible for overseeing the day-to-day execution of member experience, hospitality operations, and member programming throughout HEIMAT Los Angeles. Acting as the primary operational partner to the Managing Director, this role ensures all member-facing departments deliver a seamless, elevated, and hospitality-driven experience aligned with the HEIMAT brand. This position oversees member experience initiatives, club operations, event programming, and cross-functional operational coordination to support member engagement, retention, service excellence, and overall club performance. The role works in close partnership with Marketing, Food & Beverage, Facilities, Fitness, Spa, and Membership leadership teams to drive operational alignment, communication, and consistency across the club. Additionally, this role serves as a key operational leadership position within HEIMAT Los Angeles and provides direct oversight of the Assistant Club Manager, Membership Operations Manager, Duty Managers, Membership Advisors and Events Coordinators and/or Event Support Team Members. The ideal candidate brings strong leadership, operational discipline, hospitality expertise, and the ability to cultivate meaningful relationships within a luxury lifestyle environment.

Requirements

Minimum of 7 years of leadership experience within luxury hospitality, lifestyle, wellness, hotel, private club, or member-driven environments.
Proven operational leadership experience managing high-volume guest or member experience environments.
Strong background in hospitality operations, member relations, event programming, and cross-functional team leadership.
Experience working with VIP clientele and luxury service standards preferred.
Strong business and financial acumen, including budgeting, labor management, scheduling, and operational planning.
Exceptional communication, interpersonal, organization, and service recovery skills.
Ability to multitask, prioritize, and maintain professionalism within a fast-paced and highly dynamic environment.
Ability to take initiative independently while collaborating effectively across departments.
Demonstrated ability to exercise independent judgment and make operational decisions within a fast-paced luxury hospitality environment.
Experience with POS systems, CRM systems, scheduling software, payroll systems, and operational platforms preferred.
Must be flexible and able to work a variety of shifts, including days, nights, weekends, holidays, and club events.
Natural leader that is organized, structured, hospitality-driven, and solutions-oriented.
Passion for hospitality, wellness, culture, and luxury member experiences.

Responsibilities

Lead and oversee the overall member experience throughout all operational touchpoints within the club.
Act as a senior escalation point for member relations, service recovery, operational concerns, and hospitality-related matters.
Oversee the day-to-day operational flow of the club, ensuring consistency in presentation, cleanliness, communication, and service standards.
Monitor member satisfaction and ensure a consistently evolving world-class member experience aligned with the HEIMAT brand values.
Partner cross-functionally with Membership, Fitness, Spa, Food & Beverage, Marketing, and Facilities teams to ensure seamless club operations and member engagement.
Develop and implement hospitality-driven service standards, operational procedures, and member engagement initiatives.
Support operational audits, inspections, and walkthroughs to ensure all areas of the club meet luxury hospitality standards.
Oversee all member-facing events, member programming, activations, and private events to ensure execution to company standards.
Manage the club’s event calendar and coordinate interdepartmental communication and operational planning related to events and programming.
Create, update, and maintain event documentation, production timelines, and operational communication plans.
Develop relationships with local partners, vendors, wellness professionals, entertainment partners, and community stakeholders to support club programming and member engagement initiatives.
Collaborate with Marketing to support club activations, partnerships, social engagement initiatives, and member communications.
Assist in operational labor planning, departmental expense management, and budget accountability related to member experience, events, and club operations.
Assist in overseeing event budgets, vendor negotiations, and operational costs while maximizing member engagement and revenue opportunities where applicable.
Lead, coach, and develop member-facing operational teams while fostering a culture of accountability, professionalism, and hospitality excellence.
Assist with recruiting, onboarding, scheduling, training, and performance management initiatives related to member-facing departments.
Maintain a strong understanding of the competitive luxury hospitality, wellness, and private club landscape within the Los Angeles market.
Serve as a visible leader within the club, actively engaging with members, guests, team members, and operational partners.
Support the Managing Director as a strategic operational leader within the club leadership team.
Any other tasks and/or duties as assigned by the Managing Director or Support Center Team.