Director of Operations

REMOVERY LLC • Austin, TX

7d • Onsite

About The Position

Join us at Removery - the global leader in laser tattoo removal. We aim to normalize tattoo removal and empower people to feel comfortable in their skin. We provide the highest quality of service and care at every stage of our clients’ removal or fading journeys. Removery was formed in 2019 through a merger of the four leading tattoo removal brands. Now, with more than 160 studios located in the United States, Canada, and Australia, and over two million successful treatments to date – we have raised the standard for the entire industry. Using best-in-class innovative PicoWay® laser technology, we ensure safe and effective tattoo removal. The foundation is in place continue growing globally, as we are committed to making tattoo removal safe and accessible to as many people as we can.

We are seeking a strategic and results-oriented Director, Operations to lead a division of our multi-unit tattoo removal business across the United States. This role is responsible for overseeing all operational aspects of their assigned division, including financial performance, team leadership, and compliance. This role will oversee assigned Regional Managers in delivering growth and operational excellence across all their assigned division. This position is based at our corporate headquarters in Austin, TX.

Requirements

• High school diploma or equivalent (Bachelor’s degree in Business, Communications, or related field preferred)
• 10 years of professional experience in multi-unit operations leadership, preferably in healthcare, aesthetics, or wellness.
• Proven success in managing P&L and driving operational performance.
• Strong leadership and team development capabilities.
• Experience managing medical and legal vendors is highly preferred.
• Excellent communication, negotiation, and organizational skills.
• Ability to build relationships and work successfully with cross-functional partners on all Operations issues.
• Willingness and ability to travel to locations across North America

Responsibilities

• Owns the P&L for the assigned division, with direct accountability for revenue, contribution margin, controllable expense, and EBITDA performance against budget.
• Delivers the divisional budget by setting clear regional targets, monitoring weekly and monthly variance to plan, and partnering with the SVP, Operations to course-correct when performance trends off-track.
• Owns divisional P&L and studio contribution margin at both the studio and regional level, with regular review of margin variance by studio cohort and operating tier.
• Drives the core four KPIs, the primary operating lens for studio and regional performance. Monitors and analyzes KPIs to identify underperformance early, diagnose root causes, and direct intervention through the Regional Manager line.
• Translates the strategy pillars into regional operating plans, and ensures Regional Managers have clear, measurable objectives tied to each pillar.
• Closes the gap between top- and bottom-quartile studios by deploying playbooks, peer learning, and targeted regional support to lift the floor of performance across the division.
• Directly manages the Regional Managers in the assigned division, setting expectations, cadence, and standards for how regions are run.
• Coaches and develops Regional Managers through structured 1:1s, field visits, performance reviews, and stretch assignments — building bench strength for future Director and Regional Manager roles.
• Holds Regional Managers accountable for studio-level execution, including staffing, scheduling, conversion discipline, clinical adherence, and client experience.
• Ensures continuity of leadership coverage across regions during leave, vacancies, or transitions, and partners with the People team on succession planning.
• Establishes a high-performance culture grounded in clear goals, transparent metrics, recognition, and direct feedback.
• Develops and implements operational strategies that improve studio performance, client experience, and consultation conversion across the division.
• Codifies and institutionalizes best practices including the De Novo studio playbook, consultation workflow, booking discipline, and scheduling standards and ensures consistent adoption region-by-region.
• Reduces operational waste by tightening scheduling, no-show recovery, capacity utilization, and adoption of digital booking
• Partners with Marketing and the Contact Center to optimize the full funnel from lead through graduation, with shared accountability for conversion at each stage.
• Drives consultation efficiency with accountability for lifting performance at the divisional level by improving consultation quality, conversion technique, package fit, and paid in full percentage across every region.
• Improves treatment efficiency by tightening treatment cycle times, optimizing booking density, reducing no-shows and gaps, and ensuring laser utilization is maximized within the bounds of clinical safety and the Standard of Care.
• Partners with Marketing to optimize Marketing spend, holding the funnel accountable end-to-end, including lead cost, booking rate, show rate, start rate, and collections. Ensures the Operations team converts paid leads at the rate the marketing investment demands.
• Holds Regional Managers accountable for conversion discipline, so that marketing-generated leads translate to revenue, and any conversion shortfall is diagnosed and closed at the studio level rather than absorbed as wasted spend.
• Champions digital booking and self-service adoption to reduce live-agent cost per booking, reinforcing the channel rebalancing toward 60% digital.
• Identifies and scales efficiency wins across the division: schedule design, scripting, virtual consult conversion, and capacity unlocks (including 6-day operating expansion where the case is proven) turning local outperformance into divisional standard.
• Ensures every studio operates in accordance with Removery's Standard of Care protocol and applicable local, state, and federal health, safety, and legal regulations.
• Partners with the Clinical team (Chief Medical Officer, Director of Clinical Operations, and other roles) to embed clinical standards in regional operating routines and to support credentialing requirements across studios.
• Leads internal audits and corrective action in the assigned division, escalating systemic risk and tracking remediation to closure.
• Stays current on industry trends and regulatory changes impacting laser tattoo removal services in the US.
• Supports market expansion including site selection input, new studio launches, ramp planning, and operational setup for the division.
• Provides regional insight to the SVP, Operations and broader Senior Leadership Team on opportunities, risks, and competitive dynamics across the division.
• Collaborates cross-functionally with Marketing, Clinical, People, Finance, Procurement, and Tech to align regional operations with global strategy and the Trust Velocity narrative.
• Contributes to enterprise-level initiatives including operating model evolution, schedule expansion (e.g., 6-day operations), and studio-portfolio decisions.

Benefits

• Comprehensive Medical, Dental, Vision, STD and LTD
• Company paid Life Insurance. Plus, the option to purchase more!
• Additional optional coverages such as Short and Long-term disability, Flexible Savings Accounts, etc.
• Paid Parental Leave based on tenure.
• Eight (8) company paid holidays plus additional floating holidays based on tenure.
• Flexible Paid Time Off
• 8 hours of paid volunteer time per year
• 401(k) Program with generous company match
• Team Member Referral Bonus Program
• Employee Assistance Program – resources to help you manage work-life balance.
• Collaborative work environment with an amazing culture, committed to diversity and inclusion.
• Ongoing training and opportunities for advancement with a growing global company

What This Job Offers

• Job Type: Full-time
• Career Level: Director