People and Operations Site Manager

Body Techniques•Sunnyvale, CA

1d•$70,304 - $75,000•Hybrid

About The Position

Body Techniques is seeking a Site Manager to oversee people leadership, operations, and service delivery for their high profile tech client, Google. The Site Manager for the Google account reports to the Google Site Director. This role requires a skilled people leader with operational expertise, acting as the liaison between Body Techniques, providers/massage therapists, the Google Global Health & Performance Management team, supervisors, and associated vendor partners. The Site Manager is the main point of contact for provider support regarding site policy, service expectations, scheduling, daily operations, and provider professional development. This role champions and leads change with ease and positivity in an ever shifting and dynamic environment. This includes regular communication with Body Techniques leadership and onsite providers. The Site Manager moves through operational challenges with confidence, tracking metrics, and analyzing business, including the expansion and growth of the account by meeting and exceeding metrics such as utilization, customer service satisfaction, and hours budgets. The Site Manager is first and foremost a people leader and skilled operations professional, who can balance people development with daily, high volume site management. The role is full time, requires specific working hours, and multiple weekly onsite visits.

Requirements

BA/BS level of education
3 - 5 years in people leadership and/or retail management
Experience as an individual contributor and team-player
Has led teams of 50 or more individuals
Experienced in operational protocols/project management
Reliable high speed internet connection is a must
Experience working successfully in a hybrid or remote environment

Nice To Haves

Bonus points for a passion for wellness and/or fitness

Responsibilities

Act as an ambassador for the Body Techniques brand.
Actively engage with provider and operations teams with the aim of seamless and superior service delivery.
Appropriately communicate upward, laterally, and flow information in all directions including BT and Google teams and leaders, and BT providers.
Write and post accurate schedules in a timely manner.
Analyze business metrics and prepare for growth.
Attend and lead team meetings regularly.
Be responsible for 'emergency alerts'.
Demonstrate professionalism, flexibility, and adaptability when working through operational challenges and obstacles.
Be a creative problem solver who strives for solutions, and knows when to consult with the team for support.
Maintain updated knowledge of client process and service requirements and ensure these are communicated to the provider team and BT leadership.
Contribute to Monthly and Quarterly Business Reviews (QBR), weekly reports, and all other business-related meetings as assigned.
Meet and exceed expectations in performance metrics such as hours budget, customer satisfaction, program utilization, inventory costs, new site preparedness, GUTs response times, and team development.
Expertly use current and emerging technology to support the providers and Google team (e.g., Appointy/Zoho/Google suite).
Conduct regular site visits, twice a week or more.
Consistently understand and apply the vision, mission, and goals of BT and where Google fits into this plan, and actively support these goals.
Exhibit ethical and equitable work habits.
Engage with the BT provider team through regular virtual check-ins and have experience with performance-based communication.