Office Manager

SEV Laser•Burlingame, CA

11d•$70,500 - $70,500•Onsite

About The Position

The Office Manager is responsible for leading the overall performance, operations, and team development of the office. This role is accountable for delivering the SEV experience as designed—ensuring clinical excellence, strong treatment outcomes, and a consistent, high-quality client experience. The Office Manager builds and leads a high-performing team, drives a positive and accountable culture, and owns office-level business performance, including revenue growth, profitability, and client satisfaction.

Requirements

Full-time, on-site presence required.
Availability during evenings, weekends, and holidays based on business needs.
Up to 5 days per week in office as agreed with District Leadership.
Minimum expectation: in-office presence every Friday and every other Saturday or Sunday.
Additional weekend or holiday coverage may be required based on business demand, staffing needs, and peak periods.

Responsibilities

Lead, coach, and develop team members to consistently deliver on performance expectations tied to clinical outcomes, client experience, revenue and profitability.
Set and inspect clear daily and weekly goals across all roles, including: Package and membership conversion, Trial conversion, Rebooking rates, 5-star review generation and OSAT (“highly satisfied”) scores, Room utilization.
Coach teams in real time to improve performance against these goals, reinforcing behaviors that drive results.
Foster a positive, accountable, and performance-driven culture aligned with SEV values.
Foster effective communication with direct reports, managers, and cross-functional business partners to ensure alignment with organizational goals, operational priorities, and brand standards.
Proactively manage staffing levels to ensure sufficient trained coverage to meet client demand across all roles.
Maintain a strong talent pipeline through ongoing recruiting, networking, and partnership with leadership.
Drive team member retention by fostering a positive, performance-driven culture and investing in ongoing development, coaching, and career growth opportunities.
Ensure timely onboarding and training of new hires to productivity standards.
Continuously assess team capacity and skill levels, taking action to address gaps in coverage, performance, or capability.
Plan ahead for growth, seasonality, and turnover to ensure the office is consistently staffed to deliver on utilization, revenue, and client experience goals.
Ensure all services are delivered in accordance with SEV clinical protocols, maintaining high treatment quality and outcomes.
Ensure reception and provider teams consistently deliver the SEV Experience Standards as designed, from first interaction through checkout.
Reinforce front desk excellence, including client welcome, client communication, and closing behaviors that support conversion and satisfaction.
Partner with clinical leaders to ensure consistency in treatment delivery and outcomes.
Drive OSAT and 5-star review performance by reinforcing service behaviors that result in highly satisfied clients.
Oversee daily operations to ensure efficient workflow, maintaining >90% room utilization on average.
Manage scheduling and staffing to optimize productivity, including services per provider hour and overall team efficiency.
Ensure compliance with all operational procedures, safety protocols, and service standards.
Protect company assets by ensuring facilities are maintained to brand standards, equipment is properly cared for and operational, and expenses are managed responsibly in accordance with company budgets and financial objectives.
Own and drive performance to meet or exceed GAAP and Cash revenue budgets.
Drive package and membership conversion, including conversion from trial to next service or package.
Ensure teams consistently leverage outbound client calls, promotions, and client interactions to maximize revenue per visit.
Execute and monitor grassroots marketing efforts, ensuring minimum activity levels are met to support traffic and demand generation.
Own office profitability, with a focus on maintaining labor within budget as a % of revenue.
Manage productivity metrics, including appointments per receptionist hour and services per labor hour.
Oversee inventory management to ensure appropriate stock levels while minimizing waste and controlling costs.
Ensure every client interaction reflects SEV’s service standards and brand values.
Resolve escalated client concerns effectively, protecting both the client relationship and the business.
Drive consistent improvement in OSAT scores and 5-star review volume, ensuring feedback is actively used to improve performance.
Maintain accurate reporting across all key performance metrics.
Oversee ordering, inventory controls, and cost management processes.
Ensure the office is clean, organized, compliant, and operating at a high standard at all times.
This job description is not intended to be exhaustive. The Office Manager is expected to participate in and support all activities reasonably necessary to operate the business, ensure compliance, and deliver results. Duties, responsibilities, and activities may change at any time with or without notice to meet the needs of the business.
Leaders may also be asked to participate in organization-wide initiatives, including committees or working groups, to provide field perspective and input on new programs, launches, and events.