Regional Manager

Rockstar•Los Angeles, CA

About The Position

Rockstar is recruiting for a growing multi-location medspa with a strong brand and devoted community delivering high-quality aesthetic treatments and skincare services. They are expanding and looking for a Regional Manager who can take full ownership of their locations’ day-to-day operations so their team delivers a consistently excellent experience across every site. The Regional Manager is responsible for locations running smoothly across four areas: Space, People, Process, and Performance. This role will take full ownership of the non-medical side of the medspa locations—driving results, building scalable processes, and holding teams to high standards. This is a high-accountability, high-autonomy role. This person is the first line of defense, ensuring operational issues are resolved before they escalate.

Requirements

10+ years of experience in medspa, aesthetics, beauty, wellness, hospitality, or retail, with 5+ years in a multi-unit management role.
Must have experience managing teams.
Track record of owning a budget and making decisions that drive growth.
Obsessed with tracking KPIs—not just reporting the numbers but taking aggressive action when things are off track.
Process-oriented—brings structure and systems, not just energy. Builds things that scale.
Highly detail-oriented—nothing falls through the cracks, even when moving fast.
A coach and an enforcer—creates a positive working environment while holding people accountable to high standards.
A proactive problem solver—doesn’t wait for permission or instruction. Sees a problem, fixes it.
Strong follow-through—owns initiatives from start to finish, ensuring implementation, adoption, and measurable success.
Experience with scheduling and booking platforms, POS systems, and standard business tools (Google Workspace, Excel/Sheets).

Responsibilities

Manage and hold Location Managers and Patient Coordinators accountable for their goals and performance across all locations.
Lead recruiting, hiring, and onboarding for Managers and Patient Coordinators.
Own training and ongoing development—initial onboarding, role-specific training, and refreshers as policies change.
Conduct performance reviews, provide coaching, and oversee performance improvement plans through to resolution.
Handle conflict resolution between team members and between team and customers, escalating to CEO/Head of Operations as needed.
Set clear goals for Managers and track progress through regular coaching and 1:1s.
Lead weekly manager meetings and full-team meetings to share updates, review policies, launch initiatives, address operational challenges, and gather team feedback.
Drive cross-location consistency—every customer should have the same experience at every location (scripts, greetings, intake, follow-up).
Track, analyze, and drive key performance metrics. Develop action plans when goals are off-track and implement them.
Manage location budgets & personnel cost.
Proactively assess and implement strategies to increase revenue, enhance customer experience, and improve the efficiency of each location.
Continuously identify cost-saving opportunities and efficiency improvements without compromising the customer experience.
Own location schedules end-to-end. Analyze traffic patterns by location, day, and hour, and adjust staffing to match demand.
Own customer complaints, disputes, chargebacks, and negative reviews—resolve directly when possible, coach through resolution when appropriate, and escalate as needed.
Ensure all customer emails, messages, and waitlist inquiries are responded to within 48 hours across every location. Manage staff to enforce this standard and audit response times regularly.
Ensure all locations remain compliant with labor laws—breaks, overtime, time-card accuracy, and proper classification.
Ensure corporate initiatives are implemented, tracked, and reported on.
Ensure all policies are executed correctly at every location. Audit transactions regularly and coach front desk staff when locations are out of compliance.
Ensure every location is organized, clean, and well-maintained. Conduct regular site walk-throughs and uphold cleaning and maintenance standards across all locations.
Oversee repairs and facilities issues end-to-end—sourcing vendors, getting quotes, and managing the work in cooperation with location managers.
Ensure opening and closing procedures are followed at every location per standard checklist.