Studio Experience Manager

alts| Alteration Specialists + LABEL•New York, NY

8d•Onsite

About The Position

At Alts, we're redefining what modern tailoring looks like by combining exceptional craftsmanship with an elevated hospitality experience. We're looking for a Studio Experience Manager to lead the client experience, front-of-house operations, and overall daily execution of one of our studios. This is a true leadership role with ownership over the client journey, studio operations, administrative accuracy, and front-of-house team performance. As the Studio Experience Manager, you are responsible for ensuring every client receives an exceptional experience while keeping the studio running efficiently behind the scenes. You'll work in close partnership with the Tailoring Shop Manager, who leads the production team and garment craftsmanship. Together, you operate as one leadership team, balancing client expectations, operational excellence, and production capacity to deliver an outstanding experience from first fitting through final pickup. Reporting directly to the Studio Area Manager, you'll have the opportunity to build a high-performing team, develop future leaders, and make a measurable impact on the success of your studio.

Requirements

5+ years of leadership experience in hospitality, luxury retail, premium service, operations, or multi-service environments.
Minimum 3 years of experience directly managing and developing teams.
Demonstrated success managing both client experience and operational execution simultaneously.
Strong experience with POS systems, scheduling platforms, ticket management, workflow software, or similar operational tools.
Proven ability to manage multiple priorities while maintaining exceptional attention to detail.
Experience analyzing operational performance and implementing process improvements.
Outstanding communication, coaching, and conflict-resolution skills.

Nice To Haves

Experience with Notion or similar operational platforms is a plus.
Tailoring or fashion experience is not required; an appreciation for craftsmanship and quality is essential.

Responsibilities

Own the complete client journey from first appointment through final pickup.
Create an elevated hospitality experience that reflects the Alts brand on every visit.
Build long-term client relationships that drive loyalty, retention, referrals, and lifetime value.
Resolve client concerns and escalations with confidence, empathy, and professionalism while following company policies.
Turn service recoveries into opportunities to strengthen trust and client retention.
Continuously evaluate and improve the in-store client experience through observation, coaching, and feedback.
Lead by example, setting the standard for professionalism, warmth, and exceptional service.
Own the daily operation of the studio, ensuring smooth client flow, appointment management, and front-of-house execution.
Oversee appointment scheduling, check-in, checkout, client routing, and studio organization.
Maintain visibility into production capacity and studio workload to support efficient scheduling.
Ensure garments move accurately through every stage of the workflow, from intake through pickup.
Maintain impeccable studio presentation, organization, cleanliness, and operational standards.
Own opening and closing procedures while ensuring operational readiness throughout the day.
Identify operational bottlenecks and implement solutions before they impact clients or production.
Own the administrative accuracy of every order from intake through pickup.
Ensure all garments, services, pricing, due dates, alterations, client notes, measurements, and special instructions are accurately entered into the POS system.
Maintain complete and accurate documentation throughout the lifecycle of every order.
Monitor production timelines daily and ensure ticket statuses remain accurate and up to date.
Perform daily audits of upcoming due dates, overdue garments, production queues, and outstanding client follow-up.
Proactively communicate production updates or delays to clients before concerns arise.
Coordinate transfers, deliveries, pickups, courier requests, and special handling requirements.
Ensure no garment is delayed due to administrative errors, incomplete documentation, inaccurate ticketing, or lack of communication.
Maintain operational accuracy across all systems and ensure reporting reflects the true status of production.
Lead, coach, and develop the front-of-house team to deliver exceptional client experiences every day.
Build a culture centered on accountability, professionalism, hospitality, and operational excellence.
Conduct regular coaching conversations, performance reviews, and development planning.
Create staffing schedules that support business needs while maximizing productivity.
Train new team members on operational procedures, client experience standards, and company expectations.
Reinforce policies, SOPs, and operational consistency through daily coaching.
Hold team members accountable for performance, administrative accuracy, and service standards.
Foster a positive, collaborative, and high-performing team environment.
Serve as the operational partner to the Tailoring Shop Manager, creating one unified leadership team for the studio.
Meet daily to review production capacity, due dates, quality concerns, client priorities, and operational risks.
Balance production needs with client expectations while protecting craftsmanship and delivery commitments.
Identify at-risk orders early and implement recovery plans before client commitments are affected.
Coordinate priorities between the front of house and production team to ensure seamless execution.
Support production planning by maintaining accurate operational information and communicating changes quickly.
Jointly own the studio's overall performance, including client satisfaction, operational execution, on-time delivery, quality, team performance, retention, and financial results.