Job Description

The Manager, Operations Excellence plays a key role in elevating the member experience by supporting the development, communication, and execution of service and operational standards across Equinox clubs. This role partners closely with field leaders, Learning & Development, Club Operations, and the Senior Director of Standards to ensure teams have the tools, resources, and insights needed to consistently deliver a premium member experience.

Through the development of service content, operational standards, performance insights, and member experience initiatives, this role helps create consistency across the club portfolio while identifying opportunities to improve execution, drive accountability, and strengthen member satisfaction. In this role, you will:

• Develop and maintain service excellence content, including playbooks, videos, scorecards, coaching tools, and recognition programs that define and reinforce the Equinox member experience.
• Partner with field leaders to identify, celebrate, and share examples of exceptional service, ensuring best practices are recognized and replicated across clubs.
• Create tools and reinforcement mechanisms that embed service behaviors into the daily operating rhythm of clubs beyond traditional training programs.
• Partner with the Senior Director of Standards to develop, maintain, and communicate operational standards related to cleanliness, equipment condition, facility presentation, and overall club excellence.
• Translate standards and operating protocols into clear, actionable guidance that supports consistent execution by General Managers and club teams.
• Continuously identify opportunities to improve operational efficiency, simplify processes, and enhance how clubs uphold the Equinox standard.
• Analyze NPS results, member feedback, and operational performance data to identify trends, uncover opportunities, and provide actionable recommendations to field leadership.
• Develop reporting tools, dashboards, and summaries that help leaders understand member feedback and monitor progress over time.
• Partner with club and regional leaders to investigate root causes, implement solutions, and drive continuous improvement in the member experience.
• Lead initiatives that elevate front desk and member-facing service standards, ensuring every interaction reflects the premium nature of the Equinox brand.
• Develop audit tools, self-assessments, mystery shop programs, and other mechanisms that allow clubs to evaluate and improve performance against established standards.
• Collaborate with Learning & Development to integrate service and operational best practices into onboarding, training, and ongoing development programs.

Qualifications

• Bachelor’s degree required.
• 5-7 years of experience in operations, member/guest experience, service quality, hospitality, retail operations, or a related field, ideally within luxury hospitality, premium fitness, or a consumer brand with high service standards.
• Proven ability to translate operational standards and expectations into clear, engaging content, tools, and resources that support frontline execution.
• Experience analyzing NPS, Voice of Customer (VOC), operational performance metrics, or similar feedback data to identify trends and drive action.
• Strong written and verbal communication skills with the ability to create content for diverse audiences, including frontline teams and operational leaders.
• Passion for delivering exceptional member experiences with strong attention to detail and a commitment to operational excellence.
• Demonstrated ability to work cross-functionally and influence stakeholders without direct authority.
• Strong organizational, project management, and problem-solving skills with the ability to manage multiple priorities simultaneously.
• Proficiency with Microsoft Office and reporting tools, with the ability to synthesize information into actionable insights.

Pay Transparency: Min $90k - Max $100k

Additional Information

_ AS A MEMBER OF THE EQUINOX TEAM YOU WILL RECEIVE:_

• We offer competitive salary, benefits, and industry leading commission opportunities for club employees
• Complimentary Club membership
• Perks and incentives with our products and services including Personal Training, Pilates, Spa and Shop

NOTE: This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

Equinox is an equal opportunity employer. For more information regarding our career opportunities, please visit one of our clubs or our website at https://careers.equinox.com/

All your information will be kept confidential according to EEO guidelines. Must have a legal right to work in the United States.