Client Operations Manager

Salary

$130-150K. With top performance, you are also eligible to become a shareholder in our company and earn equity.

Benefits

• FREE employee-only medical coverage under one of our plans.
• FREE short-term disability and FREE life insurance coverage.
• A 4% employer match with our 401(k).

Your Mission

Your mission is to oversee day-to-day service delivery at multiple client locations. Upon hire, you will manage locations across the country. For each of our sites in these cities, you will manage and support your onsite host teams, ensuring high-quality operations that align with client expectations and our company standards. Think of your role as the essential bridge between the frontline team members that you manage (our hosts) and our leadership team.

Your Legacy

You supported Playbook in exponential growth nationwide. You were able to retain both your clients and host teams, and the way your team performed elevated the bar for the rest of our company. Your leadership played a pivotal role in reshaping the workplace experience, proving that office spaces can do more than function; they can inspire.

What You're Responsible For

Team Leadership & Site Operations

• Oversee and inspire host teams (including experience directors, event managers, and fitness team members) across multiple client locations, creating a culture where team members feel supported, motivated, and excited to grow.
• Ensure seamless daily operations that meet both company standards and client expectations.
• Conduct regular site visits and virtual check-ins to maintain high service quality and team engagement.
• Partner with the People Team to hire top talent and deliver exceptional onboarding experiences.

Client Relationship Management

• Act as the primary operational contact for client stakeholders at each location, typically property or asset managers.
• Build strong, trust-based relationships through consistent communication and proactive issue resolution.
• Identify potential risks, service gaps, or concerns and escalate them to the Strategic Advisor to ensure client satisfaction and long-term partnership success.

Performance Monitoring & Reporting

• Track and analyze key performance indicators (KPIs) across all sites to measure success and identify areas for improvement.
• Prepare and deliver monthly and quarterly operational updates for both internal teams and external stakeholders.
• Leverage data and client feedback to inform continuous improvement strategies and enhance overall service delivery.

Program Implementation & Process Improvement

• Lead the rollout of new initiatives, policies, and operational enhancements across host teams to drive consistency and excellence.
• Ensure strict adherence to standard operating procedures, brand guidelines, and compliance requirements.
• Collaborate closely with cross-functional teams to optimize performance and elevate the overall client and tenant experience.

Who You Are - Baseline Expectations

• 5+ years of experience in operations, hospitality, facilities, or client services—preferably in a multi-site or field management role.
• At least 3 years of experience managing full-time team members, with demonstrated ability to motivate and lead high-performing teams.
• Experience managing budgets, interpreting P&L reports, and confidence in using these to create and present operational and financial reports summarizing key metrics and trends.
• Familiarity with and/or passion to learn about the commercial real estate ecosystem. This includes understanding our key stakeholders (Asset Management, Leasing, Property Managers, Facilities, Security) and landlord priorities (leasing, operational expenses, etc.).

Who You Are - Core Competencies

• Obsessively client-centric. Prioritize partner needs, ensuring their success and fostering long-term relationships. Lead effective client meetings that deliver value and contribute to strong partner relationships. Serve as the primary point of contact for multiple client stakeholders across various locations and time zones.
• A thoughtful communicator. Responsible for all client communication, including scheduling and leading meetings and closing the loop on all next steps to ensure everyone feels informed, heard, and aligned.
• Embody our brand. Represent our company with professionalism and expertise, building trust and championing our brand mission and values. Serve as a trusted advisor to clients, providing strategic direction and ensuring the delivery of value across our products and services.
• A strategic thinker. Make data-driven decisions with a long-term focus to drive customer and business growth. Serve as a trusted advisor to clients, providing strategic direction and ensuring the delivery of value across our products and services.
• An exceptional leader and coach. Manage high-performing teams in the past and provide exceptional feedback, coaching, and support to them that ensured they were highly successful. Previous direct reports say you’re one of the best leaders they’ve had the privilege of working for.
• Magnificently organized. Efficiently manage tasks, projects, and resources, ensuring timely and accurate support for our partners and Hosts. Thrive in a dynamic, fast-paced, collaborative startup environment.

Fit with Our Values

We know the more inclusive we are, the greater our impact will be! A Quick Note About Salaries: We list salaries based on a few key factors. These include location-specific budgets, market trends, team size, and the scope of the building. Since we’re a national company working with office properties of all shapes and sizes, the listed salary is tailored specifically to this role and may differ from similar-titled roles on our Careers Page. Curious or want to chat more about it? We promise to be open and transparent about these details throughout our interview process. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.