Director, Operations - Elements Massage Skincare & Innovation

Position Responsibilities

• Own, monitor, and deliver on KPIs and success metrics for skincare performance systemwide, including but not limited to revenue targets, services, add-ons, and retail performance.
• Drive immediate and sustained revenue growth in skincare services across all existing locations — including core skincare services, new innovation offerings, and retail — while ensuring system-wide compliance with brand standards and ongoing adoption of skincare across all Elements Massage locations.
• Drive measurable improvements in average ticket, service provider utilization, and retail attachment rates.
• Identify performance gaps across regions and studios; develop and deploy target action plans to improve results.
• Analyze system-wide data to uncover trends, opportunities, and underperforming markets; provide actionable insights and recommendations.

Innovation Strategy & New Revenue Development

• Lead end-to-end innovation lifecycle - including ideation, pilot design, testing, system-wide rollout, and pull-through.
• Own the strategy and execution of new services, modalities, and revenue streams beyond core skincare offerings.
• Evaluate pilot performance and determine scalability, pricing strategy, and operational feasibility.
• Partner cross-functionally to bring new concepts to market and ensure successful adoption.
• Continuously assess industry trends to keep the brand competitive and differentiated.

Skincare Expansion & Rollout Execution

• Own the expansion strategy for skincare across the system, including adoption in new and existing studios.
• Lead rollout initiatives (i.e., Skincare 2.0), ensuring clear execution plans, timelines, and accountability.
• Develop and deliver scalable training programs (in-person, online, or combo), toolkits, job aids, operational playbooks, and other resources to support franchisees.
• Partner with New Studio Opening (NSO) to embed skincare into all new locations.

Retail & Merchandising

• Drive retail attachment rates by developing and deploying sales training, scripting, and tools that enable service providers and front desk associates to recommend and convert at point of sale.
• Partner with Marketing and vendors to align retail promotions with service launches, seasonal campaigns, and guest experience priorities.
• Establish and maintain retail performance benchmarks; identify underperforming studios and deploy targeted coaching and action plans.
• Ensure brand-consistent merchandising execution at the studio level, including planogram compliance, product presentation, and inventory guidance.

Integration with Operations Directors

• Partner closely with Ops Directors to incorporate skincare and innovation priorities into regional business plans.
• Align performance goals, accountability, and coaching strategies across markets.
• Support Ops Directors in driving execution through business reviews, action planning, virtual training, on-site regional training, and field engagement.
• Ensure consistent communication and alignment with the Elements Brand team.

Cross-Functional Leadership

• Collaborate with Marketing, Training, Technology, Finance, WAVE, and other cross-functional teams to support successful service launches and ongoing initiatives.
• Ensure alignment on brand standards, guest experience, and service protocols.
• Support national promotions and campaigns tied to skincare and innovation.

Franchisee Support & Enablement

• Act as a trusted partner to franchisees, driving adoption and sustained performance.
• Lead bootcamps, training, and business reviews focused on skincare and innovation growth; partner with Ops Directors to reinforce accountability and performance tracking.
• Develop tools and resources that simplify execution at the studio level.

Essential Skills, Experience, and Qualifications

• Bachelor's degree in business or related field preferred.
• Experience in the skincare, esthetics, or broader beauty and wellness industry a plus.
• At least seven years successfully supporting franchisees, working in a franchised business, or in a field operations role; multi-unit management experience preferred.
• Retail strategy experience a plus.
• Familiarity with Elements Massage and the health and wellness industry a plus.

CORE COMPETENCIES

• Demonstrated superior leadership skills with a proven track record of coaching, collaboration, and mentoring.
• Personable and able to communicate with all studio team members, from owners and managers to massage therapists and front desk associates.
• Experience supporting franchisees with a genuine passion for coaching for results.
• Excellent planning and time management skills; strong organizational skills, and can effectively prioritize needs and shift focus to meet the changing demands of the role.
• Solid business acumen with excellent analytical and financial skills.
• Ability to analyze different metrics and provide coaching to the Owners.
• Strong written, verbal, and executive presentation skills, with the ability to create and deliver training materials, presentation slide decks, facilitator guides, job aids, and other learning resources.
• Prowess in translating strategic initiatives into engaging learning experiences that drive adoption, operational excellence, and business performance across multiple audiences.
• Strong influencing skills with the ability to motivate a Franchise Owner into action.
• Ability to positively influence and lead the implementation of key initiatives under tight deadlines.
• High attention to detail; ability to improve operational effectiveness.
• Able to assess the effectiveness of operations, programs, and staffing while respecting core enterprise values.
• Ability to remain flexible in a constantly changing environment.
• Remain confident and calm under stress, tight timelines, and pressure to get results.
• Computer proficiency, including but not limited to Microsoft Office (Excel, PowerPoint, Word, and Outlook), with the ability to create, format, and maintain professional documents, presentations, slide decks, and reports; analyze and interpret data to support business decisions, as well as quickly learn, adapt to, and effectively utilize new software platforms and operational systems with minimal direction.
• Willingness to travel frequently (up to 50%) and ensure high visibility and accessibility to franchise locations as needed.
• Valid drivers license and must be insurable on rental vehicles.
• Extensive travel by car and air, as well as weekend work.
• Personal credit card for use while traveling (expense reports are submitted and reimbursed weekly).