GENERAL MANAGER

About the Role

As the General Manager of Clinic Operations, you’ll be at the helm of creating unparalleled experiences in the realm of luxury wellness. Your role is pivotal in orchestrating seamless operations, ensuring impeccable service delivery, and fostering a culture of excellence within our wellness sanctuary. Leading a team of dedicated professionals, you’ll craft an environment where every member is enveloped in luxury, relaxation, and health optimization. The General Manager will be responsible for overseeing the day-to-day operations of the clinic, managing staff and schedules, ensuring exceptional customer service, and maintaining budgetary goals. The General Manager will also collaborate with medical professionals to ensure the highest level of patient care.

Responsibilities

• Leadership and Team Management: Translate LIVV's vision into an operational program, fostering the growth and development of a healthcare team while promoting a culture of excellence and accountability. Inform strategic planning process, being accountable for the business unit OKRs. Establish, track and report on team KPIs and performance metrics that drive growth and profitability for the business. Perform other duties as assigned. Will also serve as manager on duty at the Cardiff location.
• Operational Excellence: Oversee all aspects of day-to-day clinic operations at multiple sites, including staff/patient scheduling, payroll, procurement, inventory management, facility maintenance, and member experience. Develop and implement policies and standard operating procedures (SOPs) to streamline workflow, enhance productivity, and maintain excellence in safety and service delivery. Ensure compliance with regulatory guidelines and maintain high standards of quality, safety, and patient confidentiality. Implement a continuous quality improvement system to respond to and exceed member expectations.
• Member Experience Enhancement: Champion a member-centric approach, continuously seeking opportunities to elevate the member experience, exceed expectations, and foster member relationships. Monitor and address member feedback and satisfaction metrics, identifying areas for improvement and implementing strategies to enhance member satisfaction and loyalty.
• Marketing and Revenue Generation: Collaborate with the marketing & sales team to develop and execute strategic initiatives to attract and retain members, drive engagement, increase conversion, and maximize revenue. Drive the sales team performance and growth of the business unit; set and track KPIs for sales activities, revenue, profit, market share, member satisfaction, and retention. Participate in Public Relations / Marketing events as needed, representing the brand.
• Financial Management: As the single accountable owner for the business P&L, develop and manage the annual budget for the clinics, overseeing revenue forecasting, expense management, and financial reporting. Implement cost-control measures and revenue optimization strategies to ensure financial sustainability and profitability while maintaining a commitment to delivering exceptional member experiences.
• Staffing and Human Resources: Interview and hire employees with the appropriate skills to meet the business needs of the operation. Develop, implement, and maintain a health clinic new-hire and ongoing training program to equip staff with the skills to uphold the highest standard of care and customer experience. Administer the performance review process for direct reports. Solicit employee feedback, utilize an “open door” policy, and review employee satisfaction results to identify and address employee problems or concerns. Ensure regular ongoing communication in all areas of responsibility to create awareness of business objectives, communicate expectations, recognize performance, celebrate successes, and produce desired business results.

Qualifications

• Bachelor’s degree in Hospitality/Healthcare Administration, Business Administration, or a related field (advanced degree preferred).
• Proven experience in health and wellness management or luxury hospitality leadership roles, with a track record of success in driving operational excellence and member satisfaction.
• Strong leadership and team-building skills, with the ability to manage, motivate, and empower team members.
• Deep understanding of OKR framework and KPI tracking system.
• Excellent communication and interpersonal skills, with the ability to interact effectively with members, team members, and stakeholders at all levels.
• Sound financial acumen, with experience in managing P&L, budgeting, financial analysis, and forecasting.
• Staff scheduling, facility, and inventory management experience required.
• Strong knowledge of healthcare regulations, compliance requirements, and quality improvement methodologies.
• Demonstrated ability to launch and operationalize new programs or services.
• Strategic thinker with a focus on achieving business goals and driving operational excellence.
• Ability to thrive in a fast-paced, entrepreneurial environment with a strong sales acumen.

Benefits

• Competitive base salary
• Monthly IV services
• 30% discount on LIVV products and services
• Accrued paid time off (including sick leave where applicable)
• Eligible for Annual Performance Bonus Plan
• Comprehensive health care benefits

Schedule

This is a full-time, on-site position.

Learn more about what it is like to work at LIVV.

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LIVV is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.

If you require assistance in applying for open positions due to a disability, please email us at [email protected] to request accommodation.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.