Operational Manager

About the Role

Hammer & Nails Studio City is looking for a motivated, hands-on Operations Manager to lead our day-to-day operations, support our team, and help grow our business. This is an ideal opportunity for an experienced manager who enjoys working directly with employees and guests, improving operations, and building a strong service culture. The Operations Manager will work closely with the owner and will be responsible for ensuring the shop operates smoothly, consistently, and professionally every day.

Responsibilities

Team Leadership & Management

• Lead, coach, and motivate barbers, stylists, nail technicians, and front desk team members.
• Set clear expectations and hold employees accountable for performance and professionalism.
• Monitor attendance, punctuality, dress code, breaks, and company policies.
• Help resolve employee concerns and day-to-day team issues.
• Conduct regular team meetings and individual performance conversations.
• Support hiring, onboarding, training, and development of new employees.
• Build a positive, respectful, accountable workplace culture.

Daily Operations

• Oversee opening and closing procedures.
• Ensure the shop is clean, organized, properly stocked, and guest-ready at all times.
• Monitor schedules, staffing levels, appointments, and employee productivity.
• Address call-outs, scheduling conflicts, and operational issues.
• Ensure team members follow Hammer & Nails service standards and operating procedures.
• Monitor inventory and communicate supply needs to ownership.

Guest Experience

• Maintain a high standard of customer service.
• Handle guest concerns and service recovery professionally.
• Ensure first-time guests and members receive proper introductions and attention.
• Ensure guest notes, preferences, and important service information are documented.
• Follow up when necessary to protect guest satisfaction and retention.

Membership & Sales Performance

• Coach the team on membership presentations and sales.
• Monitor membership sales, renewals, cancellations, and guest retention.
• Encourage rebooking and additional service opportunities.
• Support retail sales and promotional programs.
• Help the location achieve weekly and monthly revenue goals.

Performance & Accountability

• Review daily and weekly business performance with the owner.
• Track important metrics including:
  • Revenue
  • Membership sales
  • Rebooking
  • Guest retention
  • Reviews
  • Employee productivity
  • Service quality
• Identify operational problems and recommend solutions.
• Provide the owner with regular updates regarding staff, guests, sales, and operational issues.

Requirements

• Minimum 3 years of management or supervisory experience preferred.
• Experience in a salon, barbershop, spa, hospitality, retail, fitness, restaurant, membership-based, or other service-based business strongly preferred.
• Strong leadership and communication skills.
• Comfortable coaching employees and holding people accountable.
• Strong customer-service and problem-solving skills.
• Organized and able to manage multiple priorities.
• Sales-oriented with an understanding of memberships and customer retention.
• Comfortable working with scheduling, point-of-sale, and business management software.
• Professional, dependable, and highly responsible.
• Must be willing to work hands-on alongside the team rather than managing only from an office.

What We Are Looking For

We are looking for someone who takes ownership of the operation. The right candidate will notice problems before being asked, communicate clearly with employees, protect the guest experience, and consistently look for ways to improve performance. This is not simply an administrative management position. The Operations Manager should be visible on the floor, interacting with the team and guests and actively managing the business.

Growth Opportunity

This position has the opportunity to develop into a General Manager role based on performance, leadership ability, and the continued growth of the Studio City location.

Location: Hammer & Nails – Studio City, California
Reports To: Owner