Svp, Field Operations

• Lead and develop 7 regional operational and clinical leadership pairings to drive aligned performance
• Establish clear scorecards, accountability rhythms, and performance standards across all districts
• Ensure strong collaboration between operational and clinical channels to protect both profitability and treatment excellence
• Drive consistent execution of company priorities across all markets
• Own all 4-wall performance metrics across the national portfolio, including revenue, profitability, labor optimization, cost control, and margin expansion
• Drive improvements in GAAP revenue, cash revenue, package conversion, rebooking, services per appointment, utilization, and contribution margin
• Identify performance gaps quickly and implement corrective action plans with measurable impact
• Build disciplined operating rhythms (weekly reviews, KPI cadences, field visits, performance audits)
• Own the consistent delivery of the brand’s service and treatment standards across all clinics
• Ensure execution of the full client journey framework
• Hold regional leaders accountable for Google rating trends and review volume, OSAT / highly satisfied scores, retention and repeat visit behavior, clinical audit performance
• Ensure clinics reflect the brand’s hospitality standards, brand presentation, and facility excellence at all times
• Design, implement, and optimize field and 4-wall incentive and bonus programs aligned with company goals
• Partner with the CEO and CFO to ensure performance investments deliver measurable ROI
• Ensure compensation structures reinforce desired behaviors
• Partner with Marketing and Call Center leadership to optimize the end-to-end prospect-to-client journey
• Improve key commercial drivers
• Deliver field playbooks, scripts, and coaching frameworks that translate strategy into daily behaviors
• Serve as executive sponsor for field talent strategy, succession planning, and leadership development
• Build high-performance regional leadership bench strength
• Establish clear promotion standards and performance expectations
• Foster a culture grounded in accountability, clarity, operational rigor, and hospitality
• Model decisive, data-driven, and people-centered leadership
• Collaborate with Operations Services, Clinical Operations, Marketing, Call Center, HR, Finance, and Facilities to execute strategic initiatives
• Support new clinic openings, service launches, and integrations with disciplined field execution
• Provide structured field insights to inform technology and process improvements

• 10+ years of senior multi-unit operational leadership in beauty, wellness, healthcare, retail, hospitality, or related industries with a recurring revenue and service-based component
• Proven success leading large, distributed field organizations with full P&L accountability
• Experience overseeing both operational and clinical leadership structures
• Demonstrated ability to scale systems and enforce execution discipline across multiple regions
• Strong financial acumen and KPI-driven leadership style
• Experience designing incentive and performance compensation frameworks
• Exceptional executive communication and cross-functional influence skills

Background in Learning & Development or scalable field capability-building programs