Operations Manager - Jobs in Edmonton, AB

Job Description

Dr. Marcia Hartt Medical Aesthetics, a thriving medical aesthetic practice in Southwest Edmonton, is seeking an energetic, team-oriented individual for the role of Operations Manager.The successful candidate will have demonstrated experience in executing all aspects of the attached job description which provides the detailed responsibilities for the role.The intention of this role is to own the day-to-day operational responsibilities. This role will work very closely with Dr. Hartt and will develop well-balanced communication practices to keep Dr. Hartt connected to the important aspects of the clinic.The ideal candidate will have a degree in business and will have at least 5 years experience in a similar managerial position with overall responsibility for the operations of a business.You will also bring to the company:

• An expertise and drive towards operational and financial excellence
• The ability to develop and oversee protocols, procedures, and processes to ensure smooth continuity within and between systems and processes
• The ability to develop a foundation for scale and growth of the business

If you are interested in being part of a dedicated team that provides outstanding service complemented by an unparalleled level of professionalism, then this opening is for you!Please note that upon applying you will be asked to complete a questionnaire and quiz. This process may take up to 30 minutes to complete.OPERATIONS MANAGER JOB DESCRIPTION:OverviewThe Operations Manager will enable the client-facing members of the team to focus on providing their amazing client experience by ensuring the day-to-day operations run smoothly. The Operations Manager will also track and monitor all the financial and operational key performance indicators to ensure the business meets its objectives and standards of operation.The Operations Manager will also support and help to execute strategic initiatives determined by the owner of the Clinic Dr. Marcia Hartt. This will likely include supporting the growth and scale-up of the existing operations beyond its current capacity.Areas of Oversight and ResponsibilityAll of the areas of oversight are underpinned with a view towards scalability, operational excellence and an awesome place to be a team member and a client.Team Engagement:

• Demonstrate and encourage the Clinic’s Core Values
• Support an environment of open communication and positive morale
• Encourage the strengths of the team and provide leadership and coaching
• Lead recruiting activities
• Lead off-boarding activities
• Ensure training activities are well defined and effective
• Ensure operational protocols and processes are well designed and are being adhered to by all staff
• Ensure that Team Leads are effectively managing their staff’s schedules, including reviewing, approving and tracking time off requests
• Hold regular (monthly at a minimum) meetings with staff and provide an open platform for communication
• Educate staff on how to promote spa services and products
• Ensure staff aware of promotions, how to market via phone/in person etc.
• Ensure that the Clinic is adhering to Alberta Employment Standards

Client Engagement:

• Ensure clients greeted courteously and in same manner by all employees. Ensure employees following scripts, shaking hands, offering tea etc.
• Cater to clients special requests, needs & ensure expectations met
• Ensure client complaints are follow-up within 24 hours and are documented and filed
• Work with staff to resolve complaints, including re-training if necessary
• Ensure our client’s spa experience with us is memorable
• Monitor social media reviews and follow-up with any negative reviews
• Develop and carry out metrics to measure client satisfaction (e.g. through online reviews)
• Develop a deep understanding of the Clinics client management and point of sale system (Insight)
• Attract new clients and retain existing clients by identifying current and future needs through client rapport and conversation with staff
• Ensure client charts and consent forms are completed and well organized

Marketing:

• Develop & implement marketing strategies and campaigns
• Assist with strategies to sell almost expired or discontinued products
• Create monthly specials and showcase in spa
• Assist in creating membership incentives and sales promotions leading to a larger client base
• Assist with the creation of marketing material including newsletters, posters, social media posts and digital billboard ideas
• Carry out all marketing, promotional and advertising campaigns, as directed

Financial:

• Participate in setting financial goals and track progress against those goals
• Communicate payroll information (including commissions) to bookkeeper for payroll processing
• Provide bookkeeper with information on a monthly basis to prepare financial statements
• Work with owner and accountant to establish budgets and adjust operations as required to meet targets and budgets
• Ensure vendor invoices and packing slips are provided to Dr. Hartt for payment
• Ensure that the daily close out data/receipts are balanced

Inventory Management:

• Organize routine counts of retail and backbar/testers, including “expiration date” counts
• Ensure physical controls over inventory
• Place orders for retail products, service supplies and equipment
• Assist with negotiation of prices, contracts with vendors

Facilities Management:

• Ensure spa is stocked with toiletries, office supplies etc.
• Ensure compliance with health and safety codes
• Manage Spa cleanliness
• Manage Office and General Equipment
• Maintain IT equipment and support contractors
• Maintain laundry equipment, call in support as required
• Contact owner or Property Management company if problems with heat, AC, leaks etc.

Ideal Skills and Traits

• Proficient with social media
• Professional
• Problem solving ability
• Independent and resourceful
• Attention to detail
• Organized
• Accountable
• Excellent communication skills
• Knows when to ask for help
• Attitude of lifelong learning

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