Regional Manager - Operations

We are seeking a highly driven Regional Manager – Center Operations (Next Hundred Cities) to lead operations across a portfolio of centers and deliver exceptional member experience, operational excellence, and team effectiveness. This role is accountable for translating strategic priorities into consistent execution while building high-performing teams and delivering measurable improvements in operational performance. The role requires strong people leadership, structured problem-solving, analytical thinking, and the ability to lead distributed teams across multiple cities in a fast-growing network.

Business Operations, Data Analysis, Metrics Analysis, Regional Operations

• Lead & Develop the Operations Organization
  
  

Lead, coach, and develop a team of Cluster Managers to build high-performing teams, strengthen leadership capability, and foster a culture of accountability, ownership, and continuous improvement.

KPIs

• Team engagement and retention
• Leadership bench strength and succession readiness
• Performance of Cluster Managers and center teams
• Drive Operational Performance
  
  

Own operational, productivity, and people performance across assigned centers by reviewing performance, identifying gaps, and driving consistent execution to improve workforce effectiveness and operational efficiency.

KPIs

• Productivity and utilization metrics
• Operational performance scorecard
• People productivity and manpower efficiency
• Elevate Member Experience
  
  

Deliver a consistently superior member experience by improving service quality, driving NPS, ensuring timely complaint resolution, and maintaining high center experience standards.

KPIs

• NPS
• Member complaint resolution TAT
• Member retention and experience metrics
• Drive Operational Excellence
  
  

Ensure adherence to SOPs, audit and compliance standards while identifying process improvement opportunities and implementing scalable solutions that enhance consistency, safety, and operational reliability.

KPIs

• SOP and audit compliance
• Operational reliability metrics
• Reduction in operational defects and process deviations
• Scale New Cities & Centers
  
  

Lead operational readiness for new city and center launches by ensuring timely hiring, onboarding, training, and stabilization while driving successful adoption of operating standards.

KPIs

• Launch readiness milestones
• Time to stabilization
• New center operational performance
• Drive Cross-Functional Execution
  
  

Partner with Sales, HR, Training, Facilities, Product, and Support teams to resolve operational challenges, execute strategic initiatives, and deliver measurable improvements across the network.

KPIs

• Delivery of strategic initiatives
• Cross-functional execution effectiveness
• Improvement in operational and member experience metrics
  
  

Qualifications & Skills

• 5–10 years of experience leading multi-site operations in retail, fitness, hospitality, healthcare, QSR, or other consumer-facing businesses.
• Demonstrated success in leading frontline managers and geographically distributed teams.
• Strong operational and people leadership with the ability to drive performance through coaching and accountability.
• Analytical and structured problem-solving skills with the ability to make data-driven decisions.
• Proven ability to execute at scale, manage multiple priorities, and deliver results in a fast-paced environment.
• Excellent stakeholder management and communication skills.
• Willingness to travel extensively across assigned cities.
• Proficiency in Excel/Google Sheets. Working knowledge of SQL and business reporting tools is a plus.