General Manager

General Manager

Pause Studio Highland is seeking a General Manager to lead studio operations and drive membership and revenue growth.

The General Manager will be responsible for building a loyal client base, leading community outreach, hiring and developing the team, and owning the studio's financial performance.

This is not a passive management role. It is a hands-on leadership position that requires strong sales ability, operational discipline, genuine passion for wellness, and the ability to deliver an exceptional client experience at every touchpoint.

Sales & Growth

• Drive in-studio sales and coach the team to convert new guests into members
• Develop partnerships with local businesses, wellness professionals, and community organizations
• Manage promotional campaigns and loyalty programs to attract and retain clients
• Stay current on all Pause services, products, and benefits to sell confidently with a service-first approach
• Achieve revenue, membership, and utilization targets
• Track and analyze KPIs including sales conversion, retention, and revenue

Leadership & Team Management

• Recruit, hire, train, and manage a high-performing studio team
• Build a positive, collaborative culture that encourages staff development and accountability
• Provide coaching, feedback, and regular performance reviews
• Oversee scheduling, timekeeping, and payroll
• Lead by example in work ethic, urgency, and ownership

Operational Excellence

• Oversee daily studio operations ensuring the facility is clean, organized, and running smoothly
• Implement and enforce policies, procedures, and service standards
• Manage inventory, procurement, and equipment maintenance
• Ensure compliance with safety standards including OSHA requirements and emergency preparedness
• Conduct safety training quarterly and respond to incident reports as appropriate

Client Relations

• Deliver exceptional client experiences, addressing inquiries, feedback, and concerns with care and urgency
• Develop strategies to increase client satisfaction, retention, and loyalty
• Resolve client concerns promptly and professionally, turning challenges into opportunities

Financial Oversight

• Develop and manage the studio budget including revenue forecasting and cost control
• Track financial performance against sales targets, profit margins, and operational expense benchmarks
• Analyze financial reports and dashboards weekly to identify trends and meet profitability goals

Key Performance Expectations

This is a KPI-driven role. You will be measured on:

• Monthly revenue and membership growth
• Lead-to-close conversion rate
• Client retention metrics
• Operational expense management
• Team performance and culture

You should be comfortable tracking numbers daily and adjusting strategy accordingly.

Key Skills & Abilities

Sales Leadership:
Proven ability to drive revenue and convert new guests into loyal members

Community Builder:
Comfortable representing the brand and cultivating local relationships

Business Acumen:
Strong understanding of KPIs, budgeting, and financial accountability

Operational Discipline:
Organized, systems-oriented, and detail-driven

People Developer:
Natural coach with a talent for motivating a team toward a shared goal

Qualifications

• Bachelor's degree or equivalent experience
• 3+ years of management experience with direct team leadership (wellness, fitness, hospitality, or service-based business preferred)
• Proven sales ability and a genuine service-first mindset
• Clear, warm, and direct communicator with both staff and clients
• Highly organized with strong time management; able to juggle operations, people, and financials simultaneously
• Sound judgment and initiative; comfortable making decisions independently
• Willingness to work evenings, weekends, and extended hours as needed
• CPR/AED certification required (or willingness to obtain)

Desired Traits

• Competitive and performance-driven with a service-first approach
• Genuine passion for wellness and the Pause mission
• High energy and hands-on mindset
• Collaborative by nature, with a talent for bringing people together
• Hungry to learn, quick to adapt, and open to feedback
• Comfortable taking full ownership of results

Compensation & Benefits

Salary: $65,000 – $75,000 annually…