Director of Operations

About Removery:

Join us at Removery - the global leader in laser tattoo removal. We aim to normalize tattoo removal and empower people to feel comfortable in their skin. We provide the highest quality of service and care at every stage of our clients' removal or fading journeys. Removery was formed in 2019 through a merger of the four leading tattoo removal brands.

Now, with more than 160 studios located in the United States, Canada, and Australia, and over two million successful treatments to date - we have raised the standard for the entire industry. Using best-in-class innovative Pico Way laser technology, we ensure safe and effective tattoo removal. The foundation is in place continue growing globally, as we are committed to making tattoo removal safe and accessible to as many people as we can.

Position Overview:

We are seeking a strategic and results-oriented Director, Operations to lead a division of our multi-unit tattoo removal business across the United States. This role is responsible for overseeing all operational aspects of their assigned division, including financial performance, team leadership, and compliance. This role will oversee assigned Regional Managers in delivering growth and operational excellence across all their assigned division. This

position is based at our corporate headquarters in Austin, TX.

Key Responsibilities:

Divisional P&L, Budget & Performance Ownership

* Owns the P&L for the assigned division, with direct accountability for revenue, contribution margin, controllable expense, and EBITDA performance against budget.

* Delivers the divisional budget by setting clear regional targets, monitoring weekly and monthly variance to plan, and partnering with the SVP, Operations to course-correct when performance trends off-track.

* Owns divisional P&L and studio contribution margin at both the studio and regional level, with regular review of margin variance by studio cohort and operating tier.

* Drives the core four KPIs, the primary operating lens for studio and regional performance. Monitors and analyzes KPIs to identify underperformance early, diagnose root causes, and direct intervention through the Regional Manager line.

* Translates the strategy pillars into regional operating plans, and ensures Regional Managers have clear, measurable objectives tied to each pillar.

* Closes the gap between top- and bottom-quartile studios by deploying playbooks, peer learning, and targeted regional support to lift the floor of performance across the division.

Leadership of Regional Managers

* Directly manages the Regional Managers in the assigned division, setting expectations, cadence, and standards for how regions are run.

* Coaches and develops Regional Managers through structured 1:1s, field visits, performance reviews, and stretch assignments - building bench strength for future Director and Regional Manager roles.

* Holds Regional Managers accountable for studio-level execution, including staffing, scheduling, conversion discipline, clinical adherence, and client experience.

* Ensures continuity of leadership coverage across regions during leave, vacancies, or transitions, and partners with the People team on succession planning.

* Establishes a high-performance culture grounded in clear goals, transparent metrics, recognition, and direct feedback.

Operational Excellence & Continuous Improvement

* Develops and implements operational strategies that improve studio performance, client experience, and consultation conversion across the division.

* Codifies and institutionalizes best practices including the De Novo studio playbook, consultation workflow, booking discipline, and scheduling standards and ensures consistent adoption region-by-region.

* Reduces operational waste by tightening scheduling, no-show recovery, capacity utilization, and adoption of digital booking

* Partners with Marketing and the Contact Center to optimize the full funnel from lead through graduation, with shared accountability for conversion at each stage.

Consultation, Treatment & Marketing Efficiency

* Drives consultation efficiency with accountability for lifting performance at the divisional level by improving…