Operations Manager, Chicago & D.C.

Job Description

The Operations Manager oversees day-to-day studio operations, team execution, and event readiness across up to five studios. This role is a vital leadership position, responsible for ensuring operational consistency, team support, and a high-quality customer experience.

This position is ideal for someone who is detail-oriented, people-focused, and execution-driven, with strong visibility into studio performance, team behavior, and guest experience.

Job type:
Full-time, hybrid. Home city:
Chicago. Regular weekend work is required. Salary: $60,000 plus annual bonus opportunity.

• Own day-to-day studio operations across all locations, ensuring each studio is event-ready, organized, and operating efficiently.
• Ensure studios consistently meet Puppy Sphere’s operational, brand, and customer experience standards.
• Oversee end-to-end logistics for public, private, and community events.
• Act as a primary point of contact during events, resolving issues in real time and escalating when needed.
• Serve as the first escalation point for operational, guest, or animal welfare concerns, ensuring timely documentation and communication to the Regional Operations Manager.
• Maintain regular in‑person presence across Chicago studio(s), alongside travel and visits to other studios/markets as required to support operational and business needs, ensuring leadership visibility and consistent standards across locations.
• As markets expand, this role will evolve to support additional studios and increased team leadership responsibilities (up to
  5).
• Uphold and reinforce company values, leadership expectations, and behavioral standards across all studios.

• Guide and support Event Facilitators, Supervisors, and Head Supervisors through ongoing feedback and coaching.
• Oversee hiring, onboarding, and training of new event staff.
• Oversee training for new Event Facilitators and Supervisors to ensure consistent execution standards.
• Oversee staff scheduling and ensure adequate coverage across all studios.
• Act as Floor Manager when onsite, leading teams and supporting execution on‑site.
• Ensure staff performance reviews are scheduled and completed by Head Supervisors, escalating performance concerns when necessary.
• Ensure team culture reflects Puppy Sphere’s mission, brand standards, and animal welfare commitments.
• Address behavior or cultural misalignment early, escalating concerns to the Eastern U.S. Regional Operations Manager when necessary.

• Oversee inventory levels, laundry services, weekly deliveries, and studio supplies.
• Ensure studios are consistently stocked, organized, and operationally ready.
• Coordinate and oversee monthly deep cleans across studios.
• Conduct regular studio walkthroughs (in‑person and virtual) to proactively identify and address operational gaps.

• Support in‑studio initiatives, including retail, add‑ons, class packs, memberships and on‑site promotions.
• Reinforce upselling standards with event teams to ensure confident, brand‑aligned execution.
• Ensure merchandise displays and point‑of‑sale areas are organized, visible, and well‑maintained.
• Flag upselling performance opportunities, gaps and trends to the Eastern U.S. Regional Operations Manager.

• Support local marketing initiatives by assisting with studio activations, partnerships, and community events.
• Help identify local opportunities for collaboration with nearby businesses and community organizations.
• Partner with the Eastern U.S. Operations Manager and Marketing team to bring local marketing initiatives to life operationally.
• Ensure studios are operationally prepared for local campaigns, promotions, and activations.

• Ensure all Animal Welfare protocols are followed during events and studio operations.
• Monitor puppy interactions and elevate any concerns appropriately.

• Ensure accurate tracking of studio‑level expenses, including inputting expenses and timely submission of receipts.
• Oversee expense tracking sheets for completeness and accuracy.
• Ma…