General Manager of Sales & Operations

Serendipity Labs offers upscale workplace communities to members across a diverse range of industries, delivering flexible workspace solutions such as private offices, team spaces, coworking memberships, and venues for events and business meetings. With a growing national and international network, members can work, meet, and innovate in inspirational settings located in urban and suburban areas.

• Overall P&L responsibility for lab performance, including revenue and cost control in event sales, membership sales, marketing, and community outreach.
• Deliver on customer service promises and hospitality through team development and management.
• Operate a high‑performing lab that achieves revenue, cost, and profit goals while providing a memorable experience for members.
• Build and manage a strong pipeline to meet location revenue targets.

• Achieve financial targets and monthly quotas related to membership, event sales, additional services, and meeting room bookings.
• Manage P&L to meet revenue and cost performance against budget and profitability objectives.
• Participate in business reviews, report financial performance, and identify actions to improve outcomes.
• Review controllable lab costs and periodically adjust pricing and vendor service levels to maximize margin.

• Conduct excellent lab tours following brand standards.
• Use Salesforce in compliance with sales SOPs.
• Generate a strong pipeline by cultivating relationships with brokers, influencers, CRE professionals, and major local employers.
• Articulate key brand differentiators.
• Collaborate with marketing on messaging and outreach.
• Handle objections and deliver cold calls in alignment with agreed activity cadences.
• Prioritize immediate needs and develop long‑term relationships.
• Issue proposals and follow up on business needs.
• Manage renewals to retain customers at the right price and margin.
• Maximize revenue from services through upselling and cross‑selling.

• Maintain knowledge of local market, competition, lab offerings, and pricing.
• Understand network locations and communicate differentiators.
• Build brand awareness through networking, local partnerships, broker relationships, and community outreach.
• Oversee lab team execution of artist programs, member and partnership events, and social media contributions.
• Work with RVP and marketing to create tailored promotions for each location.

• Ensure overall member experience from first day to departure.
• Build rapport with members to create a warm, professional community.
• Be visible and readily available to assist.
• Resolve member issues and escalate when necessary.
• Maintain visual and brand standards across the lab.

• Approve vendor invoices in Sage for prompt payment and correct rebilling.
• Ensure agreements are signed, paid, and onboarding information completed per SOP.
• Ensure lab areas are well presented at all times.
• Maintain operational systems and resolve issues in a timely manner.
• Represent the brand in accordance with SL Brand Standards.

• Recruit, onboard, manage, and develop lab team members and provide ongoing training.
• Conduct regular meetings to set priorities and communicate performance.
• Act as escalation point for team and member issues.
• Manage staff schedules and compliance with hours, budget, and overtime policies.
• Support professional growth of lab team members.

• Minimum 2+ years as a team leader in hospitality or a service‑driven environment with proven P&L management.
• Entrepreneurial spirit and ability to run/own a business.
• High level of customer service.
• Detail‑oriented and proactive support for team, members, and guests.
• Leadership with delegation and accountability.
• Proven sales skills, ability to close M&E sales, and meet targets.
• Build a book of business through outreach and community engagement.
• Excellent communication, direction, and engagement skills.
• Strong organizational and multitasking abilities.
• Work under pressure with flexibility.
• Daily use of a standard CRM, preferably
• Competency in MS Outlook, Excel, Word, and…