Manager, Operations

Location: New York

Company Description OUR STORY Equinox Group is a high growth collective of the world's most influential, experiential, and differentiated lifestyle brands. We restlessly seek what is next for maximizing life - and boldly grow the lifestyle brands and experiences that define it. In addition to Equinox, our other brands, Soul Cycle and Equinox Hotels are all recognized for inspiring and motivating members and employees to maximize life.

Our portfolio of brands is recognized globally with locations within every major city across the United States in addition to London, Toronto, and Vancouver. OUR CODE We are passionate about high performance living and we practice what we preach — investing time in our own health and fitness. We believe that everyone has untapped potential within them and it takes a disruptive approach to unleash it.

We dream big and don’t settle for the status quo. We sweat the details. We never accept less than 110% to help each other deliver the Equinox experience and enable our members to get great result. We are obsessed with what’s new, what’s now, what’s next. Never following, always leading, living ahead of the moment in fashion, culture, and consumer behavior.

We aren’t just a company; we’re a community vested in each other’s success. We value humility and a team approach at every level of the company. If you are a high-performing individual who is passionate about winning and inspiring others, we are excited to discuss career opportunities with you.

Job Description The Manager, Operations Excellence plays a key role in elevating the member experience by supporting the development, communication, and execution of service and operational standards across Equinox clubs. This role partners closely with field leaders, Learning & Development, Club Operations, and the Senior Director of Standards to ensure teams have the tools, resources, and insights needed to consistently deliver a premium member experience.

Through the development of service content, operational standards, performance insights, and member experience initiatives, this role helps create consistency across the club portfolio while identifying opportunities to improve execution, drive accountability, and strengthen member satisfaction. In this role, you will:
Develop and maintain service excellence content, including playbooks, videos, scorecards, coaching tools, and recognition programs that define and reinforce the Equinox member experience. Partner with field leaders to identify, celebrate, and share examples of exceptional service, ensuring best practices are recognized and replicated across clubs. Create tools and reinforcement mechanisms that embed service behaviors into the daily operating rhythm of clubs beyond traditional training programs.

Partner with the Senior Director of Standards to develop, maintain, and communicate operational standards related to cleanliness, equipment condition, facility presentation, and overall club excellence. Translate standards and operating protocols into clear, actionable guidance that supports consistent execution by General Managers and club teams. Continuously identify opportunities to improve operational efficiency, simplify processes, and enhance how clubs uphold the Equinox standard.

Analyze NPS results, member feedback, and operational performance data to identify trends, uncover opportunities, and provide actionable recommendations to field leadership. Develop reporting tools, dashboards, and summaries that help leaders understand member feedback and monitor progress over time. Partner with club and regional leaders to investigate root causes, implement solutions, and drive continuous improvement in the member experience. Lead initiatives that elevate front desk and member-facing service standards, ensuring every interaction reflects the premium nature of the Equinox brand.

Develop audit tools, self-assessments, mystery shop programs, and other mechanisms that allow clubs to evaluate and improve performance against established standards. Collaborate with Learning & Development to integrate service and operational best practices into onboarding, training,…