Operations Lead

We are looking to hire an Operations Lead at our Myodetox Fraser location. The ideal start date for this role would be mid-end of August 2024.

The Operations Lead (OL) is responsible for overseeing all aspects of their clinic’s operations to ensure the clinic meets its business objectives and operates in-line with Myodetox standards. The OL manages a team of Front Desk Associates (FDA) to ensure exceptional hospitality, service, and operations are delivered consistently. OLs are expected to be in-clinic five days a week, covering desk shifts on three days.

This position reports directly to the Clinic Director of their clinic. The responsibilities and duties of this position described here are representative of those that this individual is expected to perform. This is not a comprehensive list and other duties may be assigned.

• Business Operations: Engage as a key member of the Clinic Management Team (collectively the Clinic Director, Operations Lead, and Lead Clinician) to ensure the clinic meets business targets and OKRs; Design, communicate and implement strategies to drive client retention, and measure and report on the efficacy of initiatives with a focus on driving continuous improvement in retention rates; Collaborate with Clinic Management team to set annual and quarterly business objectives; Ensure clinic is equipped to meet expectations related to the rollout of new campaigns, marketing, and promotional initiatives, etc.; Share insights from clinic operations, team and client feedback, and other relevant dynamics with clinic team and Clinic Management Team.
• Clinic Operations: Oversee team of Front Desk Associates to effectively manage clinic operations including, but not limited to, shift optimization, initial booking conversion and batch booking, waitlist management, claim and invoice accuracy and completion, etc.; Ensure all aspects of in-clinic experience meet Myodetox hospitality standards; Ensure Accounts Receivable are managed appropriately including reconciliation of direct deposits, balancing of cash sheet and deposits, deposit of checks, etc.; Ensure inventory and tracking for supplies is kept up to date; Liaise with CD and Regional Operations Manager to ensure repairs, refurbishment or renovations are managed appropriately; Ensure FDA schedules are appropriately managed and all clinics have adequate front desk coverage at all times; Work at least three shifts on the desk per week.
• Team Management: Coach and develop Front Desk Associates (FDAs) to ensure clinic teams meet operations and hospitality standards; serve as a leader and mentor for FDAs to ensure they have guidance and support in their growth and development; Oversee the recruiting, hiring and training process for new FDAs in collaboration with the ROM and L&D and P&T teams; Be present at the clinic every day to engage with team and offer a constant flow of feedback.

• You have 3+ years of experience working in customer service, hospitality, and/or administrative roles in the health & wellness, fitness or medical fields.
• You have experience and are passionate about managing and leading others.
• You are deeply passionate about helping your team grow and develop.
• You thrive on giving and receiving feedback and adjust the client and team’s experience accordingly.
• You care deeply about ensuring positive client interactions and experiences.
• You are proud of the team and workspace you’re a part of, exemplified through a well maintained clinic and environment.
• You pay attention to every detail - small or big. After all, how much we care is the fuel for our passion.
• You’re passionate about the work we do, the services we offer and can clearly communicate the long term value to our clients.
• You thrive in a fast paced environment.
• You are innately curious, always seeking to solve problems, answer questions and better your work product.
• You show up as your authentic self day in and day out, making your voice heard.
• You prioritize your own physical and mental health so you can show up as your best version in the workplace.

• 100% Employer-Paid Extended Health Benefits for all full-time employees (must work a minimum of 30+ hours/week to qualify).
• Group RRSP with Profit-Sharing Employer Match.
• Discounted Pet Insurance through SPOT.
• Complimentary paid staff treatment sessions.
• Bonus payout for referral of new team members.
• Subsidized mental health support through Inkblot platform.

Core Values and Principles:

At the heart of our operational ethos lie our core values, encapsulated by a commitment to:

• Care Deeply (Passion)
• Protect The Asset (Sustainability)
• Do Less, Well. (Focus)
• Never Stop Learning (Curiosity)
• Stay True (Authenticity)

In addition to these values are our Myodetox Principles, which serve as an integral part of our identity and offer us a north star in our pursuit of delivering high-quality care.

1. Outcomes > Interventions. We believe that although there are many ways to reach our clients’ desired goals, at the end of the day, accomplishing that goal matters far more than the path we take to get there.

2. Redefine what it means to be an 'athlete’. We believe every human is a 'life-athlete' who deserves high-quality care so they can do what they need, want, and love to do.

3. Without assessment, we have nothing. We believe that assessment is the key to taking away the guesswork. Our ability to deliver value depends on our capacity to identify areas of opportunity to create a meaningful change.

4. Great humans are made here. We believe that at Myodetox, the therapy we deliver is a superpower providing a vehicle for us to develop people. We understand that movement health is only part of holistic health.

5. Feedback is a gift. We believe that growth is a direct result of feedback. It's important that we're open to giving and receiving constructive feedback with our clients and each other.

6. Freedom within a framework. We believe that our clinicians' freedom to decide on any intervention they see fit is essential to successful outcomes. Sound clinical rationale should be the north star. Our framework consists of experiential components we agree to deliver on collectively to fulfill our promise to our clients.

7. Early consistency is key. Early session frequency of any client's treatment plan sets the tone for their FutureProof journey with us. We know that early and consistent therapy is crucial to treatment plan compliance, and ultimately, our clients accomplishing their movement health goals.

8. Respect everything, stand for something. We know the human body is nuanced. There are many ways to accomplish a physical goal. We believe this creates space for many approaches to achieve movement health. To us, being evidence-informed and results-based is what matters.

9. If people don't feel it or understand it, it doesn't matter. We believe in human-speak, the hallmark of simplicity. Our success in connecting with people depends on our ability to speak to our clients in human terms and use words that people use in everyday conversation.

10. Discharge is a broken promise. Movement health has no finish line. We believe that 'FutureProof' is a never-ending journey. We have a responsibility to serve as a constant guide throughout our clients’ lives, delivering unique value at every phase of their FutureProof journey.