Operations Lead

6 months ago

Calgary, Canada Myodetox Full time

The Operations Lead (OL) is responsible for operational excellence and service at each Myodetox clinic. The OL oversees a team of Front Desk Associates (FDAs) to ensure exceptional hospitality and service through airtight operations and support of clinicians, clients, and other clinic/regional leaders.

An OL is expected to work a minimum of 3 shifts/week at their clinic, leveraging other weekdays for overlap shifts (schedule permitting). A successful OL will work closely with their Clinic Director (CD) and occasionally with the Regional Operations Manager (ROM) to ensure clinic operations run smoothly and Front Desk Associates are able to effectively collaborate with clinicians.

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.

**Who We Are**:
Myodetox was started in 2015 - a clinic with a team of Physiotherapists, Registered Massage Therapists and Chiropractors on a mission to change the way people take care of their bodies. We exist to reinvent the rehab industry by delivering a differentiated experience and quality of care.

Our therapy philosophy is to provide a 1:1 full-body approach to help people Futureproof their bodies. Our therapists provide treatment using their unique skill sets and educate clients on what it takes to minimize re-injury and become more resilient #futureproofyourbody.

Myodetox has 16 locations (and counting) across Canada and the US and is leading today's conversation on why taking care of your body is essential to your daily life.

**What You'll Do**:

- Ensure basic business operations are executed with precision each day including: shift optimization, initial booking strategy, waitlist management, claim & invoice accuracy and completion, etc
- Uphold Myodetox clinic standards and guide FDAs to deliver service and hospitality up to Myodetox standards
- Manage clinic revenue by ensuring Accounts Receivables are constantly cleared including reconciliation of direct deposits, balancing of cash sheets, and depositing of cheques, etc
- Oversee all inventory (retail and supplies) by weekly orders, tracking, and overseeing supply budgeting
- Liaise with CD and ROM when there is a need for repair, refurbishment or renovation in the clinic
- Participate in the recruiting, hiring and training process for new FDAs in collaboration with Recruiting Coordinator (RC), ROM and CD.
- Manage FDA schedule including approving timesheets, vacation/time-off requests, and ensuring adequate coverage
- Serve as a leader, mentor and coach to FDAs to ensure they feel supported in task completion, outstanding questions and growth and development
- Manage clinic Google My Business page (and other external-facing pages) with clinic hours, holiday closures, promotions, etc
- Complete team onboarding & off-boarding tasks (FDAs + Clinicians) as assigned by the People + Talent team
- Engage as a key partner to the Clinic Director to ensure business targets are being met and supporting in execution of initiatives in sight thereof
- Support Clinicians in their day-to-day needs to drive business operations and client experience
- Share insights from clinic operations, FDA and client feedback and other relevant dynamics with CD

**Who We're Looking For**:

- 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

**Myodetox Benefits + Perks**:

- 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

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