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Operations Lead

2 weeks ago

Greater Toronto Area, Canada Myodetox Full time

**Myo is modern physical therapy to futureproof your body.**Through 1:1 expert care, our team of physiotherapists, chiropractors, and massage therapists use full-body awareness and proactive insights to intercept injury, reduce pain, and improve your every day.

With 20 locations (and counting) across Canada and the U.S., including our clinics in Toronto (**Cityplace**, **Yorkville**, **Liberty Village**, **PATH**, **Leslieville**, **Mississauga**, **Markham** and **Richmond Hill**), Myo is leading the movement-health conversation and inspiring the world to make proactive care a part of everyday life.

**The Operations Lead**

**This is a full-time opportunity for someone who thrives on ownership and impact**—someone ready to take ownership of the front-of-house and operations our CityPlace clinic - where Myo all began.

This is an **in-clinic role** requiring you to be on-site **five days a week**, including **covering three front desk shifts**.

As the **Operations Lead**, you will be on-the-ground, leading front of house operations, ensuring that every client’s experience is seamless, hospitable, and aligned with Myo’s standards of excellence. Working closely with the Clinic Director and Regional Operations Manager, you will manage and mentor the Front Desk Associates (FDAs) while being a hands-on presence in-clinic.

**Why CityPlace?**

CityPlace is where it all began, giving this location a deeply established presence and strong connection to the community. Located in one of Toronto's most vibrant urban neighbourhoods, CityPlace attracts a dynamic demographic of young professionals, active individuals, and families who value proactive care and wellness.

**What You'll Do - Business Operations**:

- Be **accountable**, as a key player of the Clinic Management Team, working alongside the Clinic Director (CD) and Lead Clinician, to **achieve business targets** and **OKRs**.
- Assess clinic performance regularly to identify opportunities for improvement and implement strategies to **enhance client retention** and continuously improve clinic standards and operations.
- Leverage** knowledge of the local community and clientele** to support targeted marketing initiatives, promotions, and campaigns that enhance the brand and client experience.
- ** Share insights** from clinic operations, team and client feedback to enhance overall clinic performance.

**Clinic Operations**:

- Oversee **Front Desk Associates (FDAs)** to ensure seamless clinic operations, including **scheduling, booking conversions, waitlist management, and invoice accuracy**.
- Maintain Myodetox’s **hospitality and service standards**, ensuring every client has a best-in-class experience.
- Manage **accounts receivable**, including direct deposit reconciliation, check deposits as well as no-show and client private balances.
- Maintain overall clinic budget for operational supplies: tracking **clinic inventory** and ensuring supplies are stocked.
- Work closely with the **CD and Regional Operations Manager (ROM)** to manage repairs, refurbishments, or renovations.
- Ensure the **FDA schedule is optimized** for full front desk coverage, at all times.
- Work in-clinic 5 days per week, including** at least three shifts per wee**k covering the front desk.

**Team Management**:

- Lead, coach, and mentor FDAs, ensuring they meet Myodetox’s **hospitality and operations standards**.
- Oversee the **hiring, onboarding, training** and **retention** of new FDAs in collaboration with ROM and the Learning & Development team.
- Be present in the clinic daily, offering real-time feedback and support to the team.

**What Success Looks Like**:

- The clinic **meets revenue, profit, and client retention targets**.
- Operational OKRs are consistently achieved.
- ** Invoices and claims are accurate**, and accounts receivable are well managed.
- The **clinic schedule is always up-to-date** and the front desk is **fully staffed, at all times**.
- Client feedback, particularly regarding front desk interactions, is **positive**.
- ** FDA team members grow and thrive** in their roles, contributing to a high-performing clinic environment.

**What You Bring**:

- ** 3+ years of experience** in an operations, hospitality, or client-facing role (experience in health & wellness, fitness or medical fields is an asset)
- Experience **leading teams** and driving business success.
- ** Excellent communication skills**, with the ability to effectively engage and collaborate with both direct reports and cross-functional teams.
- A passion for **creating outstanding client experiences**.
- Strong **organizational and problem-solving skills**.
- Ability to **work in a fast-paced environment** and adapt to change.
- A **team-first attitude** and a proactive approach to leadership.

**Why Myo?**:

- A **collaborative, high-energy environment** with a mission to redefine the rehab industry.
- Opportunities for **growth and career development**.
- Competitive compensation and 100% E