Operations Manager

Victoria Park offers the finest medispa services at our 25 locations across Canada. We are led by specialists, plastic surgeons, and dermatologists, and strive to provide the latest technology, treatments, and products. We offer unparalleled customer service in a serene, state-of-the-art, and safe environment. We are proud to have been named, for the third year in a row, the best medispa in Canada, and to have won the Consumers' Choice Award from the Canadian Spa & Wellness Awards.

We are looking for an Operations Manager in the Greater Toronto Area. Depending on the geography or mandate, in-scope may be operations of more than 1 location in collaboration with your General Manager. Reporting directly to the General Manager, this role will ensure seamless day-to-day operations in the clinic(s), aligning with company standards and goals, and operational procedures and processes.

In your role of Operations Manager you will support on-site teams, manage resources efficiently, and drive results through process and schedule optimization and creating efficiencies in the day-to-day operations. Your role in collaboration with the clinic(s) GM will be to ensure operational excellence, reinforcement of expectations in the ways of working and maximizing staff and provider schedules as well as reinforcement of roles, responsibilities and support at clinic integration of corporate initiatives.

Responsibilities will include:

1. Team & Operations Management

· Manage administrative and reception staff, ensuring smooth day-to-day operations in the clinic(s)

· Responsible for scheduling employees/providers and supporting staffing needs across all areas and roles in the    business

· Proactively identify future risks, succession/backfill needs and flag staffing gaps and opportunities and partner with GM to develop next steps and plan.

· With Training team and GM provide support and training to clinic staff to enhance sales, service, and operational excellence

· Assist doctors with various operational needs, including optimizing their schedules and adapt to unforeseen changes and implement solutions and plan of action

· Maintain operating standards and support GM in adherence to operating budgets

· Ownership of health and safety of all employees, ensuring policies and procedures are followed

· Foster collaboration between in-clinic roles, and contribute to the healthy culture of the clinic

· Identify efficiencies between multi- site structures where applicable

· When needed support admin/coordinators/front staff gaps and staffing needs

· Lead the integration of new providers/staff into the clinic and ensure a seamless onboarding process and experience

2. Patient & Client Experience

· Ensure patient satisfaction by supporting exceptional customer service standards

· Collaborate with the Medispa Consultation Specialist and technicians to deliver a high-quality experience

· Oversee incoming referrals to ensure timely and accurate follow-up

· Partner with Head office and Call center to leverage in-clinic staff to drive patient retention, traffic and lead support

· Reinforce standards and processes, expectations in respect to Customer Experience expectations

· Lead by example in ways of working, patient experience, dealing with complex situations and deep understanding of client needs, expectations and value proposition.

· Respond to and support team with complex customers, and operational challenges and escalate as per SOP solutions and protocols

3. Financial & Billing Oversight

· Oversee OHIP submission, claims, and reconciliation processes

· Review and prepare physician fees for accuracy and completeness

· Prepare and submit to GM: payroll, bonus calculations and other key deliverables

· Maintain standards and appropriate use of key systems impacting scheduling, payables, orders etc. (Zenoti, Accuro, SP etc.)

4. Sales & Retail Performance

· Drive skin care boutique revenues measured by meeting sales goals and maintaining visual merchandising standards and proactively leveraging opportunities with team members touching consultations/patient journey

· Assist in branding and promoting services and product offerings

· With Training team support the onboarding, development of employees on sales strategies and retail service best practices

5. Inventory & Event Coordination

· Manage ordering of supplies and inventory across clinical and retail areas for your clinic or clinics

· With GM support the planning and execution of client events and in clinic education to support business development and brand promotion

The following qualifications are required:

· Must have a minimum of five years of experiencing working in a similar related industry

· Must have prior experience successfully managing the operations and implementation of process and procedures in a B2B or B2C environment

· Must have strong computer/systems acumen

· Knowledge of Electronic Medical Billing Software and a bonus if experience with CRM, scheduling software.

The following qualifications are considered an asset:

· Background in esthetics and/or medical esthetics

· Background in sales and customer service

· Experience in purchasing and inventory management

· Background in merchandising

Benefits:

• Employee Discounts: Enjoy discounts on our full range of medispa services and skincare products to look and feel your best.
• Continuous Learning: Take advantage of ongoing training and development opportunities, along with access to our company Kindle account.
• Learning Matching Fund: Each year, we provide matching funds for courses focused on self-improvement and personal development.

We appreciate your interest in the position.
As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. Only eligible candidates will be contacted for an interview.