Director of Operations

Director of Operations Sparrow’s Nest Wellness Center for Moms | Pasadena, California Full time • Tuesday–Saturday • Local hybrid Starting pay: approximately 60,000–62,000 annually at 40 hours per week, before overtime. This is a nonexempt position with overtime paid as applicable. Lead the people behind thoughtful care Sparrow’s Nest is seeking a hands-on people manager to lead our team and daily operations in Pasadena. You will help employees do their best work, keep the studio running smoothly, and turn business goals into practical action. Founded in 2011, we specialize in fertility, prenatal, postpartum, bereavement, and ongoing wellness care. Our values—Heart-Centered, Always Learning, Intentional, Horizontal Care, Ownership, and Shared Success—guide how we care for clients and work together. This role is a good fit for someone who enjoys coaching a team, solving everyday operating problems, and improving business performance. You will work directly with the founder, with potential to take on broader operational leadership as the business grows. What you will lead - People and employee support: Coach and develop the team, set clear expectations, and address performance concerns respectfully. Coordinate hiring, orientation, training, reviews, and offboarding. Serve as a first point of contact for employee questions and maintain accurate records and approved policies. - Daily operations and client experience: Maintain service standards, improve front desk workflows, and resolve client concerns. Coordinate staff schedules, time off, breaks, and absence coverage to support a smooth client experience and effective use of available appointments. - Booking and business performance: Coach practitioners and client coordinators on care conversations, rebooking, and care plans. Use scheduling and financial reports to improve utilization and retention, manage expenses, and coordinate the team’s follow-through on promotions and booking opportunities. - Payroll and financial administration: Prepare, review, and submit payroll accurately and on time, including timekeeping corrections and approved leave entries. Oversee cash handling, deposits, and related records in coordination with designated staff and the bookkeeper. - Facilities and inventory: Coordinate cleaning, maintenance, repairs, vendors, and established safety and security procedures. Maintain treatment supplies and retail stock, organized storage, timely ordering, and merchandising within budget. - Systems and implementation: Maintain practical procedures, communicate operational changes, and track delegated work. Become a confident resource for Mangomint and routine software troubleshooting. Use AI and approved automations to improve workflows, coordinating specialized technical work with appropriate support. Your schedule and support The workweek is Tuesday–Saturday. You will work onsite three days each week: Friday, Saturday, and a rotating Tuesday, Wednesday, or Thursday. The other two days may be worked from home as operational needs allow. This is an active studio leadership role. Regular Friday and Saturday front desk support includes client coordinator lunch coverage, check-ins and checkouts, care plan conversations, and booking. Emergency desk coverage is also part of an agreed coverage plan, with time protected for management responsibilities. You will receive a structured handoff, regular meetings with the founder, and access to established reporting and operating systems. Onsite support, clinical mentors, marketing, and a separately assigned bookkeeper support the role. The founder leads vision, marketing direction, therapist recruiting, and teaching; clinical instruction remains with the founder and clinical mentors. What you bring - Three to five years of people-management experience, including supervising a team of 10 or more and leading daily operations. Wellness, spa, hospitality, or similar appointment-based service experience is especially relevant. - Practical experience managing employees in California, including performance documentation, timekeeping, payroll coordination, and knowing when to seek outside HR guidance. - Warm, direct communication; sound judgment; and the ability to build trust while maintaining clear expectations and responding constructively to feedback. - Confidence using financial and operating reports to plan staffing, manage expenses, and improve results. Strong organization, attention to detail, and practical problem-solving skills when priorities change. - Comfort with business software, spreadsheets, and learning new tools, plus availability for the onsite schedule and agreed coverage responsibilities. Experience with Mangomint, BambooHR, Kajabi, care plan or membership businesses, EOS/Traction, and Conscious Leadership is helpful, but not required to be considered. We provide support in learning our systems and leadership practices. Relevant management experience matters more than a specific degree; a massage license is not required. Working environment The role combines computer work with moving throughout the studio, standing during desk coverage, and handling supplies weighing up to 20 pounds, with reasonable accommodation as needed. Benefits and growth - Two weeks of paid time off annually, plus paid sick leave under the applicable policy. - One complimentary Essential Experience service each month. - Employee retail discounts of 25% on products and 30% on Laurel products. Pay is reviewed annually and as responsibilities expand, based on results, scope, and business capacity. Future multi-location leadership opportunities will depend on readiness and business needs. Sparrow’s Nest is an equal opportunity employer.