Service & Operation Manager - San Francisco - Redmint

Description

About Redmint

All potential candidates should read through the following details of this job with care before making an application.

Redmint is a San Francisco–based wellness company dedicated to helping people achieve balance, vitality, and long-term well-being. Our offerings include holistic services such as acupuncture, massage therapy, facial treatments, sound therapy, and modern innovation of wellness technology such as frequency healing, sound & color meditation and LED light therapy

Redmint mission is to combine the wisdom of traditional healing practices with modern wellness solutions. This integrated approach supports health from the inside out — restoring harmony, enhancing resilience, and encouraging sustainable self-care.

With urban wellness sanctuaries across San Francisco, Redmint is both a destination for clients seeking rejuvenation and a workplace where dedicated professionals can grow, contribute, and make a meaningful impact. Visit for more information.

Position Summary

Service & Operation Manager

The Service & Operations Manager is responsible for ensuring that every service delivered across the wellness center meets the highest standards of quality, consistency, and refinement. This role leads service excellence across all departments, manages practitioners and department leads, optimizes scheduling and operational flow to reduce administrative friction, and provides ongoing training, guidance, and support to the practitioner team.

This position plays a critical leadership role in translating Redmint's service philosophy into daily practice—ensuring protocols are upheld, practitioners are supported, and the guest experience is exceptional, seamless, and consistent across locations.

Duties and Responsibilities:

Service Excellence & Quality Control

• Own and uphold service excellence standards across all departments, ensuring each treatment is delivered with consistency, refinement, and high quality.
• Develop, refine, document, and enforce treatment protocols, service standards, and SOPs in alignment with company values and clinical best practices.
• Conduct regular service observations, audits, and reviews to ensure continuous refinement and improvement of services and protocols.
• Work with operation and leadership team to evolve service offerings based on feedback, outcomes, and brand direction.

Department & Practitioners Management

•  Support the recruitment, onboarding and integration process for practitioners, including practical interviews, scheduling setup, systems access, and workflow orientation.
• Manage service departments and practitioners', providing leadership, accountability, and performance guidance.
• Support practitioner success through coaching, feedback, and professional development, fostering confidence, skill growth, and consistency.
• Work HR and other managers to ensure staffing levels, service readiness, and operational needs are met.
• Address practitioner performance issues, service deviations, or workflow challenges with clarity and professionalism.

Training, Support & Team Development

• Design and implement training programs for new and existing practitioners focused on protocols, service excellence, and guest experience.
• Serve as a key support resource for practitioners—answering questions, troubleshooting challenges, and ensuring operational clarity.
• Foster a culture of learning, accountability, and service pride across all departments.

Client Experience & Continuous Improvement

• Ensure client concerns related to service quality are addressed promptly, thoughtfully, and professionally.
• Analyze client feedback and service data to identify trends and opportunities for improvement.
• Partner with leadership to implement improvements that elevate both the guest and practitioner experience.

General Operations Support

• Ensure treatment spaces, equipment, and facilities support optimal service delivery.
• Collaborate on special projects and initiatives as assigned by CEO office
• Assist in advancing operational excellence across the organization.
• Assist in appointment flow, room utilization, and schedule design to reduce administrative burden and maximize practitioner efficiency as needed.
• Continuously assess and refine scheduling systems, templates, and workflows to improve service delivery

Qualifications & Experiences

• Minimum 5+ years of management experience in a wellness center, spa, hospitality, or service-driven environment.
• Possess the mindset to create impactful client experiences with profound results; Customer-focused with a commitment to delivering top-quality holistic healing service.
• Demonstrated experience managing practitioners, departments, or multidisciplinary team
• Quick learner, organized and strong attention to details
• Strong understanding of service quality standards, protocol development, and training.
• Proven ability to balance operational efficiency with elevated guest experience.
• Exceptional communication, coaching, and problem-solving skills.
• Highly organized, detail-oriented, and systems-minded.
• Proficiency with operations and scheduling platforms; Mindbody experience strongly preferred.
• Bachelor's degree required.
• San Francisco or Bay Area familiarity strongly preferred.
• Willingness to work one weekend day and selected holidays. xhmxlyz

 Other job details

·      Full time exempt employee.

·      Market rate compensation with health benefit and performance bonuses