Chief Operating Officer (COO)

Reports to: CEO

Contract Type: Full-time / Executive Role

Role Purpose

The Chief Operating Officer (COO) is responsible for the effective and efficient execution of all

operational functions across THE BALANCE’s international hubs. The COO ensures excellence

in service delivery, client experience, admissions, and internal team performance while

enabling organizational scalability. This role also acts as the company’s primary problem-solver,

overseeing crisis management, escalation handling, and operational decision-making. It bridges

strategic direction with day-to-day operations, freeing the CEO to focus on growth and brand

leadership.

Key Responsibilities

1. Global Operational Leadership

- Oversee daily operations across all locations (Mallorca, Zurich, London, Marbella)

- Implement SOPs across clinical, hospitality, and client services

- Manage performance metrics and resource allocation across all departments

- Ensure operational consistency and delivery to luxury standards

2. Admissions Management

- Lead the full admissions process across all locations and teams

- Supervise admissions coordinators and ensure client onboarding is smooth and timely

- Handle escalated client inquiries and ensure proper handoff to clinical and hospitality teams

- Collaborate with the marketing and admission team to optimize conversion rates and lead

responsiveness

3. Cross-Functional Team Leadership

- Lead Hub Managers and Clinical Ops Team

- Coordinate with CCO, CMGO, CHO, and Director of Experience to align operations with

strategic goals

- Ensure strong cross-team collaboration between clinical, hospitality, and marketing

4. Crisis & Escalation Management

- Act as first responder to operational or client-related crises

- Resolve high-pressure issues with discretion, speed, and professionalism

- Liaise with legal, medical, or external stakeholders where needed

- Create protocols for handling client dissatisfaction, incidents, and emergencies

5. Client Journey Oversight

- Monitor and continuously improve the full client lifecycle from inquiry to aftercare

- Work with the Director of Experience & Brand to ensure emotional excellence throughout the stay

- Review feedback and implement service enhancements

6. Operational Optimization & Cost Control

- Develop efficient staffing and scheduling systems

- Balance cost control with service excellence

- Analyze operational data and suggest improvements

7. Technology & AI Enablement

- Work with CMGO and tech team to implement digital tools (CRM, scheduling, dashboards)

- Support the rollout of AI-based solutions for process efficiency and decision-making

8. Financial Oversight

- Oversee internal financial functions and coordinate external accountants

- Monitor financial KPIs, budgets, and cost-efficiency targets

- Coordinate financial reporting and forecasting

- Contribute to strategic decisions with a financial and operational lens

Key Requirements

- Master or MBA in Management, Finance or similar and in Healthcare a plus

- Proven experience managing complex operations in healthcare, wellness, or hospitality

- Strong leadership and team coordination skills

- Excellent crisis management and client-handling capabilities

- Experience managing admissions, client onboarding, and service logistics

- Financial and analytical acumen

- Highly organized, solution-oriented, and emotionally intelligent

- Fluent in English and German; additional languages a plus

Nice to Have

- Background in clinical settings or high-end service environments

- Familiarity with CRM, operational tech platforms, and AI integration

- Experience with multi-site and international operations

- Legal or compliance familiarity in healthcare or hospitality sectors

Please send your application including CV, photo, and a short video introducing yourself to career@thebalance.clinic