Center Operations & Member Experience Leader

Fountain Life; Orlando (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

100% Paid Medical Benefits forEmployee

Competitive Total Rewards Package

STD & LTD Insurance

Company Holidays

GenerousVacation + PTO Policy

401k

Job summary

Fountain Life is seeking a General Manager to lead center operations, financial performance, and the member experience at an assigned Fountain Life center. You will build a high-performing local team, partner with clinical and enterprise teams, and translate center goals into clear plans, routines, and measurable outcomes.

The role emphasizes protecting member experience while driving responsible growth, operational discipline, and continuous improvement.

Qualifications

• Bachelor’s degree in business, healthcare administration, hospitality, or related field.
• Progressive leadership experience managing a service-oriented operation, preferably in healthcare, diagnostics, wellness, hospitality, or another high-touch customer environment.
• Demonstrated ability to manage budgets, staffing, resources, operational metrics, and performance improvement.
• Experience recruiting, developing, coaching, and holding teams accountable for clear outcomes.
• Strong business judgment and comfort working with financial, operating, service, and people data.
• Knowledge of healthcare operations, safety, privacy, and regulatory expectations; ability to work effectively with clinical leaders.
• Excellent communication, organization, problem-solving, and relationship-building skills; able to manage competing priorities with sound judgment.

Responsibilities

• Own the center’s operating plan and financial performance, including budget development, forecasting, labor and resource planning, expense control, and timely explanation of variances.
• Review center scorecards and business results on a regular cadence; set priorities, assign owners, and follow actions through to measurable completion.
• Coordinate capacity, staffing, schedules, equipment, supplies, and vendor support so the center can deliver its planned services reliably and efficiently.
• Identify operational or commercial opportunities and risks early, communicate them to executive leadership, and recommend practical responses.
• Partner with Sales, Marketing, and enterprise leaders to translate center growth, revenue, and membership goals into local plans and consistent follow-through.
• Maintain visibility into lead and member pipelines, conversion activity, capacity, renewals, and retention; address stalled follow-up and elevate barriers promptly.
• Build relationships with members, referral partners, local organizations and communities, and other stakeholders in ways that support the Fountain Life brand and center growth.
• Coordinate membership renewal and retention workflows with Care Teams and commercial partners, ensuring timely outreach and clear member communication.
• Model Fountain Life’s experience commitments: anticipate needs, respect members’ time, explain processes clearly, and help members feel safe, empowered, and informed.
• Maintain a visible presence throughout the center and engage with members and employees to understand what is working and where friction remains or may occur.
• Review feedback, complaints, service recovery needs, and experience measures; ensure each concern has an owner, timely response, and follow-through.
• Set clear standards for the physical environment, privacy, compliance, readiness, hospitality, and handoffs across the member journey; partner with the Chief Clinical Officer to improve consistency.
• Use member feedback, experience data, and observations to recognize strong service and improve processes, communication, and center routines.
• Lead daily center operations, including member and staff scheduling, appointment flow, team huddles, business reviews, inventory, vendor coordination, and escalation of service disruptions.
• Coordinate with Care Teams, physicians, imaging, hospitality, and other functions to support smooth handoffs and reliable delivery of approved programs and services.
• Monitor equipment readiness, maintenance, and downtime with the appropriate technical and clinical leaders; communicate service impacts and recovery plans.
• Use company systems and standard workflows to keep operating, financial, member, and people information current and actionable.
• Improve processes through disciplined problem solving and practical use of digitization and other approved efficiency initiatives.
• Lead the center team through clear expectations, regular communication, coaching, recognition, and accountability for results and member service.
• Foster an environment centered on consistent staff appreciation and meaningful acknowledgement of team contributions.
• Own timely local execution of the employee lifecycle: staffing plans, candidate review and interview feedback, selection recommendations, onboarding participation, training, performance conversations, and development.
• Partner with Human Resources on policies, employee relations, workforce planning, systems, and escalations; maintain clear center-level ownership of manager actions and records.
• Build role clarity and effective teamwork across Center, Care, Hospitality, and support functions; identify development needs and prepare employees for expanded responsibility.
• Conduct performance reviews and feedback sessions, address concerns promptly, and document actions in accordance with company process.
• Ensure center operations follow applicable legal and regulatory requirements, records retention, company policies, safety and security standards, privacy requirements, and quality procedures.
• Work with clinical leadership to support required staff training, credential and compliance tracking, documentation, and timely escalation of gaps or risks.
• Partner with the Medical Director and clinical leaders on operational readiness and service coordination. Clinical decisions, clinical supervision, and standards of care remain with appropriately qualified clinical leaders.
• Review incidents, audit findings, and recurring process gaps with the appropriate leaders; assign corrective actions and monitor completion.

Job description

Fountain Life is seeking a General Manager to lead center operations, financial performance, and the member experience at an assigned Fountain Life center. You will build a high-performing local team, partner with clinical and enterprise teams, and translate center goals into clear plans, routines, and measurable outcomes.

The role emphasizes protecting member experience while driving responsible growth, operational discipline, and continuous improvement.