General Manager - Studio Operations & Customer Experience Director

School of Rock Palos Verdes; California (MO); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Vision insurance

Paid time off

Training & development

Employee discounts

Job summary

School of Rock Palos Verdes is seeking an exceptional Studio Operations & Customer Experience Director to lead our busy Palos Verdes studio, shaping the student and family experience daily.

You'll oversee front desk operations, instructor coordination, billing activities, and live shows, while building strong relationships with students, families, and staff. This role requires energy, organization, and a love of music to keep performances and lessons running smoothly.

Qualifications

• Excellent organizational skills and attention to detail.
• Ability to communicate clearly with students, families, and staff.
• Proven customer-service mindset with a positive attitude.
• Ability to manage competing priorities in a fast-paced environment.
• Comfort with learning new systems and tools.

Responsibilities

• Provide exceptional customer service to students and families in person, by phone, text, and email
• Help manage busy student check-in periods and daily front desk traffic
• Build strong relationships with our students and families
• Handle customer questions and concerns with warmth, confidence, and follow-through
• Work alongside our front desk team to keep communication timely and accurate
• Oversee daily operational readiness of the school and maintain facilities
• Oversee instructors and ensure reliability and high student experience
• Coordinate shows, events, and backstage logistics
• Run enrollment, attrition, and other operational reports

Skills

Exceptional organization

Customer-focused

Strong communication

People skills

Tech-savvy

Job description

Benefits:

• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Training & development
• Vision insurance

School of Rock Palos Verdes

We are looking for an exceptional Studio Operations & Customer Experience Director to join our team at School of Rock Palos Verdes!

This is a key leadership role for someone who is highly organized, great with people, loves music, and thrives in a busy, high-energy environment.

With hundreds of students coming through our doors each week, there is always something happening — students checking in, parents calling and texting, instructors teaching, bands rehearsing, equipment being used, and shows being planned.

We need someone who looks at that kind of environment and thinks:

“All right. Let’s go. What’s next?”

WHAT YOU’LL DO

Customer Experience & Front Desk

• Provide exceptional customer service to students and families in person, by phone, text, and email
• Help manage busy student check-in periods and daily front desk traffic
• Build strong relationships with our students and families
• Handle customer questions and concerns with warmth, confidence, and follow-through
• Work alongside our front desk team to keep communication timely and accurate

Instructor & Studio Operations

• Help oversee our team of music instructors and maintain high standards for reliability, professionalism, and student experience
• Address instructor issues and troubleshoot problems as they arise
• Help ensure lessons run smoothly and on time
• Oversee the daily operational readiness of the school
• Keep classrooms, rehearsal rooms, equipment, supplies, and facilities organized and functioning
• Notice problems and take initiative to solve them before they become bigger problems

Administrative & Billing

• Handle invoicing, payment follow-up, and account updates as needed
• Run enrollment, attrition, and other operational reports
• Maintain accurate records and follow administrative tasks through to completion

Shows & Events

• Help oversee logistics for live shows, special events, and community events
• Coordinate with our music leadership and front desk teams
• Assist with student check-in, equipment, stage/backstage logistics, and troubleshooting
• Represent School of Rock professionally and enthusiastically in the community

THE ENERGY WE’RE LOOKING FOR

This may be the most important part.

We’re looking for someone with a natural “we’ve got this” attitude.

You’re optimistic, resourceful, energetic, and action-oriented. When something goes wrong, you don’t get flustered or discouraged — you start figuring out the solution.

You like being the person who knows what’s going on. You notice what needs to be done and don’t wait for someone else to tell you to do it.

You might help a parent with an account question, check in 20 students, troubleshoot an amp, follow up with an instructor, answer a few texts, and notice on your way down the hall that the bathroom needs toilet paper.

And somehow, you’re still smiling.

You don’t keep a running tally of what is or isn’t technically “your job.” If something needs attention, you jump in and help.

Our students should be excited to see you when they walk through the door. Our instructors should know they can come to you when something needs to be solved. And our parents should feel confident that when you say, “I’ll take care of it,” you will.

WHO YOU ARE

• Exceptionally organized, dependable, and detail-oriented
• Warm, confident, and professional with both adults and kids
• A strong communicator with excellent follow-through
• Comfortable holding employees accountable while maintaining positive relationships
• Able to switch gears quickly and handle frequent interruptions
• Tech-comfortable and able to learn new systems quickly
• Proactive — you see what needs to happen and make it happen
• Someone who genuinely loves music and enjoys being around kids and teenagers

Music-school experience isn’t required. A love of music and an understanding of musicians and music culture is a major plus.

Most importantly, we’re looking for someone who brings energy, optimism, ownership, and momentum to the school every day.

At School of Rock Palos Verdes, our students aren’t just taking music lessons. They’re joining bands, getting on stage, building confidence, finding their people, and discovering what they’re capable of.

We want someone who’s excited to help make all of that happen.

Offered pay will be based on experience, transferrable skills, and fit to overall culture and vibe of the studio.

It is the policy of the School of Rock to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. School of Rock complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

School of Rock expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of School of Rock's employees to perform their expected job duties is absolutely not tolerated.