MedSpa Location Manager: Lead Ops & Guest Experience

Rockstar; Los Angeles (CA); On-site; USD 70,000 - 120,000; Full time

Benefits offered by this job

Health benefits

PTO

401K

Employee discounts

Complimentary treatments

Growth opportunities

Job summary

Rockstar, a growing multi-location medspa, is seeking a Location Manager in Los Angeles to own day-to-day operations across space, people, process, and performance. You will lead front desk and clinical staff on the floor, ensuring an exceptional client experience and flawless service.

This hands-on role requires scheduling, coaching, and data-driven leadership with accountability for staffing, compliance, and revenue growth.

Qualifications

• 4–6+ years of experience in medspa, aesthetics, beauty, wellness, hospitality, or retail, with at least 2 years in a supervisory or management role.
• Experience managing front desk and/or clinical support staff.
• Excellent communication skills — written and verbal — with the ability to lead meetings, coach team members, and interface with clients professionally.
• Strong organizational skills — they keep a tight operation and nothing slips through the cracks.
• A natural leader who leads by example — they are on the floor with their team, not just delegating.
• Client‑obsessed — they understand that every touchpoint matters and they hold their team to that standard.
• Comfortable with data — they track KPIs and use them to coach their team and improve performance.
• Proactive problem solver — they don't wait for things to break; they see an issue, they fix it.
• Experience with scheduling/booking platforms (Boulevard preferred), POS systems, and Google Workspace

Responsibilities

• Own the end-to-end client experience.
• Own patient retention.
• Ensure all client emails, messages, and phone calls are responded to within 24 hours.
• Handle client complaints, disputes, and negative reviews — resolve directly when possible, escalate when needed.
• Manage the location's labor budget — optimize scheduling to hit payroll targets without sacrificing client experience.
• Track and drive location KPIs; review daily and weekly numbers and take action when metrics are off-track.
• Identify opportunities to increase revenue through upselling and improved booking density.
• Partner with Marketing and PR to plan and execute in-location events, promotions, and community activations.
• Work closely with other Location Managers to share best practices and maintain consistency across locations.
• Maintain supply levels for all treatment rooms and front desk; coordinate repairs and maintenance as needed.
• Ensure the location remains compliant with labor laws — breaks, time-card accuracy, and proper scheduling.

Skills

Leadership

Team management

Scheduling

Recruiting

Coaching

Communication

Customer experience

Data-driven decision making

Problem solving

Front desk operations

Tools

Boulevard

POS systems

Google Workspace

Job description

Rockstar is recruiting on behalf of a growing multi-location medspa with a strong brand and devoted community. The client delivers high-quality aesthetic treatments and skincare services and is expanding its locations. They are looking for a Location Manager to take full ownership of their location's day-to-day operations.

About the Role

The Location Manager is the heartbeat of their location. They are responsible for ensuring the studio runs smoothly across four areas: Space, People, Process, and Performance. They own the front-of-house experience end-to-end — managing the Patient Coordinators and Medical Assistants, ensuring every client receives an exceptional experience, keeping the space pristine, and making sure every policy is followed. This is a hands-on leadership role. They lead from the floor, not from behind a desk.

People & Team Management

• Manage, train, and hold the location team accountable — ensuring everyone meets their goals and delivers a consistently high standard of care and service
• Own day-to-day scheduling for front desk and MA coverage — ensuring the location is never understaffed or overstaffed
• Manage and coordinate provider schedules — optimize booking density, minimize gaps, and align staffing with demand
• Lead recruiting and onboarding for new team members at the location, ensuring they are fully trained on systems, scripts, and protocols
• Own and schedule ongoing team trainings
• Conduct regular 1:1s with direct reports, provide coaching, and flag performance concerns to the Regional Manager early
• Foster a positive, professional team culture — address conflicts quickly and fairly
• Run daily huddles and weekly team check-ins to review goals, share updates, and maintain alignment

Client Experience & Retention

• Own the end-to-end client experience
• Own patient retention
• Ensure all client emails, messages, and phone calls are responded to within 24 hours
• Handle client complaints, disputes, and negative reviews — resolve directly when possible, escalate when needed

Process & Compliance

• Ensure all company policies and procedures are executed correctly
• Audit transactions regularly for accuracy
• Manage inventory — track product levels, place orders, conduct regular counts, and minimize waste or shrinkage
• Ensure the location remains compliant with labor laws — breaks, time-card accuracy, and proper scheduling
• Implement corporate initiatives as directed and report on adoption and results

Performance & Financial Accountability

• Track and drive location KPIs
• Review daily and weekly numbers and take immediate action when metrics are off-track
• Identify opportunities to increase revenue through upselling, improved booking density, and reduced no-shows/cancellations
• Manage the location's labor budget — optimize scheduling to hit payroll targets without sacrificing client experience

Marketing, Events & Cross-Location Collaboration

• Partner with Marketing and PR to plan and execute in-location events, promotions, and community activations
• Work closely with other Location Managers to share best practices, support each other during busy periods, and maintain a consistent client experience across all locations
• Communicate location-level insights and client feedback to inform broader marketing and brand strategy

Space & Facilities

• Ensure the location is clean, organized, and well-maintained at all times
• Conduct daily walk-throughs and enforce opening/closing checklists
• Coordinate repairs and maintenance — submit requests, source vendors, and follow through to completion
• Maintain supply levels for all treatment rooms and front desk

What They're Looking For

• 4–6+ years of experience in medspa, aesthetics, beauty, wellness, hospitality, or retail, with at least 2 years in a supervisory or management role
• Experience managing front desk and/or clinical support staff
• Excellent communication skills — written and verbal — with the ability to lead meetings, coach team members, and interface with clients professionally
• Strong organizational skills — they keep a tight operation and nothing slips through the cracks
• A natural leader who leads by example — they are on the floor with their team, not just delegating
• Client-obsessed — they understand that every touchpoint matters and they hold their team to that standard
• Comfortable with data — they track KPIs and use them to coach their team and improve performance
• Proactive problem solver — they don't wait for things to break; they see an issue, they fix it
• Experience with scheduling/booking platforms (Boulevard preferred), POS systems, and Google Workspace

Benefits

• Health, vision, and dental benefits
• PTO
• 401K
• Generous employee discounts on products and services
• Complimentary annual treatments
• Opportunity to grow within a respected, innovative medical aesthetics brand
• Being part of a team that values intention, integrity, and cutting-edge beauty care