Studio Experience Lead — Luxury Tailoring & Ops

Alts; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Alts is seeking a Studio Experience Manager in New York to lead client experience, front-of-house operations, and daily studio execution. You will partner with the Tailoring Shop Manager to balance client expectations with production capacity and craft an exceptional guest journey from first fitting to pickup.

This leadership role emphasizes hospitality, operational excellence, coaching, and accountability.

Qualifications

• 5+ years of leadership experience in hospitality, luxury retail, premium service, operations, or multi-service environments.
• Minimum 3 years of experience directly managing and developing teams.
• Proven ability to manage both client experience and operational execution simultaneously.
• Strong experience with POS systems, scheduling platforms, ticket management, workflow software, or similar operational tools.
• Experience analyzing operational performance and implementing process improvements.
• Outstanding communication, coaching, and conflict-resolution skills.
• Tailoring or fashion experience is not required; an appreciation for craftsmanship and quality is essential.

Responsibilities

• Own the complete client journey from first appointment through final pickup.
• Create an elevated hospitality experience reflecting the Alts brand on every visit.
• Build long-term client relationships that drive loyalty, retention, referrals, and lifetime value.
• Resolve client concerns with confidence, empathy, and professionalism while following company policies.
• Turn service recoveries into opportunities to strengthen trust and client retention.
• Continuously evaluate and improve the in-store client experience through observation, coaching, and feedback.
• Lead by example, setting the standard for professionalism, warmth, and exceptional service.
• Own the daily operation of the studio, ensuring smooth client flow, appointment management, and front-of-house execution.
• Oversee appointment scheduling, check-in, checkout, client routing, and studio organization.
• Maintain visibility into production capacity and studio workload to support efficient scheduling.
• Ensure garments move accurately through every stage of the workflow, from intake through pickup.
• Maintain impeccable studio presentation, organization, cleanliness, and operational standards.
• Own opening and closing procedures while ensuring operational readiness throughout the day.
• Identify operational bottlenecks and implement solutions before they impact clients or production.
• Own the administrative accuracy of every order from intake through pickup.
• Ensure all garments, services, pricing, due dates, alterations, client notes, measurements, and special instructions are accurately entered into the POS system.
• Maintain complete and accurate documentation throughout the lifecycle of every order.
• Monitor production timelines daily and ensure ticket statuses remain accurate and up to date.
• Perform daily audits of upcoming due dates, overdue garments, production queues, and outstanding client follow-up.
• Proactively communicate production updates or delays to clients before concerns arise.
• Coordinate transfers, deliveries, pickups, courier requests, and special handling requirements.
• Ensure no garment is delayed due to administrative errors, incomplete documentation, inaccurate ticketing, or lack of communication.
• Maintain operational accuracy across all systems and ensure reporting reflects the true status of production.
• Lead, coach, and develop the front-of-house team to deliver exceptional client experiences every day.
• Build a culture centered on accountability, professionalism, hospitality, and operational excellence.
• Conduct regular coaching conversations, performance reviews, and development planning.
• Create staffing schedules that support business needs while maximizing productivity.
• Train new team members on operational procedures, client experience standards, and company expectations.
• Reinforce policies, SOPs, and operational consistency through daily coaching.
• Hold team members accountable for performance, administrative accuracy, and service standards.
• Foster a positive, collaborative, and high-performing team environment.
• Serve as the operational partner to the Tailoring Shop Manager, creating one unified leadership team for the studio.
• Meet daily to review production capacity, due dates, quality concerns, client priorities, and operational risks.
• Balance production needs with client expectations while protecting craftsmanship and delivery commitments.
• Identify at-risk orders early and implement recovery plans before client commitments are affected.
• Coordinate priorities between the front of house and production team to ensure seamless execution.
• Support production planning by maintaining accurate operational information and communicating changes quickly.
• Jointly own the studio’s overall performance, including client satisfaction, operational execution, on-time delivery, quality, team performance, retention, and financial results.

Skills

Leadership

Hospitality

Operations

Coaching

Client experience

Communication

Team management

Tools

POS systems

Scheduling platforms

Ticket management

Workflow software

Notion

Job description

Alts is seeking a Studio Experience Manager in New York to lead client experience, front-of-house operations, and daily studio execution. You will partner with the Tailoring Shop Manager to balance client expectations with production capacity and craft an exceptional guest journey from first fitting to pickup.

This leadership role emphasizes hospitality, operational excellence, coaching, and accountability.