Chief Operating Officer (Coo)

DR. LASH is seeking a highly experienced, strategic, and results-oriented Chief Operating Officer (COO) to take ownership of all operational, financial, and strategic aspects across our five beauty outlets. This executive role is responsible for driving exponential business growth, ensuring exceptional service and therapist standards, and maintaining operational and brand alignment across the entire organization.

The COO will serve as the pivotal operational leader, managing all departments from customer experience and marketing to service delivery and internal headcount planning.

Key Responsibilities

I. Strategy & Business Growth

• Growth Strategy: Develop and execute a comprehensive 3-5 year growth plan focused on revenue growth, market penetration, and long-term sustainable profitability within the beauty and aesthetics industry.
• Performance Analysis: Lead in-depth analysis of business reports (e.g., utilization rates, repeat customer metrics, treatment profitability, therapist performance, and customer lifetime value) to identify actionable insights for improvement and growth.
• Pricing Strategy: Continuously review and optimize the pricing structure for all services and product retail, ensuring competitive positioning, margin targets, and customer value perception are met.
• Expansion: Lead planning and execution for new outlet openings or strategic service line additions.

II. Operational Excellence & Service Quality

• Outlet Management: Oversee the performance and operational efficiency of the five outlet General Managers/Heads, ensuring adherence to the highest standards of cleanliness, presentation, and workflow.
• Therapist & Service Standards: Establish and rigorously enforce service and treatment standards (e.g., application quality, consultation protocols) to ensure a consistently luxurious and professional customer experience.
• Business Flow Optimization: Design, implement, and continuously refine end-to-end business flows (booking, check-in, service delivery, check-out) to maximize efficiency and customer satisfaction.
• Customer Service Oversight: Define the premium standard for the customer service department, ensuring rapid, professional, and brand-aligned communication across all channels.

III. Team, Talent & Headcount Management

• Headcount Planning: Strategically plan, manage, and forecast headcount for all departments (Therapists, Front Desk, Management, Marketing) to ensure optimal staffing levels for peak operational efficiency and future growth.
• Talent Development: Oversee recruitment, rigorous training, certification, and performance management programs for all therapist and management staff.
• Leadership: Directly manage, mentor, and motivate the Outlet Managers and the Marketing Team Lead, fostering a high-performance culture aligned with the DR. LASH brand ethos.

IV. Marketing Team Management & Alignment

• Marketing Strategy Integration: Work closely with and provide strategic direction to the Marketing Team, ensuring all campaigns, promotions, and content effectively drive traffic, appointments, and brand awareness in alignment with business goals.
• ROI Management: Monitor and evaluate the return on investment (ROI) for key marketing initiatives and digital spending.

Requirements & Qualifications

• Experience: Minimum of 7+ years of progressive leadership experience, with 3+ years in an executive-level role (GM, Operations Director, or COO) within the premium beauty, aesthetics, wellness, or multi-unit service industry.
• Operational Depth: Demonstrated expertise in managing operations across multiple retail service locations.
• Financial & Analytical Acumen: Exceptional ability to interpret complex P&L statements, utilization reports, and marketing analytics, translating data into effective operational and growth strategies.
• People Leadership: Proven track record in strategic headcount planning, talent acquisition, and managing both retail operations teams and specialized functional teams (e.g., Marketing, Finance).
• Service Mindset: Deep understanding of the importance of maintaining high-touch customer service standards and managing a workforce of skilled therapists/specialists.

Job Type: Full-time

Pay: $7,000.00 - $12,000.00 per month

Work Location: In person