Client Operations Manager

Job Description

Job Description

Salary :     $100-$110K. With top performance, you are also eligible to become a shareholder in our company and earn equity.

Benefits :   FREE employee-only medical coverage under one of our plans. FREE short-term disability and FREE life insurance coverage.  Plus, a 4% employer match with our 401(k).  Other incredible benefits HERE.

Location :   We will be making one hire located in any of these locations : NYC, San Francisco, Houston, or Atlanta. This role will require 25-50% travel.

Reports to :   Our SVP of Operations

Your Mission :

Your mission is to oversee day-to-day service delivery at multiple client locations.  Upon hire, you will manage locations across the country. For each of our sites in these cities, you will manage and support your onsite host teams, ensuring high-quality operations that align with client expectations and our company standards. Think of your role as the essential bridge between the frontline team members that you manage (our hosts) and our leadership team.

Your Legacy :

As a result of your time in this role, you supported Playbook in exponential growth nationwide. You were able to retain both your clients and host teams, and the way your team performed elevated the bar for the rest of our company. Your leadership played a pivotal role in reshaping the workplace experience, proving that office spaces can do more than function; they can inspire.

What You're Responsible For :

• Team Leadership & Site Operations : Oversee and inspire host teams (including experience directors, event managers, and fitness team members) across multiple client locations, creating a culture where team members feel supported, motivated, and excited to grow. Ensure seamless daily operations that meet both company standards and client expectations. Conduct regular site visits and virtual check-ins to maintain high service quality and team engagement. Partner with the People Team to hire top talent and deliver exceptional onboarding experiences.
• Client Relationship Management : Act as the primary operational contact for client stakeholders at each location, typically property or asset managers. Build strong, trust-based relationships through consistent communication and proactive issue resolution. Identify potential risks, service gaps, or concerns and escalate them to the Strategic Advisor to ensure client satisfaction and long-term partnership success.
• Performance Monitoring & Reporting : Track and analyze key performance indicators (KPIs) across all sites to measure success and identify areas for improvement. Prepare and deliver monthly and quarterly operational updates for both internal teams and external stakeholders. Leverage data and client feedback to inform continuous improvement strategies and enhance overall service delivery.
• Program Implementation & Process Improvement : Lead the rollout of new initiatives, policies, and operational enhancements across host teams to drive consistency and excellence. Ensure strict adherence to standard operating procedures, brand guidelines, and compliance requirements. Collaborate closely with cross-functional teams to optimize performance and elevate the overall client and tenant experience.

Who You Are - Baseline Expectations :

Who You Are - Core Competencies :

Our Core Values :

Playbook's culture is based on a shared respect for our lived values HERE.  Fit with our values is a critical component of our hiring process, and you and all of our colleagues are expected to live our core values in interactions with team members, customers, and stakeholders.  An assessment of how you have exhibited our values is also an important part of your performance review process.

Our Commitment To You :

Playbook is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  We know the more inclusive we are, the greater our impact will be!

A Quick Note About Salaries :

We list salaries based on a few key factors.  These include location-specific budgets, market trends, team size, and the scope of the building.  Since we’re a national company working with office properties of all shapes and sizes, the listed salary is tailored specifically to this role and may differ from similar-titled roles on our Careers Page. Curious or want to chat more about it?  We promise to be open and transparent about these details throughout our interview process.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.