Director of Operations

About the Company: At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections. The Company We're revolutionizing the fitness & wellness industry, and we’re looking for talented people to help us do it. Mindbody + ClassPass bring together the best of both sides of the market: Mindbody is the industry’s most trusted all-in-one technology platform; ClassPass is one of the most popular apps for fitness & self-care enthusiasts. Together we’re partnering with more than 70,000 fitness studios, gyms, salons, and spas around the world. We’re not just another tech company—we’re far and away the leader of our industry. So join the team, work with mission-led people, and enjoy amazing benefits. Let’s see what we can accomplish together! The Role The Director of Operations will oversee global operations, ensuring seamless delivery, scalability, and efficiency across all aspects of our platform. This executive role is critical in driving operational excellence, cost efficiency, and customer satisfaction while also supporting product growth and market expansion. The ideal candidate will have a deep understanding of SaaS, fitness technology, and enterprise software operations, as well as experience in customer lifecycle management, service delivery, and business scalability. Key ResponsibilitiesOperational Strategy & Execution

• Develop and implement the operational strategy to optimize service delivery, scalability, and customer success.
• Align operations with business objectives, ensuring efficiency across our studio management system, automated marketing platform, payment processing, fitness performance system, and analytics & business insights.
• Define and track operational KPIs such as uptime, customer retention, SLA compliance, and response times.
• Identify and implement automation tools to streamline workflows, reduce manual processes, and enhance efficiency.

Vendor & Supplier Management

• Oversee relationships with technology vendors, service providers, and third-party integrations to ensure quality, reliability, and cost-effectiveness.
• Negotiate contracts and manage ongoing vendor performance to meet business needs.
• Collaborate with engineering and product teams to optimize integrations with external platforms (e.g., ESP, SMS providers, payment gateways).

Customer Success & Support Optimization

• Lead onboarding and training teams to ensure customers are effectively integrated into the platform.
• Oversee onboarding, implementation, data services, and customer success teams, ensuring high satisfaction, fast resolution times, and scalable support models.
• Partner closely with support to implement customer self-service resources such as chatbots, knowledge bases, learning management systems, and ticketing systems to reduce operational costs while improving user experience.

Data Migrations & Implementation

• Develop and oversee data migration strategies, ensuring efficient, seamless transitions for customers switching from other platforms.
• Work closely with engineering, product, and customer success teams to improve the speed, accuracy, and reliability of migrations.
• Address technical and operational challenges associated with data migration and platform integrations.

Internationalization & Scalability

• Manage the internationalization of service delivery, ensuring our operations support a global customer base.
• Develop multi-language, multi-currency, and localized support strategies for international markets.
• Ensure compliance with regional regulations, payment processing standards, and data privacy laws (e.g., GDPR, PCI compliance).

Budget & Cost Management

• Develop and manage operational budgets, optimizing cost structures while maintaining service excellence.
• Identify opportunities for cost savings and efficiency improvements across all areas of operations.
• Work with finance teams to forecast operational expenses and align spending with company growth.

What We're Looking For

• 10 years of relevant experience in operations management, SaaS, or technology companies.
• 5 years in a senior leadership role, with a track record of managing complex projects and cross-functional teams.
• Experience overseeing multiple departments, including onboarding, customer success, data migrations, and vendor management.
• Proven ability to scale SaaS operations, optimize workflows, and implement automation tools.
• Strong understanding of fitness business models, including boutique studios, franchises, and enterprise chains.
• Deep experience with learning management systems, customer ticketing systems, knowledge bases, and chatbot technologies.
• Familiarity with Jira, Slack, Confluence, Twilio, CRMs, and analytics platforms.
• Strong leadership, problem-solving, and analytical skills.
• International experience preferred.
• Experience in early-stage, high-growth SaaS companies is a plus.
• Understanding data migration processes and their technical and operational challenges is a plus.

What We Offer

• Work-from-home flexibility in a dynamic, results-driven environment.
• Unlimited vacation policy with a focus on performance and output.
• Competitive compensation and benefits in a rapidly growing company.
• A culture that values autonomy, innovation, and diversity.

Pay Transparency It is Mindbody’s intent to pay all Team Members competitive wages and salaries that are motivational, fair, and equitable. The goal of Mindbody’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. The base salary range for this position in the United States is $140,000 - 175,000. The total compensation package for this position may also include performance bonuses, benefits, and/or other applicable incentive compensation plans. Have we piqued your curiosity? Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes. Playlist is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics. By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at Mindbody, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).