Senior Director of Operations

About the Company

Exubrancy is a New York-based corporate wellness company. We design and deliver in-person and virtual wellness experiences for corporate clients across the US, from chair massage and fitness classes to meditation, workshops, health fairs, and team events. Behind every event is a national network of vetted wellness practitioners and workshop partners that we source, onboard, manage, and stand behind.

The quality of that network, and the people who run it, is the core of what clients pay us for.

About the Role

We are hiring a Senior Director of Operations to own the supply side of the business and lead the operations team. This person is the senior owner of our practitioner and partner relationships, the quality and standards of our network, and the systems and people that keep delivery running.

They lead a small onshore team and an offshore support team, and they are the calm, credible point of judgment when something is difficult, sensitive, or has not happened before, and the person who represents Exubrancy well to our networkThis is a hands-on leadership role, not a purely strategic one.

The right person is equally comfortable making a fast hiring call under time pressure, holding a firm but fair conversation with a long-standing vendor, coaching a direct report, and tightening a process so it runs without them. It is a New York-based role: much of our network, our team, and our most important client work is here, and presence matters.

What you will ownPractitioner and partner relationships. You are the senior relationship owner for our wellness practitioners and workshop partners. You lead first conversations with prospective new partners, decide who is the right fit for our roster, and own the ongoing relationships, including rate conversations and retention.

Vendors should feel they are dealing with someone who understands their world and treats them fairly.

Hiring and roster decisions. You make the call on who joins and stays on our roster. That includes leading auditions for higher-stakes candidates, committing to spot hires under tight turnarounds (often negotiating rates in hard-to-cover markets), and advising internal teams on the best practitioner for an important client based on your deep knowledge of the network.

Quality, standards and difficult conversations. You own the quality bar. When a practitioner has performance issues, you decide the response and have the conversation, from a quiet word through to a final warning or ending a relationship. These are handled case by case, with care, and with sound judgment about the practitioner, the client, and our reputation.

Contracts and compliance. You handle contract conversations with practitioners and partners, working through the occasional pushback on our standard agreements in partnership with our Finance lead to land terms that work for both sides.

Commercial and pricing projects. You bring a commercial lens to the supply side and take on numbers-driven projects end to end. A typical example: reviewing practitioner or event pricing to protect and improve gross margin, getting into the detail yourself, and coming back with a clear, costed proposal.

Team leadership. You lead the operations team: an onshore operations manager and an offshore support team. You run regular one-on-ones, coach for growth, set clear ownership, and make sure work is well distributed so no one is overloaded. You set the standard for how the team shows up.

Cross-functional partnership and hiring. You work closely with Sales, Account Management and Finance: representing operations in programming discussions, sitting in on interviews for key hires, and being a dependable, senior point of contact when colleagues need operational judgment quickly.

Relationship memory. A natural knack for carrying a large network in your head: people's names, what they do, their background, and their story. In a relationship-driven business that is a genuine force multiplier, and the strongest operators have it.

Key Skills

• Managerial experience.
• A track record of managing people and getting results through a team, including, ideally, experience managing both onshore and offshore or remote team members.
• Relationship skills.
• Strong people instincts and the ability to build trust quickly, hold firm on standards without burning relationships, and navigate sensitive conversations with vendors and colleagues.
• Gravitas and sound judgment.
• The presence and credibility to be the senior point of decision when something is difficult or ambiguous, to represent Exubrancy well externally, and the judgment to know when to act, when to escalate, and when to say no.
• Commercially minded and numerate.
• Comfortable getting into the numbers.
• You can own a project that turns on commercial judgment, such as a pricing or margin review, and come back with a concrete recommendation you can stand behind.
• Operational rigour.
• Comfort with process, systems and detail; the instinct to turn one-off problem-solving into repeatable playbooks; and a bias toward making the operation cleaner over time.
• Composure under pressure.
• Part of this job is unavoidably time-sensitive: a vendor cancels and we have hours to fill the gap.
• The right person stays calm, takes energy from the scramble rather than dreading it, rises to the occasion, and builds the systems that make the next one easier.
• Process and continuous improvement.
• You own how operations runs, not just that it runs.
• You look for what can be simplified, documented, automated, or delegated, and you build the playbooks that let the team operate consistently and the business scale without everything depending on one person.
• Sector affinity (a plus, not a requirement). Familiarity with the wellness, events, hospitality, staffing, or marketplace worlds is helpful but not essential; we will teach the market to the right leader.
• This role reports to the President and leads the operations team (an onshore operations manager and an offshore support team). It is a New York-based role with regular in-office and on-site presence expected.