Office & Studio Operations Manager

Office & Studio Operations Manager

Ironhorse Physical Therapy & Pilates | San Ramon, CA | On-site, full-time | Start date: as soon as possible

About the role

Ironhorse is a cash-pay physical therapy and Pilates practice in San Ramon. We are hiring a manager who owns how the practice runs day to day, so the owner can step out of operations. This is not a front-desk seat and not an admin seat. You will own a defined set of outcomes, track them with simple numbers, and fix the cause when something keeps dropping. You may come from boutique fitness, a Pilates or PT studio, a small healthcare practice, or another appointment-based service business. What matters is that you have owned results, led people and followed through.

What you will own

Five areas, each with you as the owner and a weekly number.

• Lead-to-booked-visit and client follow-through: every new inquiry answered fast and moved to a booked visit, no-show and late-cancel follow-up on every one, package renewals and reactivation, client questions and routine issues handled before they reach the owner.

• Scheduling and admin coordination: schedule accuracy and fill in Jane, client messages in Quo, check-in and check-out, the shared admin inbox answered and routed, unpaid balances and superbill paperwork chased to done.

• Owner and Pilates lead coordination: you keep the owner and the lead Pilates instructor aligned and unblocked. That means calendars and handoffs, follow-ups on open items from each of them, a weekly priorities list, and bringing decisions to them in writing so they are not chasing details.

• Staff and intern oversight: you supervise our interns and aides day to day, including schedules, training, task assignments, and timesheets. You also coordinate admin support and front-of-house team members, payroll prep for the twice-monthly run, new-hire paperwork and onboarding checklists. You raise performance issues with the owner with a recommendation.

• Systems: supplies, equipment and vendor or building issues resolved, and written SOPs kept current. You write them and you update them.

KPIs (starting targets, set with you in the first 30 days)

• Admin inbox and Quo messages answered within one business day.

• New-inquiry-to-booked-visit rate tracked weekly, with a follow-up on every lead that does not book.

• No-show and late-cancel rate tracked weekly, with a follow-up on every one.

• Timesheets complete and payroll data ready by the deadline every pay period.

• Intern and aide schedules filled and training checklists complete.

• Open client balances reviewed weekly, with a short written report.

• Every recurring task has a written SOP and a named owner.

• A one-page weekly update to the owner: what moved, what slipped, why, and the fix.

Your first 90 days

• Days 1-30: take over lead-to-booked-visit and client follow-through, and start the weekly priorities list for the owner and the lead Pilates instructor.

• Days 31-60: add scheduling and admin coverage, take over intern and aide oversight, and make routine scheduling reliable.

• Days 61-90: put the weekly scorecard and SOP upkeep in place, and show that fewer routine issues need the owner.

How the role works

Reports to Victoria Liu, owner. Works alongside Joyce (assistant/admin), the lead Pilates instructor, and the clinical team, with a weekly 30-minute review with the owner. You decide on routine scheduling, intern and aide assignments, client issues within agreed limits, supplies and admin process. Clinical decisions stay with clinicians. Hiring, firing, pay, pricing and major spending stay with the owner. Tools: Jane App, Quo, Slack, Google Workspace, QuickBooks (view and reconcile support), ADP (payroll data entry). Full-time, on-site in San Ramon. Practice hours run until 7pm, so some evening coverage is part of the schedule. Exact days to be agreed.

What we are looking for

• 2+ years leading a team or running an office, practice or studio, ideally in healthcare, fitness or another appointment-based business.

• Experience supervising or training junior staff, interns or students.

• A record of improving follow-through, retention or team reliability that you can describe with numbers.

• Strong client communication, and comfort with scheduling/EMR or CRM software (Jane App a plus) and basic billing.

• Calm, clear and organized. You close loops without being chased, and you know when to decide and when to ask.

• Comfortable with confidentiality: patient information (HIPAA) and staff pay.

• Preferred: experience writing SOPs or tracking KPIs. Pilates certification is not required.

Compensation and benefits

$60,000 per year, W-2, full-time.

• Medical stipend: $400 per month

• 401(k) with employer match up to 6%

• Profit sharing eligibility

How to apply

Email [email protected] with the subject "Office & Studio Operations Manager". Include your resume, your availability, and one example of a process you owned end to end and what improved. We would like to fill this role as soon as possible.

Ironhorse PT is an equal opportunity employer.

Pay: $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching

Work Location: In person