Practice Experience Manager

Company OverviewSpaDerma is a premier medical spa, specializing in Cosmetic Injectables, Laser Hair Removal, and Advanced Skincare for over 20 years. Our expert team of Aestheticians and Injectors delivers effective treatments using the latest technology, with a focus on exceptional care and results. We’re proud to be an approachable and affordable brand that prioritizes both employee empowerment and patient satisfaction.Our spas provide a welcoming, relaxed environment where knowledgeable providers help patients feel at ease, while fostering lasting relationships through collaborative, personalized treatment plans. SpaDerma is excited to grow our Injector team and welcomes passionate professionals to join us.Position SummaryThe Practice Experience Manager is responsible for leading all practice operations and ensuring an exceptional, consistent patient journey across every touchpoint. This role drives team performance, operational excellence, and revenue through booking optimization, team development, and alignment with company initiatives.This full-time role requires presence in the spa 5 days a week or more as needed. The PEM is required to work some evenings and weekends as needed.Position ResponsibilitiesPSA (Front Desk Team)Lead, manage, and develop the front desk team (PSAs)Provide ongoing coaching, feedback, and performance management to ensure high standardsTrain and onboard new PSAsOwn front desk driven revenue metrics including booking conversion, pre-booking, membership, retail, and package salesDrive team accountability to performance goals and KPIsOversee daily front desk operations to ensure efficiency and task completionProvidersSupport operational onboarding of new providersEnsure booking accuracy and optimization to maximize provider utilizationHold providers accountable to schedules, punctuality, and operational standardsGeneral OperationsFoster a culture of accountability, professionalism, and patient first serviceSet, model, and enforce elevated patient experience standards across the spaAct as the primary escalation point for patient concerns, ensuring timely and effective resolutionEnsure the spa maintains full operational readiness, including inventory management, equipment troubleshooting, and facility upkeep aligned with audit standardsLead execution and adoption of promotions and company initiativesEnsure team alignment with business goals and revenue-driving strategiesTrack performance and provide feedback on initiative effectivenessPartner with leadership on scheduling strategy, operational gaps, workforce planning, and performance evaluationsComplete special projects and other duties as assigned by leadershipWhat success looks like:Exceptional patient experience / complaints swiftly resolvedStrong booking conversion and schedule optimization Strong PSA performance (attendance, execution, accountability)Front desk revenue contribution (packages, retail, memberships, prebooking)Operational readiness (inventory, flow, maintenance issues)Fostered a positive, accountable, high-performing team cultureRequirements:Minimum of 2 years of management experienceBachelor’s degree preferred but not requiredAesthetics license a plus, but not requiredStrong communication, organization, and leadership abilitiesProven track record in sales and customer relationship managementCompensation: starting at $65,000