Head of North America Workshop Operations

WW is looking for candidates to help change people's lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encourage people to move more, shift their mindset and eat healthier while enjoying the foods they love. By drawing on over five decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all.
The Head of NA Field Operations will be focused on strategic growth through In-Real-Life (IRL) experience at WW, while ensuring consistency in top of class experience for our current and potential customers. You will partner with our retail and customer experience teams throughout North America to accelerate bringing the IRL experience to fruition in new and unexpected ways. You will have experience building experience, hospitality or retail organizations at scale, with a customer-centric mindset, thinking of both strategic and tactical ways to bring our IRL experience to life. You will demonstrate outstanding leadership capability and operational excellence (including real estate planning and development and an exceptional customer centric approach).
What you will do
People Leadership:

• Build and nurture a culture of transparent communication, coaching and growth-one that values continuous improvement of business processes, thereby boosting execution, effectiveness, and scale to meet member expectations
• Act as a positive change agent; driving an active and strategic voice from the field organization across NA and collaborating with global and regional leadership in strategy development

Optimizing Member Experience

• Work with Product and customer experience teams to ensure all field roles and responsibilities support selling/service proposition
• Responsible for thinking in a 360 fashion about the IRL and Workshop experiences, from the time the Members and non-Members come in, through the entire experience
• Partner with real estate to develop expansion strategy then work tirelessly to evolve and optimize coaching in those markets

Business Performance / Development

• Actively define and oversee the delivery of a strategic roadmap for retail operations to enhance member experience and lead the evolution of these areas
• Develop and execute the NA IRL brand strategy including shaping a real estate portfolio strategy to include identification of geographic and physical locations and consistent company branding
• Constantly evaluating and road-mapping opportunities within the Studio operations and make process improvements or simplification of central strategies, train and implement when necessary

Who you are

• 12+ years of experience in hospitality or store operations with large field organizations within matrixed and non-matrixed structures, including history building and managing field brand strategy
• Familiar with best-in-class customer experiences, from initial formation of solutions through scalable rollouts
• Ability to partner across all departments, on behalf of customer and IRL experiences, to create and implement holistic solutions
• Skilled at benchmarking practices, within and outside of like categories of business, to accelerate customer value proposition
• Proven experience in establishing vision and goals; developing strategic plans and leading cross-divisional teams in accomplishing key strategic initiatives.

Base salary may vary depending on, but not limited to: skills, experience, and location. Base Salary - $250,000-275,000/yr
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At WW, it is our priority to cultivate a diverse and inclusive workplace. We are committed as individuals, as an organization, and as fellow humans, to advocate for and support our employees, our members, and our communities. We are proud to be an equal opportunity employer and we do not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.