Job Description

Job Summary

The Chief Operating Officer (COO) serves as the senior operational leader of Carbon Performance, driving company performance, profitability, operational excellence, and strategic growth. Reporting directly to the CEO, the COO oversees all existing and future locations, ensuring a consistent, world-class member experience.

The COO leads all aspects of operations — sales performance, customer experience, facilities and equipment, technology platforms, food and beverage, group fitness programming, recovery services, and new location development — while building the systems, processes, leadership teams, and infrastructure to support Carbon's expansion into a nationally recognized fitness, wellness, recovery, and lifestyle brand. This role carries full operational and financial responsibility for all locations.

Supervisory Responsibilities

• Oversees Director of Operations, District Managers, General Managers, Regional Director of Facilities & Equipment Operations, and other personnel as the organization grows.
• Fosters a collaborative, high-performance culture with clear goals and expectations.
• Provides operational guidance, coaching, and mentorship to direct reports to support skill development and career growth.
• Conducts team meetings and regular one-on-ones to share updates and reinforce policies and procedures.

Duties & Responsibilities:

Operational Leadership

• Lead day-to-day operations across all Carbon locations, ensuring consistency, execution, and service standards company-wide.
• Develop and implement scalable operating systems, policies, procedures, and best practices.
• Establish performance metrics, accountability systems, and operational scorecards.
• Develop operational strategies that support revenue growth and profitability. Foster a culture of accountability, hospitality, excellence, and member-first service.
• Partner with the CEO to execute strategic initiatives and long-term growth plans.

Standard Operating Procedures (SOPs) & Process Excellence

• Develop, implement, and continuously improve company-wide SOPs across all departments and locations.
• Create scalable systems that support growth while maintaining consistency and quality.
• Ensure processes are documented, trained, audited, and consistently executed.
• Establish performance standards for sales, customer service, facilities, recovery, group fitness, and café operations.
• Conduct operational audits, implement corrective action plans, and drive continuous improvement to increase efficiency and effectiveness.

Multi-Unit Leadership & Team Development

• Recruit, develop, coach, and retain high-performing leaders.
• Create succession planning and leadership development programs and build leadership pipelines to support growth.
• Conduct performance evaluations and talent assessments.
• Establish leadership accountability standards across all locations and foster a culture of teamwork, growth, and operational excellence.

Financial Performance & P&L Management

• Maintain full P&L responsibility for individual locations, districts, and company-wide operations.
• Drive revenue growth, profitability, EBITDA expansion, and operational efficiency.
• Develop annual budgets, forecasts, and financial plans with the CEO and Controller.
• Monitor labor, operating expenses, occupancy costs, and capital expenditures.
• Identify margin improvement opportunities while enhancing the member experience.
• Analyze financial performance and implement corrective actions to ensure all locations achieve financial targets.

Membership Growth & Retention

• Drive membership acquisition, retention, and engagement.
• Partner with sales and marketing to optimize lead generation and conversion.
• Establish KPI dashboards and performance standards for growth and retention.
• Develop strategies to increase member lifetime value, engagement, and community involvement.
• Monitor and improve attrition, revenue per member, utilization, and Net Promoter Score (NPS).

Customer Experience & Hospitality

• Ensure a consistent, exceptional member experience across all locations.
• Establish and maintain service and hospitality standards.
• Monitor and improve NPS and member satisfaction.
• Resolve escalated member concerns and identify continuous improvement opportunities. Champion a culture that prioritizes member relationships, engagement, and retention.

Group Fitness, Programming & Utilization

• Oversee strategy, development, and performance of all group fitness programming.
• Optimize class schedules to maximize attendance, utilization, and profitability.
• Establish utilization benchmarks and performance standards.
• Evaluate and improve class concepts, formats, instructor performance, and schedules.
• Track attendance trends, instructor effectiveness, and class profitability.
• Introduce innovative programming and emerging fitness concepts in collaboration with fitness leadership to align with brand positioning and member needs.
• Oversee instructor development, accountability, and performance management.

New Location Development & Expansion

• Lead operational aspects of new location openings and market expansion.
• Develop and execute club opening playbooks and startup procedures.
• Coordinate with real estate, construction, design, technology, and operations teams during development.
• Ensure successful launch, staffing, training, and ramp-up. Build systems to support opening multiple locations annually.
• Evaluate expansion opportunities and lead operational due diligence for acquisitions, mergers, or partnerships as applicable.

Facilities, Equipment, & Technology

• Oversee facility maintenance, equipment operations, capital improvements, and vendor management.
• Maintain high standards of cleanliness, safety, and functionality.
• Develop preventative maintenance and equipment replacement plans.
• Manage operational technology platforms, evaluating and implementing technologies that improve efficiency and member experience.
• Ensure infrastructure supports future growth.

Café, Recovery & Ancillary Revenue Operations

• Oversee food and beverage operations including profitability, inventory controls, and product offerings, as well as recovery services and performance.
• Develop strategies to maximize ancillary revenue, including recovery services, Reformer Pilates, personal training, small group training, café, retail/supplements, events and community activations, corporate wellness partnerships, and specialty fitness and wellness offerings.
• Monitor industry trends and emerging opportunities.

Vendor, Contract & Partnership Management

• Negotiate and manage major vendor agreements, service contracts, and operational partnerships.
• Ensure compliance with company policies, regulatory requirements, and contractual obligations.
• Develop strategic partnerships that enhance the member experience and generate revenue.
• Manage vendor performance and service-level expectations.

Compliance, Risk Management & Safety

• Ensure compliance with all federal, state, and local employment, safety, and operational regulations. Partner with HR on compliance, workforce planning, and employee relations.
• Develop risk management strategies to protect company assets, employees, and members. Oversee emergency preparedness, safety programs, and incident response.
• Ensure compliance with fitness industry, food service, and wellness operational standards. All other duties as assigned.

Required Skills & Abilities:

· Exceptional leadership and team development capabilities.

· Strong strategic planning and execution skills.

· Advanced financial acumen and business analysis abilities.

· Expertise in multi-unit operations management.

· Strong organizational, communication, and presentation skills.

· Ability to influence and collaborate across all levels.

· Data-driven decision-making capabilities.

· Change management and organizational development expertise.

· Strong negotiation and vendor management skills.

· Ability to thrive in a fast-paced, high-growth environment.

· Entrepreneurial mindset focused on continuous improvement.

· In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.

Education & Experience

· Bachelor's degree in Business Administration, Operations Management, Hospitality Management, Finance, or related field required.

· Master's degree (MBA) preferred.

· Fitness, hospitality, franchise, or multi-unit operations certifications preferred.

· Minimum 10 years progressive leadership in multi-unit operations.

· Minimum 5 years senior executive leadership experience.

· Experience leading fitness, wellness, hospitality, retail, franchise, or service-based organizations preferred.

· Proven success managing multiple locations and large operational teams.

· Extensive P&L management and financial accountability experience.

· Demonstrated success opening and scaling multiple locations.

· Experience developing operational systems, SOPs, and organizational infrastructure.

· Proven track record driving revenue growth, operational excellence, and profitability.

· Experience leading through rapid growth, private equity investment, or multi-state expansion preferred.

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Requires prolonged sitting and computer work; frequent travel between locations including overnight travel; ability to communicate in person, virtually, and by phone; tour facilities, inspect equipment, and navigate operational environments; occasional lifting up to 25 pounds; frequent use of hands, arms, sight, and hearing; ability to work remote or onsite in a fitness setting.

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