Reports To: Managing Director / Co-owner

Employment Type: Full-time

About The Recovery Room

The Recovery Room is Sri Lanka’s pioneering wellness and sports recovery centre, offering state-of-the-art treatments including ice baths, infrared sauna, hyperbaric oxygen therapy, compression therapy, and sports massage. With a growing community of loyal customers, our mission is to make advanced recovery and wellness solutions accessible, enjoyable, and results-driven.

We are seeking an Operations Manager who will ensure the smooth day-to-day running of the centre, deliver exceptional customer experiences, manage staff, and drive operational excellence as we scale.

Key Responsibilities

Operational Leadership

• Oversee day-to-day operations of the centre including scheduling, facilities, equipment maintenance, and customer flow.
• Ensure all recovery treatments (ice baths, sauna, compression suits, hyperbaric chambers, massage services) are delivered safely, consistently, and to the highest standard.
• Manage inventory, ordering, and supplier relationships for consumables, supplements, and wellness products.
• Maintain compliance with health, safety, and hygiene standards.

Customer Experience & Service Excellence

• Ensure every customer receives a premium, professional, and personalized experience.
• Handle escalations, complaints, and feedback with empathy and speed.
• Implement customer engagement initiatives (loyalty programs, feedback surveys, membership services).
• Track NPS (Net Promoter Score) and customer satisfaction metrics, driving continuous improvement.

Team Management

• Recruit, train, and manage front-desk staff, therapists, and support staff.
• Develop staff schedules, ensure optimal staffing levels, and manage attendance/leave.
• Lead team meetings and provide coaching to ensure service consistency and staff motivation.
• Create and implement Standard Operating Procedures (SOPs).

Business & Financial Operations

• Monitor daily revenues, expenses, and cash flow; prepare weekly/monthly reports for management.
• Drive cost efficiency while maintaining service quality.
• Work with management to set operational budgets and achieve performance KPIs.
• Support marketing campaigns, events, and partnerships by ensuring smooth execution.

Growth & Innovation

• Identify opportunities for improving efficiency, customer experience, and service offerings.
• Contribute ideas for expanding services, corporate tie-ups, and product add-ons.
• Benchmark against global recovery and wellness best practices.

Key Competencies

• Operational Excellence & Attention to Detail
• Customer Service Orientation
• Problem-Solving & Decision-Making
• Leadership & Team Building
• Financial Discipline
• Adaptability & Resilience

Performance Metrics (KPIs)

• Customer Satisfaction & Retention Rates
• Revenue Growth & Cost Efficiency
• Staff Retention & Performance Scores
• Operational Uptime (equipment/facility readiness)
• Adherence to SOPs & Compliance Standards

Compensation & Benefits

• Competitive salary based on experience.
• Performance-based incentives.
• Complimentary access to The Recovery Room treatments.
• Professional development and training opportunities.