Senior Manager, Instructor Operations & Experience

Senior Manager, Instructor Operations & Experience

We're purpose-driven. With every ride, we aim to redefine health and happiness. It's all about being more than a workout: SoulCycle is a mind-body-soul experience, built on community, love, respect, acceptance, and a lot of fun. It comes to life through the ride, the relationships, and the unparalleled hospitality. And all of that comes from our people. Join uswe'd love to have you

To foster an open, diverse, and inclusive communitywhile embracing each unique individual exactly as they are. We empower each other by listening with an open mind, finding ways to learn and grow together, and always nurturing a sanctuary of trust. To make a real, lasting impact, we'll work nonstop to embrace and create change. Because nobody is equal until everyone is equal.

Job Description

The Senior Manager, Instructor Operations and Experience plays a critical leadership role in shaping and executing the strategy to elevate Instructor performance and growth. This role provides day-to-day leadership and development for one or more Manager-level direct reports. This person is additionally responsible for managing a high volume group of creative, high performing talent, fostering a positive work environment, ensuring operational excellence, and clear communication. The ideal candidate is a seasoned people leader who thrives in a dynamic, creative, and high pressure environments with the ability to thrive under pressure while maintaining authenticity, integrity, and empathy. They have a proven track record in demonstrating a people first leadership style balanced with strong business acumen and data informed decision making.

This role is based out of our Headquarters in NYC and reports to the Senior Director, Talent Management.

ROLES AND RESPONSIBILITIES:

• Act as a primary leader for one or more assigned Manager, Instructor Operations and Experience, supporting their development and effectiveness in managing instructors; Maintain consistent communication and hold regular meetings for coaching and feedback
• Develop and execute talent engagement and retention initiatives aligned with company values and priorities.
• Act as a thought partner to the Senior Director of Talent and cross-functional leaders on long-term planning, business performance; collaborate with Talent Development team on creative output
• Manage a high volume roster of SoulCycle Instructors, serving as their main point of contact for guidance, support, and overall performance management including reviews and feedback; establish and implement scalable systems for development, feedback, and career growth
• Facilitate consistent communication with Instructors and hold regular meetings for coaching and feedback; Serve as the main point of contact and primary source of information for Instructors
• Provide direct coaching and elevated employee relations support, taking the lead on Instructor issues with timely escalation and discretion on high risk matters; Partner with the People Team as needed.
• Serve as a trusted advocate for Instructors, identifying proactive solutions to support their career growth and align with scheduling and business needs.
• Collaborate with the Scheduling, Strategy and Optimization (SSO) and Regional District Managers to optimize rider and brand experience in order to drive business revenue through scheduling strategies and tactics
• Attend and visit studios and Instructors, riding with Instructors in your roster to ensure they are consistently providing an on brand experience.
• Support Instructor involvement in cross functional opportunities including retail, marketing, partnerships and other content initiatives
• Partner with Talent Team to ensure the Instructor population is consistently receiving real time communication and updates surrounding his/her/their employment and business contribution
• Perform key administrative tasks including Instructor Statistics & Analytics, Human Resources Information Systems, Applicant Tracking Systems, and Time Management
• Ensure clear and timely communication with internal departments, escalating high risk issues immediately and directly with the relative partners
• Lias with studio manager to ensure Instructors have needed supplies and working equipment and facilities; escalates ongoing issues
• Track and submit manual Instructor payroll hours, PTO and expenses as needed
• Perform other duties and responsibilities as assigned

Qualifications

• 5-7 years of professional experience in Administrative & Operations Management, ideally within the Fitness, Wellness or Entertainment industry, with direct exposure to creative or performer talent.
• Demonstrated experience with multi unit or high volume rosters, a minimum of 30 direct reports in a fast paced, high pressure environment
• Direct experience with managing creative talent, providing them support with building business impact and increasing their performance
• Skilled in using data to make strategic decisions and influence stakeholders
• Experience handling complex Employee Relations issues as a direct line manager, including high risk cases, and leading with discretion and care
• High level of empathy and the ability to partner with Instructors to drive strong business performance
• Must have a positive, can-do attitude with the ability to handle a high volume of email and phone calls
• Able to think strategically while executing tactically under tight deadlines
• Exceptional interpersonal and communication skills- written, verbal, and visual
• Highly organized with strong attention to detail and follow through
• Must be able to work a flexible schedule and non-traditional hours; including travel and field work
• Self-starter with a collaborative spirit; comfortable navigating ambiguity
• High level of tact and confidentiality

Pay Transparency: Min $ 80,000 - Max $90,000, based in NYC Metro Area