Director of Operations

Location: New York City (On-Site)
Reports To: Chief Operating Officer
Schedule: Full-Time | Includes Saturdays as Needed

Lead the Engine Behind Every Exceptional Client Experience

At alts | Alteration Specialists, we believe craftsmanship deserves operational excellence.

Every garment entrusted to us represents an important moment in someone's life—a wedding, an interview, a celebration, a milestone. Behind every successful fitting, every flawless alteration, and every delighted client is a team operating with precision, care, accountability, and purpose.

We're seeking a Director of Operations to lead our New York City market and serve as the driving force behind our studio performance, production excellence, and client experience execution.

This is not a role for someone who prefers to lead from behind a desk.

This is a role for a builder, operator, coach, and problem solver who thrives in the field, develops high-performing teams, and creates systems that scale.

You will lead through presence, accountability, and action—ensuring every studio operates at the level our clients expect and our brand promises.

Our SCORE Values

Everything we do is grounded in our values:

Solve with Skill & Creativity

Approach challenges with resourcefulness and curiosity.

Craft with Care

Honor the details and never compromise on quality.

Own the Outcome

Take responsibility and follow through.

Respect What Matters

Value our clients, teammates, and commitments.

Elevate Every Experience

Create moments that exceed expectations.

As Director of Operations, you bring these values to life every day.

Your Mission

To create operational excellence across every NYC studio by building exceptional teams, driving production performance, and ensuring every client experience reflects the premium standards of Alts.

You are responsible for the systems, people, and execution that transform great craftsmanship into an extraordinary client journey.

Success means:

• Teams know exactly what's expected

• Production flows efficiently and predictably

• Clients receive consistent, elevated service

• Studios operate with accountability and professionalism

• Operational challenges are solved before they become client problems

What You'll Own

Studio Performance & Market Execution

You are the operational leader of the NYC market.

Through visibility, coaching, and accountability, you ensure every studio is performing at a high level and aligned to company standards.

You will:

• Lead execution across all NYC studios

• Maintain a strong in-shop presence

• Partner closely with Studio Area Managers and production leaders

• Identify operational risks early and act decisively

• Ensure staffing, workload, and resources align with business demand

• Drive consistency across every location

You don't wait for problems to surface—you anticipate them.

Production Excellence & Capacity Planning

Exceptional client experiences begin with operational discipline.

You will oversee production performance across all studios, ensuring garments move efficiently from fitting to completion while maintaining our quality standards.

You will:

• Balance capacity across locations

• Monitor production flow and turnaround times

• Optimize workload distribution

• Ensure rush orders are handled effectively

• Identify and remove bottlenecks

• Improve forecasting and resource planning

• Partner with tailoring leadership to maximize production efficiency

Your goal is simple:

The right garment, completed the right way, delivered at the right time.

Leadership, Coaching & Accountability

Great operations start with great leaders.

You will build, develop, and inspire a team that consistently performs at a high level.

You will:

• Lead Studio Area Managers and operational leaders

• Establish clear expectations and measurable standards

• Coach for growth and performance

• Create accountability at every level

• Address challenges directly and constructively

• Build future leaders within the organization

You understand that culture is created through consistency, visibility, and action.

Client Experience & Service Excellence

Operations and hospitality are inseparable.

You will own the systems, behaviors, and standards that ensure every client receives an exceptional experience—from first fitting to final pickup.

You will:

• Champion service excellence across every studio

• Ensure transparent pricing and expectation setting

• Monitor client feedback, reviews, and NPS performance

• Lead service recovery efforts when challenges arise

• Drive consistency in communication and follow-through

• Ensure quality control standards are executed every time

Every decision you make should support one outcome:

Clients leave feeling confident, cared for, and excited to return.

Building for Scale

As Alts continues to grow, so must our operational foundation.

You will partner with executive leadership to improve systems, simplify complexity, and create sustainable infrastructure for expansion.

You will:

• Develop scalable operating processes

• Improve reporting and performance visibility

• Standardize best practices

• Drive continuous improvement initiatives

• Support growth and future market expansion

You aren't just managing today's business—you are helping build tomorrow's.

What Success Looks Like

Client Experience

• NPS of 70+

• Increased client retention and loyalty

• Reduced escalations and service failures

Operational Excellence

• 98%+ On-Time Delivery

• Healthy production flow across all studios

• Reduced backlog and overdue orders

• Strong capacity utilization

Team Performance

• High-performing, accountable leaders

• Strong employee engagement

• Reduced turnover

• Consistent execution across locations

Business Impact

• Operational readiness for growth

• Improved efficiency and productivity

• Scalable systems and processes

• Strong cross-functional collaboration

What You Bring

Experience

• 8–10+ years leading multi-unit operations

• Experience in hospitality, retail, luxury service, or operationally complex environments

• Proven success managing high-performing teams

• Demonstrated ability to improve performance at scale

• Experience leading through growth and change

Leadership Traits

• Highly accountable

• Decisive and solutions-oriented

• Comfortable in fast-paced environments

• Strong communicator and coach

• Operationally disciplined

• Hospitality-minded

• Obsessed with execution

Why Join Alts?

At Alts, operations is more than process.

It is the foundation of trust.

It is how we honor our clients' most important moments.

It is how we support our teams in doing their best work.

As Director of Operations, you will play a critical role in shaping the future of our business, developing exceptional leaders, and creating the systems that allow us to scale without compromising quality, craftsmanship, or experience.

If you are passionate about building teams, driving performance, and creating extraordinary experiences, we'd love to meet you.