Director of Operations & Client Experience

 Director of Operations & Client Experience: New York, NY
alts | Alteration Specialists is looking for an Operations Director 

Director of Operations & Client Experience 
Alts is seeking a strategic and hands-on Operations Director & Client Experience to lead daily operations and deliver an exceptional client experience while scaling our studio network across our NYC market. This role is ideal for someone who is passionate about people, obsessed with operational excellence, and committed to delivering an outstanding client journey. You’ll directly manage our Studio Area Managers (SAMs), Customer Experience (CX) Team, and daily production operations—bringing structure, urgency, and strategy to our fast-paced and growing business.

This is a full-time (Monday-Saturday), in-person and onsite (across many locations) position based in New York City with competitive compensation, full benefits, and high-impact growth opportunities.

Core Responsibilities:

Leadership & Team Management

• Lead, coach, and manage all NYC Studio Area Managers and CX team members.
• Build a culture of accountability, positivity, and excellence across locations.
• Be a consistent, supportive presence on the ground, reinforcing expectations and company values.
• Support performance management, career development, and training in collaboration with HR and Training teams.
• Operations Management
• Own daily operations across NYC studios—including scheduling, workflow oversight, and production capacity.
• Ensure each location is delivering against KPIs including turnaround times, overdue orders, RFAs, and efficiency goals.
• Redistribute production and staff resources strategically across shops based on weekly demand.
• Lead weekly ops calls, track action items, and follow through on accountability.

Client Experience & Service Quality

• Manage and optimize the customer journey across all touchpoints ( in-person, support,digital etc.), identifying pain points and opportunities for improvements.
• Monitor and improve NPS, reviews, and client feedback, working with the CX team meet department goals, offer adequate solutions and respond promptly to issues. 
• Collaborate and mentor Studio Area Managers and CX team members to ensure that the customer experience standard is met, both in person and digitally. 
• Enforce studio standards: Professionalism, elevated experience, clear communication, cleanliness, and service recovery processes.
• Partner with marketing, front-of-house and tailoring teams to drive trust and loyalty from our clients.

Production Management

• Oversee and guide daily and weekly production workflows across all NYC locations.
• Ensure each location is delivering against key KPIs, including turnaround times, overdue orders, RFAs, rush capacity, and overall production efficiency.
• Strategically manage production operations, balancing in-shop and outsourced work to meet client deadlines and shop capabilities.
• Provide hands-on leadership and guidance to Studio Area Managers (SAMs) and Tailor Shop Managers (TSMs) on managing workflow, work distribution, and shop prioritization.
• Collaborate closely with the Recruiting Team to communicate current and projected production needs, skill gaps, and shop staffing requirements.
• Analyze production data weekly to identify bottlenecks and implement corrective actions that increase speed and quality.
• Drive alignment between front-of-house operations and tailoring teams to maintain a seamless, high-performing production pipeline.

Strategic Planning & Growth

• Work closely with the COO to develop and execute scalable operational strategies.
• Support company-wide initiatives and new location launches in NYC.
• Lead special projects to improve systems, CX workflows, CX journey and team coordination.

What Success Looks Like

• NYC studios consistently meet or exceed operational and client satisfaction KPIs
• Studio teams feel supported, well-led, and accountable
• Bottlenecks are quickly identified and resolved; shops remain fully operational and client-ready
• CX team operates with clarity, empathy, and urgency
• Operational systems and team culture support scalability and long-term success

Attributes

• A self-starter who thrives in an entrepreneurial, high-growth environment
• Passionate about scaling teams and systems with a people-first mindset
• Energized by both employee success and client satisfaction
• A strategic thinker who also enjoys hands-on, in-the-field leadership
• Flexible and dependable with availability Monday through Saturday
   

Experience

• 10+ years of experience in multi-site operational leadership (tailoring, hospitality, or service-based business preferred)
• Demonstrated success in managing both operations and customer-facing teams
• Skilled in performance analysis, production scheduling, and client experience strategy
• Strong communicator with excellent follow-through and leadership presence
• Calm under pressure, solutions-oriented, and passionate about growing people and processes
   

Why the Role is Compelling
As Operations Director at Alts, you’ll be at the helm of a fast-growing team transforming the tailoring and client service experience. You’ll have the chance to shape systems, lead multiple teams, and work closely with senior leadership in scaling a thriving studio network. This is a key leadership role for someone who loves building structure, developing people, and delivering operational excellence—every day. You’ll feel the excitement of growing a multi-studio business with the support of a committed and high-performing team.