Head of Operations - Hyderabad
1 day ago
Job description
Job Title:
Head of Operations – Athleaders
Location:
Hyderabad (Hybrid: Onsite & WFH)
Reports To:
COO / CEO
About Athleaders
Athleaders is Singapore's and Dubai's #1 convenience-based personal training company, offering a 3-in-1 fitness experience: a personal trainer, dietitian, and account manager for each client.
Our mission is to make health and fitness accessible, convenient, and high-quality, delivered by the best trainers and coaches in the region.
We operate across Singapore and Dubai, with most teams working remotely from India, and are now consolidating operations into a hybrid Hyderabad office.
Role OverviewWe are seeking a Head of Operations to own the end-to-end delivery of our 3-in-1 personal training service, ensuring operational excellence, team productivity, and consistent client experience across all markets.
This is not a sales role - you will ensure that every scheduled session, client interaction, and operational process is executed flawlessly.
You will oversee operational teams including Account Management, Fitness Managers, Dietitians, and Quality Assurance, while collaborating with Sales, Finance, HR, Growth, and Technology teams to enable smooth, scalable operations.
Service Delivery & Client Experience
Ensure all client sessions are delivered as scheduled (trainers, dietitians, and AMs).
Monitor client satisfaction, renewals, and complaint resolution to maintain exceptional service quality.
Address escalations related to service delivery or client experience promptly.
Team & People Management
Oversee Account Management, Fitness Managers, Dietitians (if separate), Sales and Quality Assurance.
Track team productivity, coach managers, and implement operational KPIs.
Ensure resource allocation and staffing meet client demand in Singapore and Dubai.
Operational Processes & Quality
Standardize and maintain SOPs for onboarding, scheduling, follow-ups, renewals, and reporting.
Monitor pre-sales and post-sales process adherence (e.g., call attempts, follow-up, handoffs, documentation).
Implement continuous improvements to enhance operational efficiency and reduce errors.
Cross-Functional Collaboration
Collaborate with Sales & Head of Growth to ensure campaigns and lead volume can be supported operationally.
Work with Finance / CFO for budgeting and resource planning.
Coordinate with Technology Advisor to implement tools and dashboards that track operational KPIs.
Liaise with HR for staffing, training, and operational workforce needs.
Strategic Oversight
Identify bottlenecks and inefficiencies in service delivery; implement scalable solutions.
Ensure operational readiness for expansions, new markets, or increased client load.
Requirements
7–12 years of experience in operations, service delivery, or multi-location service management, preferably in fitness, wellness, or convenience-based services.
Strong process orientation and experience with SOPs, operational audits, and QA frameworks.
Experience managing remote + field teams across multiple locations.
Excellent people management and coaching skills.
Strong analytical mindset with ability to track, measure, and improve KPIs.
Ability to collaborate cross-functionally with Sales, Marketing, Finance, HR, and Tech teams.
What We Offer
Lead operations for Singapore and Dubai's #1 personal training service.
Opportunity to shape processes, scale operations, and improve client experience.
Hybrid working model in Hyderabad, working with a highly motivated, multi-functional team.
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