Role Description

As the Director of Spa Operations, your primary responsibility is to lead the strategic and operational execution of partner Spas and ESPA’s spa portfolio across the Americas. You will oversee the performance and standards of all ESPA-branded and partnered spas, ensuring a consistent luxury experience that aligns with brand values while driving profitability, guest satisfaction, and operational excellence.

You must be able to travel across the region up to 60% of the time to support on-site operations, team development, and brand implementation. Your role will involve cross-functional collaboration with spa partners, internal departments, and global teams to drive innovation, elevate service delivery, and ensure operational success.

In this position, you will lead the launch and ongoing operations of new ESPA spas, ensure compliance with brand standards, guide financial performance for the Spas and for ESPA, and support recruitment, training, and retention of spa leaders and therapists. You will also act as a key brand ambassador, representing ESPA in client and industry-facing settings.

As Director of Spa Operations, you’ll:

• Drive operational excellence across ESPA-operated and partnered spas in the Americas.
• Provide strategic direction, leadership, and mentorship to on-site spa managers and their teams.
• Support and oversee the opening of new ESPA spa locations, including pre-opening planning, team onboarding, and brand training.
• Monitor and evaluate spa financial performance, develop improvement plans, and ensure adherence to budgets and KPIs.
• Maintain rigorous brand standards across service delivery, guest experience, design, and retail execution.
• Act as a liaison between property ownership, hotel management, and ESPA International to ensure aligned goals and outcomes.
• Collaborate with the ESPA Education and Marketing teams to support ongoing training, promotions, and product launches.
• Develop operational strategies and best practices to support spa profitability and customer satisfaction.
• Partner with hotel Human Resources and recruitment teams to attract, hire, and retain top spa talent.
• Represent ESPA at industry events, partner meetings, and international conferences when appropriate.

Qualifications

• Minimum 5+ years of experience in luxury spa operations, hospitality leadership, or wellness brand management.
• Proven success in multi-site spa operations or senior-level management within hotel or resort environments.
• Strong understanding of spa revenue management, guest journey design, service standards, and retail performance.
• Demonstrated ability to lead cross-functional teams and drive high performance.
• Excellent commercial acumen, budgeting skills, and experience in financial planning.
• Strong interpersonal, communication, and presentation skills with the ability to influence at all levels.
• Entrepreneurial spirit, self-motivated, and results driven.
• Advanced computer literacy, including proficiency in Microsoft Office Suite and spa booking systems (e.g., Book4Time, Spasoft, etc.).
• Strong understanding of how to leverage artificial intelligence, particularly in marketing applications such as personalized promotions, customer segmentation, and campaign optimization, to drive guest engagement and revenue growth.
• Flexibility to adapt to a fast-paced, evolving business environment and ability to travel frequently.
• Fluency in English required; Spanish or Portuguese is a plus.
• Aesthetician or Massage Therapist license or certification is advantageous but not required.

Attributes

• Naturally enthusiastic, confident, and diplomatic leadership style.
• High personal standards and values.
• Strategic thinker with strong operational follow-through.
• Proactive, collaborative, and service-oriented mindset.

Benefits

• Salary: $82,000 - $87,000 annually.
• Monthly Commission: Performance-based commission tied directly to individual sales results and budget achievement.
• Remote - based within the U.S. only in the following states – FL, NY, NJ, GA, TX, CA.
• Relocation Assistance: Not provided.
• Medical, Dental, Vision plans.
• 401K matched up to 5%.
• Generous PTO (Paid Time Off).
• Short and long-term disability.
• Exclusive employee discounts off THG Brands.
• Quarterly ESPA product allocation valued at $190 wholesale.