Sanctum

Role: New York Operations Supervisor

Location: New York, USA

Reports To: USA Operations Manager

Employment Type: Part-time (24+ hours/week)

Salary: $25 /hour

Role Overview

The New York Operations Supervisor is responsible for the operational performance and sustainable growth of their local market. Alongside delivering exceptional Sanctum experiences, they build community, increase attendance and work with local teams to create a thriving market.

Working closely with the USA Operations Manager, the New York Market Supervisor is responsible for delivering exceptional client experiences, supporting local B2B activations and maintaining operational excellence across all local activity.

This role is starting at 24 hours per week, with a minimum of 12 hours allocated to in-person experiences (at least 3 classes per week) and the remaining hours dedicated to commercial outreach, customer engagement and operational support.

Key Responsibilities

B2C Operations

• Own delivery of all weekly B2C classes
• Ensure classes run safely, efficiently and to brand standards
• Coordinate venue setup and pack down
• Manage class logistics
• Ensure all equipment and supplies are maintained
• Resolve operational issues during live experiences

Front of House Leadership

• Recruit, onboard and train local FOH team members
• Schedule all FOH shifts
• Approve FOH timesheets and invoices
• Coach FOH team members
• Conduct regular performance reviews
• Ensure consistent client experience standards

Client Experience

• Be the face of Sanctum locally
• Welcome clients and foster community
• Resolve customer issues
• Gather client feedback
• Identify opportunities to improve experience

B2B Delivery

Support the delivery of:

• Corporate classes
• Private bookings
• Brand activations
• Hotel partnerships

Working alongside the USA Operations Manager, who owns the client relationship.

Local Operations

• Venue liaison
• Stock management
• Equipment maintenance
• Laundry coordination
• Health & Safety compliance
• Local supplier coordination

Commercial & Community Growth

Own the growth of the local market alongside its operational delivery.

Working closely with Marketing and the USA Operations Manager, you will identify opportunities to increase attendance, strengthen the local community and improve client retention.

Responsibilities include:

• Driving occupancy across weekly B2C classes.
• Building strong relationships with regular clients.
• Creating local initiatives that encourage repeat attendance.
• Supporting the delivery of local marketing campaigns.
• Identifying community partnerships and local opportunities.
• Working closely with Guides and Experience Hosts to convert first-time guests into regular members.
• Monitoring attendance trends and proactively responding to underperforming classes.
• Supporting the growth of local B2B opportunities through community relationships and referrals.

Success Measures

• Excellent operational delivery.
• High class occupancy.
• Client retention.
• Growth of local community.
• Team engagement.
• Strong local B2B performance.
• Outstanding customer satisfaction.