Sr. Director of Operations

About the Company:

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

Sr Director of Operations The role you’ll play

As Sr Director of Operations, you’ll lead global operations to ensure seamless delivery, scalability, and efficiency across Playlist’s platform. This executive role is central to driving operational excellence, cost effectiveness, and customer satisfaction, while supporting product growth and expansion into new markets.

• Set and execute an operations strategy that improves service delivery, scalability, and the customer experience across our studio management system, automated marketing platform, payment processing, fitness performance system, and analytics and business insights
• Define and own operational KPIs including uptime, retention, SLA performance, and response times, using data to prioritize and deliver measurable improvements
• Build scalable operating rhythms across cross functional teams, aligning operations with business goals and product direction
• Identify and implement automation opportunities to streamline workflows, reduce manual work, and increase reliability at scale
• Lead vendor and partner management across technology vendors, service providers, and third party integrations, ensuring quality, cost effectiveness, and accountability
• Oversee onboarding, implementation, data services, and customer success to deliver a consistent, high quality customer lifecycle from launch through renewal
• Improve support scalability through self service experiences such as chatbots, knowledge bases, learning management systems, and ticketing systems
• Drive data migrations and internationalization readiness by improving migration speed and accuracy, supporting multi language and multi currency delivery, and partnering on compliance needs (including GDPR and PCI)

Experience you bring

• 10+ years of experience in operations leadership within SaaS or technology environments
• 5+ years leading senior teams and complex, cross functional programs with clear outcomes
• Experience overseeing onboarding, implementation, customer success, data migrations, and vendor management functions
• Proven ability to scale SaaS operations, optimize workflows, and implement automation tools that improve efficiency and service quality
• Strong understanding of fitness business models including boutique studios, franchises, and enterprise chains
• Hands on experience with learning management systems, ticketing systems, knowledge bases, and chatbot technologies
• Familiarity with Jira, Slack, Confluence, Twilio, CRMs, and analytics platforms
• International operating experience is a plus, as is experience in early stage, high growth SaaS and deep exposure to data migration challenges

What we offer

• Work from home flexibility in a results driven environment
• Unlimited vacation policy focused on performance and output
• Competitive compensation and benefits in a rapidly growing company
• A culture that values autonomy, innovation, and diversity

Pay transparency

It is Playlist’s intent to pay all team members competitive wages and salaries that are motivational, fair, and equitable. Actual compensation packages are based on factors unique to each candidate, including skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $200,100 to $266,800. The total compensation package may also include performance bonuses, benefits, and other applicable incentive compensation plans.

         

 

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at The Company, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).

Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.