Operations Manager (Cosmetology & Barber)

Operations Manager (Cosmetology and Barber)

Join Us at PSI - Where You Belong, Grow, and Thrive! At PSI, we believe that people achieve their best when they feel they truly belong. That's why fairness and opportunity are at the heart of everything we do - not just words, but values deeply embedded in our culture and the full employee experience. We're proud to foster an environment where everyone is supported to reach their full potential. From your first day through every step of your journey with us, you'll feel the difference in how we work, grow, and succeed together.

About the Role

The Operations Manager in PSI's Licensure team monitors daily client and customer operations to ensure they receive superior service. This role will be responsible for the management and supervision of operations resources, processes, and technology in the Licensure Cosmetology team. This role supports all operations and service delivery to cosmetology clients, candidates, and schools. Performing necessary tasks to ensure SLA's are met, clients are satisfied with our support, and team members have guidance and direction to meet company objectives. This is a full-time permanent role, Monday to Friday during general operating hours. This individual may be required to support critical issues during evenings and if necessary, outside of normal business hours. Up to 40% travel may associated with this role, as this individual travels to client sites, educator training, conferences, and more across the country.

Role Responsibilities

Responsible for all operations and service delivery to cosmetology clients, candidates, and schools. Assisting with escalated issues and requests, including interfacing with clients or schools in tandem with account directors. Maintain best practices for client and candidate requests, including ticket queue reviews, and owning all aspects of channels for support cross functionally. Create and maintain support documentation and standards. Work cross-functionally to hold others accountable, ensuring optimal outcomes across business units and teams. Application processing delivery for cosmetology clients. Test Center and facilities planning and coordination. Define and maintain national facilities standards across supported programs. Manage and lead multiple teams. Responsible for people, process and technology supporting our evaluators. Working with HR for people issues and escalations. Oversight of special event and group testing, training, and execution. Site scheduling and staffing optimization School support and coordination. Responsible for meeting current contractual obligations and prepare for the successful retention of clients. Able to manage C-Level expectations displaying a level of business acumen with this level of the leadership team. Participate in internal account reviews with the PSI and client executive teams. Assist with new client implementations, ensure readiness for support and go / no-go decisions. Be fiscally responsible with operational cost decision making, manage to operational budget. Ensure staff resolve client inquiries and complaints through use of ticketing platform in a timely manner. Coach, mentor, develop and lead a diverse team of on-site and remote employees. Assist and collaborate with department leadership regarding staff, daily operational tasks, and management of existing licensure client relationships. Sense of urgency and accountability for responding to escalations as well as internal and external client requests. Enforce a support structure for the team which sets them up for success with services provided. Foster positive client relationships by overseeing staff's appropriate responses to client requests, addressing issues, guide and assist staff in resolving escalations, and coordinating tasks to meet deadlines. Ensure all existing clients are being serviced to both their contractual and service level agreements. Participate in operational and planning meetings and attend calls to fulfil client deliverables as needed. Review and approve timesheets and PTO requests. Responsible for the completion of employee performance reviews and establishing annual goals in alignment with the business. Train and onboard staff. Project management and the ability to manage multiple project assignments, timelines, deliverables, and milestones. Complete other projects and assignments at the direction of department leadership.

Knowledge, Skills and Experience Requirements

Bachelor's degree or relevant experience. In-state cosmetology or barber licensee 5+ total years of progressively responsible roles relating to customer and / or client support in a services industry 2+ years of employee management experience. Prior testing, licensing, credentialing experience preferred. ITIL certification preferred. Experience with ticket management platforms and best practices required. Experience building and running reports in various platforms to track metrics; able to leverage reports to facilitate data driven decision making and client conversations. Working knowledge of Microsoft Office applications, PowerBI, and Tableau. Excellent organizational, verbal, and written communication skills that encompass entry level through c-suite audiences. Strong analytical, problem solving, and critical thinking skills to solve complex problems. Strong time management skills, self-directed.

Benefits & Culture

Alongside a competitive salary, we offer a comprehensive benefits package designed to support your well-being, your future, and your sense of purpose : Retirement Benefits : 401(k), pension, or country-specific retirement plans with employer contributions Generous Time Off : Enhanced paid time off / annual leave policies Health & Wellbeing Coverage : Medical insurance tailored to your region, plus : US : Dental, vision, life, and short-term disability insurance UK : Medical cashback plan including dental, vision, and income protection Flexible Spending Accounts (US) Employee Assistance Program (EAP) : Confidential support whenever you need it Work-Life Balance : We understand life happens outside of work, and we fully support flexibility Wellness Culture : Regular global wellness initiatives to help you stay healthy and inspired Future Planning : Tools and support to help you grow personally and professionally Giving Back : Enjoy a Volunteer Day each year and opportunities to support our communities and industry