We are excited to make available the position of Operations Manager at Source Empowered Wellness, one of San Diego’s highest rated acupuncture and herbal medicine clinics. Now in our 6^th year of business with proven systems, thousands of loyal clients, and 5-star ratings, we’re experiencing the need to fill this key position.

We believe that everyone has the right to the BEST affordable holistic healthcare so they can not only get well but stay well.   The Operations Manager is the keystone team member for how the clinic can work to exceed client expectations, grow financially, and in our ability to reach the greater San Diego community and beyond.

Please read the list of tasks, responsibilities and skills below. If this is a fit and you are self-motivated and driven to demonstrate and exceed your own capacity to shine brightly and contribute massively, then we want to hear from you.

This especially important: We’re a small team of power players – that means we’re all committed to doing our best and believing that is true of others and motivated to always improve and grow personally and professionally. 

The Position

Managing daily operations to maximize customer experience, and ensure that our office, doctors and partners are meeting and exceeding their growth objectives

Operational Tasks

• You are the friendly and inviting first impression to our customers
• Setting the bar for outstanding customer service
• Inbound and Outbound customer calls
• Assist with insurance processing and claims
• Keeping the facility in a pristine and inviting condition for our clientele
• Product display
• Inventory management
• Assist with team meetings
• Leading a robust and healthy team culture at SEW
• General Human Resource duties to include maintaining all documents and forms
• Communication and management of bookkeeping services
• IT issues for website, CRM and software-related issues
• Manage Memberships

Growth, Marketing and Sales Tasks

• Increase and refine in-house referrals and reviews system 
• Direct Client Sales
• Finding, nurturing, and maintaining partnerships with surrounding businesses­­­­­­
• Work with owner to identify growth markers for the company and determine budget and plan for operations and growth
• Review, maintain and improve upon SOPs (Standard Operating Procedures)
• Track and report on KPIs (Key Performance Indicators)
• Establish goals for team members and monitor their progress.
• Ensure individual and team goals are achieved or exceeded. Provides regular feedback. 
• Coach staff in customer service best practices:
  • Maintains quality control and performance metrics to ensure team members are completing work efficiently and accurately. 
• Manages and participates in social media matters to include upkeep of system and team and being a second brain for content creation
• Involved in newsletter creation, posting and delivery

Operational Competencies and Experience:

• Personable
• Highly Organized
• Experience building and managing a team and collaborative work with clear, achievable, ambitious goals
• Demonstrated success in quality customer service
• Attention to detail with a logical, analytical approach to work tasks.
• Strong problem-solving and troubleshooting skills with the ability to identify alternative solutions for challenging issues.  
• Entrepreneurial spirit
• Creates effective systems to maximize efficiency and long-term growth
• Have a strong background in sales
• Ability to crunch data and make sense of metrics
• Some connection and passion to Acupuncture and Herbal medicine 
• You can muti-task like a momma!  Strong organizational, time management and planning skills. Ability to effectively handle multiple tasks, changing priorities, stressful situations and complex assignments. 
• You are a resolution initiator and can gracefully manage conflict 
• Ability to work independently, follow through without accountability, self-assign what needs to be done
• Ability to listen to constructive criticism and direction
• Speaks and writes clearly 
• Loves data and data-driven decision-making
• Evaluates and advocates for a course of action dispassionately and constructively, without a lot of emotion or ego
• Demonstrable sales experience
• Experience as a hard-working member of a leadership team in a growth-oriented, “scrappy” company
• Lives within 30 minutes of SEW

Tech Competencies Required

• Apple OS (desktop, iPad and phone)
• MS Office products (word, excel, PowerPoint, outlook)
• Google docs and worksheets
• Scheduling software
• CSM software
• Media products (Zoom, Skype, Instagram)
• Social Media Posting and page management (Facebook, Instagram, LinkedIn, Twitter)

Desired Acumen:

• Multi-lingual; preferably English and Spanish
• Experience both in engaging an audience and turning that audience into paying customers
• Experience in analyzing the existing competitive landscape
• Has enthusiasm and experience building strategic partnerships with other businesses and professionals
• Has used Infusionsoft (Keap) and Jane customer management, sales, marketing and scheduling tools
• Has experience buying and managing media and or marketing
• Has worked on building and evaluating cross-platform content
• Has experience with using/managing multi-channel marketing strategies and spend (using paid, partnerships, PR, content, etc.)

Professional and Personal Qualities:

• Strongly connected to our mission and feels passionately about what we do
• Visionary
• Always on the hunt for new opportunities or possibilities; imaginative
• Willing to tackle large and small tasks
• Good judgment, but NOT judgmental
• Integrity
• Attention to Detail
• Organized
• Cooperative
• Respectful of others
• Efficient, highly productive, able to keep a lot of balls in the air without dropping any
• Excellent communicator
• Wants to learn and lead
• Self-directed, reliable 
• NO DRAMA; vulnerable and straightforward with integrity lovingly embraced.