Position Summary
The Facialist Operations Supervisor is responsible for overseeing and monitoring the operational performance of assigned clinics and Facialists to ensure consistent compliance with company standards, customer service excellence, treatment quality, operational procedures, and clinic protocols.
The role requires strong leadership, operational management, and field supervision to maintain efficient clinic operations, employee discipline, client satisfaction, and continuous improvement across all branches.
The position will directly report to the Chief Operations Officer (COO).
Key Responsibilities
Operations Management & Branch Monitoring
- Conduct regular branch/shop visits and operational audits to monitor clinic performance and compliance
- Ensure proper implementation of company policies, operational standards, customer service protocols, and Facialist procedures
- Monitor clinic cleanliness, sanitation practices, machine handling, preventive maintenance, and treatment room standards
- Ensure proper execution of facial procedures based on company-approved methods and protocols
- Check branch operational readiness including manpower, supplies, tools, machines, and overall workflow
- Monitor daily operations and recommend operational improvements for efficiency and service quality
- Ensure all branches comply with safety, hygiene, and operational requirements
- Monitor opening and closing procedures of branches to ensure operational consistency
- Conduct random operational inspections and spot checks when necessary
- Ensure proper usage, accountability, and maintenance of company equipment and operational assets
Facialist Supervision & Leadership
- Supervise Facialists, Consultants, and clinic teams in their daily operations
- Provide leadership, coaching, guidance, and operational support to clinic personnel
- Monitor employee professionalism, grooming, attendance, discipline, and overall performance
- Address operational and employee concerns and recommend corrective actions when necessary
- Ensure teamwork, accountability, professionalism, and compliance within assigned branches
- Conduct performance monitoring and assist management in evaluating employee effectiveness
- Guide newly hired Facialists during onboarding, operational immersion, and transition period
- Ensure proper scheduling and deployment coordination based on operational requirements
- Promote a healthy, professional, and client-focused working environment
Customer Service & Client Experience
- Ensure excellent customer service and positive client experience across all branches
- Monitor proper client consultation, treatment handling, and after-service procedures
- Ensure compliance with customer service standards and company expectations
- Assist in resolving customer complaints, escalations, and operational concerns in a professional manner
- Monitor client feedback and recommend improvements to service quality and customer satisfaction
- Ensure proper handling of VIP clients, sensitive concerns, and client retention initiatives
- Monitor branch service consistency and client satisfaction ratings
Training & Development
- Identify training needs, operational gaps, and areas for improvement among Facialists and clinic teams
- Recommend and assist in implementing training programs, refresher courses, coaching sessions, and operational development activities
- Monitor effectiveness of training and employee progress after coaching or corrective actions
- Support standardization of procedures and best practices across all branches
- Conduct operational coaching and mentoring sessions to improve technical and customer service skills
- Coordinate with HR and Training Departments regarding employee development plans and performance improvement programs
Cross-Functional Coordination
- Coordinate and work closely with different departments based on operational needs and assistance required by clinic teams and Facialists
- Collaborate with HR Department regarding manpower concerns, employee discipline, performance management, attendance issues, and training requirements
- Coordinate with Operations Department regarding branch concerns, compliance monitoring, and operational improvements
- Work with Purchasing and Inventory teams regarding supplies, machine concerns, operational materials, and branch requests
- Coordinate with Maintenance and Technical teams regarding machine issues, repairs, and preventive maintenance requirements
- Collaborate with Marketing Department regarding branch activities, promotions, and customer engagement initiatives
- Support Finance and Admin Departments regarding operational documentation, billing concerns, reimbursements, and branch operational requirements
- Assist management in implementing company-wide operational initiatives and special projects
Reports & Administrative Functions
- Prepare and submit operational reports, branch visit findings, compliance reports, incident reports, and recommendations
- Document operational issues, observations, employee concerns, and branch performance updates
- Maintain proper records of branch inspections, coaching sessions, operational findings, and corrective actions
- Coordinate with Management regarding operational strategies and branch performance improvement plans
- Assist management in implementing operational initiatives, process improvements, and company directives
- Provide recommendations to improve operational efficiency, customer satisfaction, and employee performance
Qualifications
- College level or graduate of any related course
- At least 5 years of solid experience in performing proper facial procedures and handling clinic operations
- With experience in a managerial or supervisory role preferably in aesthetic, beauty, wellness, or clinic operations
- Strong leadership, coaching, and people management skills
- Knowledgeable in customer service standards, clinic operations, sanitation practices, and operational compliance
- With good communication, interpersonal, coordination, and report-writing skills
- Highly organized, detail-oriented, analytical, and results-driven
- Professional appearance and ability to handle operational concerns effectively
- Willing to conduct fieldwork and regular branch/shop visits
- Can work under pressure and handle multiple branches or operational concerns simultaneously
- Proficient in preparing operational reports and monitoring documents
