Practice Experience Manager

Company Overview Since 2001 SpaDerma has been Chicago's leading medical spa providing Cosmetic Injectables, Laser Hair Removal and Advanced Skincare. Our team of skilled Aestheticians and Injectors provide effective treatments using the most advanced technology available. We pride ourselves in being an approachable and affordable brand where employee empowerment and patient satisfaction are the focal point. SpaDerma was named the #1 Skinpen and #1 Hydrafacial account from 2022-2025 and continues to be amongst the top accounts with vendors nationwide. With over 140 employees and 5 spa locations we’re looking to continue to build our team! Position Summary The Practice Experience Manager is responsible for leading all practice operations and ensuring an exceptional, consistent patient journey across every touchpoint. This role drives team performance, operational excellence, and revenue through booking optimization, team development, and alignment with company initiatives. This full-time role requires presence in the spa 5 days a week or more as needed. The PEM is required to work some evenings and weekends as needed. Position Responsibilities PSA (Front Desk Team) Lead, manage, and develop the front desk team (PSAs) Provide ongoing coaching, feedback, and performance management to ensure high standards Train and onboard new PSAs Own front desk driven revenue metrics including booking conversion, pre-booking, membership, retail, and package sales Drive team accountability to performance goals and KPIs Oversee daily front desk operations to ensure efficiency and task completion Providers Support operational onboarding of new providers Ensure booking accuracy and optimization to maximize provider utilization Hold providers accountable to schedules, punctuality, and operational standards General Operations Foster a culture of accountability, professionalism, and patient first service Set, model, and enforce elevated patient experience standards across the spa Act as the primary escalation point for patient concerns, ensuring timely and effective resolution Ensure the spa maintains full operational readiness, including inventory management, equipment troubleshooting, and facility upkeep aligned with audit standards Lead execution and adoption of promotions and company initiatives Ensure team alignment with business goals and revenue-driving strategies Track performance and provide feedback on initiative effectiveness Partner with leadership on scheduling strategy, operational gaps, workforce planning, and performance evaluations Complete special projects and other duties as assigned by leadership What success looks like: Exceptional patient experience / complaints swiftly resolved Strong booking conversion and schedule optimization Strong PSA performance (attendance, execution, accountability) Front desk revenue contribution (packages, retail, memberships, prebooking) Operational…