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About the Role

At Alts, we're redefining modern tailoring by combining exceptional craftsmanship with an elevated hospitality experience. We are seeking a Studio Experience Manager to lead client experience, front-of-house operations, and daily studio execution. This leadership role involves ownership of the client journey, studio operations, administrative accuracy, and front-of-house team performance, ensuring every client receives an exceptional experience while maintaining efficient studio operations. You will partner with the Tailoring Shop Manager to balance client expectations, operational excellence, and production capacity. Reporting to the Studio Area Manager, you will build a high-performing team and make a measurable impact on studio success.

Responsibilities

Own the complete client journey from first appointment through final pickup.
Create an elevated hospitality experience that reflects the Alts brand.
Build long-term client relationships driving loyalty, retention, referrals, and lifetime value.
Resolve client concerns and escalations with confidence, empathy, and professionalism.
Turn service recoveries into opportunities to strengthen trust and client retention.
Continuously evaluate and improve the in-store client experience.
Lead by example, setting the standard for professionalism, warmth, and exceptional service.
Own the daily operation of the studio, ensuring smooth client flow, appointment management, and front-of-house execution.
Oversee appointment scheduling, check-in, checkout, client routing, and studio organization.
Maintain visibility into production capacity and studio workload for efficient scheduling.
Ensure garments move accurately through every stage of the workflow.
Maintain impeccable studio presentation, organization, cleanliness, and operational standards.
Own opening and closing procedures.
Identify operational bottlenecks and implement solutions.
Own the administrative accuracy of every order from intake through pickup.
Ensure all order details are accurately entered into the POS system.
Maintain complete and accurate documentation throughout the lifecycle of every order.
Monitor production timelines daily and ensure ticket statuses are accurate.
Perform daily audits of upcoming due dates, overdue garments, production queues, and outstanding client follow-up.
Proactively communicate production updates or delays to clients.
Coordinate transfers, deliveries, pickups, courier requests, and special handling requirements.
Ensure no garment is delayed due to administrative errors or lack of communication.
Maintain operational accuracy across all systems.
Lead, coach, and develop the front-of-house team.
Build a culture centered on accountability, professionalism, hospitality, and operational excellence.
Conduct regular coaching conversations, performance reviews, and development planning.
Create staffing schedules that support business needs.
Train new team members on operational procedures, client experience standards, and company expectations.
Reinforce policies, SOPs, and operational consistency through daily coaching.
Hold team members accountable for performance, administrative accuracy, and service standards.
Foster a positive, collaborative, and high-performing team environment.
Serve as the operational partner to the Tailoring Shop Manager.
Meet daily to review production capacity, due dates, quality concerns, client priorities, and operational risks.
Balance production needs with client expectations while protecting craftsmanship and delivery commitments.
Identify at-risk orders early and implement recovery plans.
Coordinate priorities between the front of house and production team.
Support production planning by maintaining accurate operational information.
Jointly own the studio's overall performance, including client satisfaction, operational execution, on-time delivery, quality, team performance, retention, and financial results.

Requirements

5+ years of leadership experience in hospitality, luxury retail, premium service, operations, or multi-service environments.
Minimum 3 years of experience directly managing and developing teams.
Demonstrated success managing both client experience and operational execution simultaneously.
Strong experience with POS systems, scheduling platforms, ticket management, workflow software, or similar operational tools.
Proven ability to manage multiple priorities while maintaining exceptional attention to detail.
Experience analyzing operational performance and implementing process improvements.
Outstanding communication, coaching, and conflict-resolution skills.
Experience with Notion or similar operational platforms is a plus.
An appreciation for craftsmanship and quality is essential.

Skills

Hospitality Leadership
Operational Expertise
Ownership Mentality
Coaching
Calm Under Pressure
Detail-Oriented
Collaboration
Client Experience Management
Front-of-House Operations
Team Leadership
POS Systems
Scheduling Platforms
Ticket Management
Workflow Software
Process Improvement
Communication
Conflict Resolution

Location

New York City, NY
Roslyn, NY

Work Type

In Person
Full-Time

Experience Level

5+ years leadership experience
3+ years management experience

About the Company

Alts is redefining modern tailoring by combining exceptional craftsmanship with an elevated hospitality experience.
This is a rapidly growing company.