Practice Experience Manager

Practice Experience Manager

Company Overview

SpaDerma is a premier medical spa, specializing in Cosmetic Injectables, Laser Hair Removal, and Advanced Skincare for over 20 years. Our expert team of Aestheticians and Injectors delivers effective treatments using the latest technology, with a focus on exceptional care and results. We’re proud to be an approachable and affordable brand that prioritizes both employee empowerment and patient satisfaction.

Our spas provide a welcoming, relaxed environment where knowledgeable providers help patients feel at ease, while fostering lasting relationships through collaborative, personalized treatment plans. SpaDerma is excited to grow our management team at our Lakeview location and welcomes passionate professionals to join us.

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 readiness (inventory, flow, maintenance issues)

• Fostered a positive, accountable, high-performing team culture

Requirements:

• Minimum of 2 years of management experience

• Bachelor’s degree preferred but not required

• Aesthetics license a plus, but not required

• Strong communication, organization, and leadership abilities

• Proven track record in sales and customer relationship management