Job Description

Studio Area Manager (SAM)

alts | Alteration Specialists

alts | Alteration Specialists is seeking a highly hands-on, field-driven Studio Area Manager to lead a cluster of studios across the tri-state area. This is not a desk-based management role. We are looking for a strong operator and people leader who thrives in the shops, leads from the floor, and takes full ownership of daily performance.

As a Studio Area Manager, you will be the guiding force behind your market’s operational health. Your presence will be felt in the studios every day — coaching teams in real time, solving problems quickly, and ensuring that every client interaction reflects the premium standards of the Alts brand.

You will serve as the critical bridge between shop teams and central leadership, translating strategy into clean, consistent execution. This role is ideal for someone who moves fast, holds high standards, and takes pride in building accountable, high-performing teams.

Training: Full-time training in New York City prior to assignment
Schedule: Regular Saturday coverage required
Territory: NY, NJ, CT

🎯 What You Will Own (Primary KPIs)

Success in this role is measured through four core performance drivers. The Studio Area Manager is directly accountable for:

Client Experience (NPS)

• Monitor and improve NPS trends across your cluster
• Reinforce try-on and pickup standards consistently
• Coach hospitality behaviors in real time
• Resolve escalated client issues within 72 hours
• Reduce repeat client complaints
  
   

Client Retention

• Increase repeat client rate across studios
• Ensure strong follow-through on client issues
• Build a relationship-driven service culture
• Identify churn patterns and address root causes
  
   

Sales Performance 

• Lead shops to achieve sales goals
• Monitor bookings, conversion, and average ticket
• Identify underperforming locations and act quickly
• Ensure proper execution of Essentials vs. Premier pricing

Production Quality & Health

• Enforce QC checkpoints with zero tolerance for misses
• Reduce RFAs and production errors
• Maintain strong duration accuracy
• Ensure on-time delivery performance
• Monitor garment flow end-to-end

Mindset: right the first time, every time.

⚙️ How You Will Drive Results

Hands-On Studio Execution (Primary Focus)

You will maintain a strong physical presence across your studios and act quickly when issues arise. This is a highly active field role.

• Ensure shops open and run smoothly every day
• Monitor bookings, staffing, and production flow in real time
• Conduct frequent shop walks and quality checks
• Reinforce SOP compliance through direct observation
• Step in during peak periods or staffing gaps
• Address day-to-day operational hiccups immediately

Production & Quality Discipline

You will protect the integrity of our production engine.

• Enforce QC standards across all garments
• Review production reports and duration accuracy
• Ensure ticket accuracy in Geelus
• Monitor RFAs, refunds, and process failures
• Partner with Finance on ticket allocation when needed
• Identify bottlenecks and implement fixes quickly

Customer Experience Leadership

You are the field owner of the Alts premium experience.

• Monitor NPS weekly and act on trends
• Reinforce try-on at pickup policy
• Coach teams on hospitality and communication
• Resolve escalated client issues quickly
• Identify and eliminate repeat CX breakdowns

People Leadership & Accountability

The Studio Area Manager is a high-accountability leader and coach.

• Directly manage and coach Studio Teams
• Provide real-time, candid feedback
• Address underperformance quickly and fairly
• Ensure proper staffing coverage across shops
• Review and approve timesheets and PTO
• Support hiring and team development

You set the tone for ownership, professionalism, and urgency.

Field-to-HQ Connector

You ensure alignment between strategy and execution.

• Translate company initiatives into shop-level action
• Surface field risks and resource needs quickly
• Ensure TSM and SEC role clarity in every shop
• Support rollout of SOP updates and new initiatives
• Maintain tight communication with Ops and CX leadership

🌟 Who You Are

You are:

• Extremely hands-on and field oriented
• A strong operator who leads from the floor
• A true self-starter who takes initiative without waiting to be asked
• Highly responsive and action-driven
• A natural people person who builds trust quickly with both clients and teams
• Comfortable holding teams to high standards while maintaining a supportive tone
• Calm under pressure and solutions-focused
• Data-aware but execution-first
• Highly organized and process disciplined
• Warm with clients, firm with standards
• Comfortable in fast-paced service environments
• Skilled at working with diverse, multicultural teams
• High integrity with strong ownership mindset

Experience

• 5+ years multi-unit or operations experience
• 2+ years managing teams of 10+
• Strong service, retail, or hospitality background
• Luxury or premium service preferred
• Working knowledge of garment construction a plus
• Tech and systems savvy (Geelus experience a plus)

Why This Role Matters

The Studio Area Manager is the operational backbone of the market. In this role, you are not simply managing stores — you are actively shaping the client experience, the health of our production engine, and the performance culture of every studio you oversee.

Your leadership directly drives the four metrics that define success at Alts:

• NPS (Client Experience) — our commitment to a premium, five-star journey
• Client Retention — building long-term relationships, not one-time transactions
• Sales Performance — disciplined, predictable revenue growth
  Production Quality — right the first time, with zero tolerance for QC misses
  
   

These are not vanity metrics. They are our North Star, and the Studio Area Manager is a primary owner in the field.

What makes Alts unique is the level of operational rigor behind a highly personal service. We are not a traditional tailor shop, and we are not a typical retail environment. We operate with the precision of a production business, the hospitality mindset of a premium service brand, and the speed of a modern multi-unit operator.

You will be empowered to act, expected to lead from the floor, and trusted to make real-time decisions that improve the business every day. Your voice from the field matters here — and strong operators have real visibility and growth opportunities as we continue to scale.

If you thrive in fast-paced environments, move quickly from problem to solution, and take pride in turning standards into consistent daily execution, you will feel at home at Alts.

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