NYC

General Manager

About Us

Jaybird is a mindful, music-driven experience in a heated infrared room, lit by candlelight. With four studios in Vancouver and Toronto, our Pilates- and Yoga-inspired classes invite you to be present, move with intention, and feel yourself on a deeper level.

Our Team

Joining our team means helping create the kind of experience people look forward to all day. We care about how guests feel in the room, how we support each other, and how we show up every shift. We hold ourselves to a high standard and take pride in delivering consistent excellence, from the first hello to the last stretch.

Our values of Creating Amazement, Growth Mindset, and Pure Connection shape how we show up for guests and for each other. They’re the standard we hold, the way we lead, and the reason our studios feel the way they do.

Role Summary

The General Manager is responsible for the overall performance of Jaybird's New York City studio. As the senior in-market leader, they will play a critical role in introducing Jaybird to a new market and establishing the studio as a leader within New York City's wellness community. The General Manager owns all aspects of studio performance, including guest experience, people leadership, sales, operations, financial performance, and community growth. They are responsible for building a high-performing team, creating an exceptional guest experience, and developing strong local relationships that drive long-term business success. This role requires an entrepreneurial and hospitality-driven leader who thrives in fast-paced environments, leads from the floor, and takes pride in building something meaningful. They are highly visible within the studio, actively engaged with guests and team members, and constantly looking for opportunities to elevate both the experience and performance of the business.

Core Responsibilities

Guest Experience

Own the overall guest experience strategy and execution within the studio, ensuring every guest interaction reflects Jaybird's commitment to Creating Amazement.

  • Establish, maintain and continuously elevate hospitality standards across all guest touchpoints, from digital interactions and arrival experiences to post-class follow-up.

  • Champion a hospitality-first culture where every guest feels welcomed, recognized, and genuinely cared for.

  • Create an environment where guests feel a strong sense of connection, belonging, and community.

  • Lead by example on the studio floor, consistently demonstrating the level of warmth, presence, and service expected from all team members.

  • Foster a culture that views guest feedback as an opportunity to learn, improve, and deepen relationships.

  • Ensure guest concerns are addressed promptly, professionally, and with empathy, always seeking opportunities to exceed expectations through thoughtful service recovery.

  • Monitor guest feedback, reviews, retention, and referral performance, identifying trends and implementing action plans to continuously improve the guest experience.

  • Identify opportunities to elevate the guest experience

  • Coach and develop team members to deliver consistent, proactive and memorable guest experiences that build community.

  • Ensure studio presentation, cleanliness, and atmosphere consistently meet company standards and support guest experience.

  • Lead service recovery efforts and manage escalated guest situations

  • Build genuine relationships with guests through consistent visibility in the studio and active engagement within the community.

People + leadership

Build and develop a high-performing studio team.

  • Recruit, hire, onboard, and develop Guest Experience team members

  • Create clear expectations and accountability for performance

  • Conduct regular coaching conversations and performance reviews

  • Develop future leaders within the studio

  • Create a culture of ownership, professionalism, and hospitality

  • Manage staffing levels to support business needs

  • Lead difficult conversations and performance management when required

  • Foster strong communication and collaboration across all studio teams

Business Performance

Own the commercial success of the studio.

  • Drive membership sales, retention, utilization, and retail performance

  • Monitor and report on key studio performance metrics

  • Develop and execute local business growth initiatives

  • Analyze trends and create action plans to improve performance

  • Identify opportunities to increase revenue and improve profitability

  • Support new product launches, promotions, and studio initiatives

  • Maintain strong awareness of local market conditions and competition

Operations

Ensure the studio operates efficiently and consistently.

  • Maintain exceptional studio standards and operational excellence

  • Ensure all policies and procedures are followed

  • Oversee inventory management, ordering, maintenance, and vendor relationships

  • Maintain accurate payroll, scheduling, and administrative processes

  • Ensure compliance with all company, local, and workplace requirements

  • Proactively identify operational improvements and efficiencies

Community & brand

Act as the primary ambassador and representative of Jaybird in New York City, building awareness, relationships, and community connection that support long-term business growth.

  • Establish Jaybird as a recognized and respected brand within the New York wellness community.

  • Build and maintain meaningful relationships with guests, local businesses, wellness partners, influencers, media contacts, and community leaders.

  • Lead local events, brand activations, and community initiatives that strengthen Jaybird's presence in the market.

  • Drive grassroots marketing efforts by actively engaging with the local community and identifying opportunities to introduce new guests to the brand.

  • Collaborate with Marketing and the Assistant General Manager to execute local campaigns, partnerships, and launch initiatives.

  • Represent Jaybird at networking events, community events, and partnership opportunities, acting as a visible and authentic face of the brand.

  • Continuously monitor local market trends, competitive activity, and emerging opportunities to strengthen Jaybird's position within the NYC fitness and wellness landscape.

  • Develop and execute local strategies that support guest acquisition, retention, and brand loyalty.

Financial Accountability

  • Own studio revenue performance

  • Manage labour within established targets

  • Monitor operating expenses

  • Identify opportunities for cost savings and efficiency

  • Participate in budgeting and forecasting processes

  • Deliver accurate and timely reporting

key requirements

Must Have

  • 4+ years of leadership experience

  • Proven experience leading teams and driving business results

  • Strong hospitality and guest service mindset

  • Experience managing performance and developing people

  • Strong organizational and problem-solving skills

  • Excellent communication and interpersonal abilities

  • Comfortable working in a fast-paced environment

  • Ability to work mornings, evenings, weekends, and holidays as needed

Preferred

  • Boutique fitness, wellness, hospitality, or retail leadership experience

  • Experience opening or launching new businesses

  • Experience managing budgets and financial performance

  • Community-building or local marketing experience

measures of success

Guest Experience

  • Strong guest satisfaction and retention

  • Positive online reviews and feedback

  • Hospitality standards are consistently delivered across all guest touchpoints and by all team members.

  • Guest concerns are resolved effectively, building trust and long-term relationships.

  • Jaybird is recognized as a leader in hospitality and guest experience within the New York fitness and wellness community.

People & Leadership

  • High team engagement and retention

  • Strong leadership development

  • Clear accountability and performance management

  • Team members feel supported, coached, and connected to the company's values.

  • Staffing levels consistently support operational and business needs.

Business Performance

  • Achievement of membership, utilization, and revenue goals

  • Labour and expense targets maintained

  • Growth of retail and ancillary revenue

  • Studio performance trends are monitored and actioned proactively.

  • The studio delivers sustainable growth while maintaining an exceptional guest experience.

Community & Brand

  • Jaybird establishes a strong and growing presence within the New York wellness community.

  • Meaningful relationships are developed with local businesses, wellness partners, influencers, and community leaders.

  • Community partnerships and activations contribute to guest acquisition, retention, and brand awareness goals.

  • Local events and brand activations are executed successfully and align with the Jaybird brand experience.

  • The General Manager is recognized as a visible and engaged representative of the brand within the community.

  • Grassroots marketing and relationship-building efforts contribute to sustained growth in awareness and trial.

  • Jaybird develops a reputation as a leader in hospitality, experience, and community within the local fitness and wellness market.

Operations

  • Studio excellence standards consistently achieved across all areas of the business.

  • The studio is consistently guest-ready, with exceptional standards of cleanliness, organization, maintenance, and presentation.

  • Inventory, payroll, scheduling, and administrative functions are completed accurately and on time.

  • The studio maintains a safe environment for guests and team members, with risks proactively identified and addressed.

  • Operational issues are proactively identified, communicated, and resolved before they impact the guest or team experience

Perks of Being on the Team

  • Unlimited Standby Classes – Move, sweat, and reset whenever space allows

  • Exclusive Discounts – On Jaybird classes, retail, and partner brands

  • Growth Opportunities – Be part of a growing brand with room to advance

  • Wellness-Focused Workplace – A positive, inspiring environment

  • Connected Team Culture – Work alongside people who get it

Job Information

Location: Nomad/NYC

Type: Full-time, 40 hours per week in studio

Reports to: Area Manager

Schedule: Must be available to work flexible hours, including some evenings and one weekend shift per month

Salary: Starting at $85,000 + Bonus

Steps to Apply

To apply, please complete the application form here.

Please note only short-listed applicants will be contacted. We appreciate your interest and the time you took to apply!

Jaybird is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone on our team.

This job description is intended to outline the general responsibilities and expectations of this role. It is not a comprehensive list of all duties that may be required. Responsibilities, deliverables, and expectations may evolve based on business needs. Jaybird reserves the right to modify this description at any time.

Application Deadline: july 17th, 6pm Est

apply now