Role summary
Lead a defined service line within the Sports Center, such as rehabilitation, sports medicine, performance, fitness, wellness, or another specialized offering. Own the strategy, operations, financial performance, service quality, customer outcomes, and team capability.
Responsibilities
- Define and execute strategy for the assigned service line aligned with Sports Center and QHC strategy
- Identify service expansion opportunities, new programs, and innovation areas
- Develop annual service line plans, operating models, and growth initiatives
- Support business cases for new services, equipment, partnerships, and capability investments
- Position the service line as a high-quality, differentiated offering within the Sports Center ecosystem
- Own day-to-day operations of the assigned service line, ensuring efficient, safe, and high-quality delivery
- Manage service workflows, patient and client pathways, scheduling, capacity, resource allocation, and throughput
- Ensure effective coordination with other service lines including sports, rehab, performance, medical clinics, and customer service
- Address operational bottlenecks and implement improvements to enhance flow and service efficiency
- Ensure policies, procedures, and operating standards are consistently implemented
- Manage the service line budget, cost control, revenue targets, and financial performance
- Monitor revenue, utilization, productivity, profitability, and cost-per-service metrics
- Develop pricing recommendations, packages, and service bundles in collaboration with Finance and Commercial teams
- Identify opportunities to improve revenue, reduce waste, and enhance resource productivity
- Support payer, coding, costing, and revenue cycle requirements related to the service line
- Ensure the service line operates in line with clinical, technical, safety, and quality standards
- Monitor outcomes, service quality, customer satisfaction, complaints, and incident reports
- Lead corrective actions and continuous improvement initiatives
- Support internal audits, quality reviews, and compliance requirements
- Establish performance standards and ensure consistent delivery across teams
- Collaborate with physicians, therapists, trainers, operations, marketing, finance, HR, and quality teams
- Work with Marketing to promote service offerings, campaigns, programs, and events
- Coordinate with the Administrative Director on scheduling, facility readiness, procurement, and logistics
- Build relationships with external partners relevant to the service line, including clubs, federations, schools, universities, and healthcare entities
- Represent the service line in leadership forums and performance reviews
- Lead multidisciplinary teams within the assigned service line
- Set performance expectations, monitor productivity, and address performance gaps
- Support recruitment, onboarding, training, professional development, and succession planning
- Build team capabilities in service excellence, technical standards, safety, and customer care
- Foster a culture of collaboration, accountability, and continuous improvement
Qualifications
- Bachelor's degree in Sports Science, Healthcare Administration, Physiotherapy, Rehabilitation, Business Administration, Medical Science, or related field
- Master's degree in Healthcare Management, Sports Management, Business Administration, or related field is preferred
- 12+ years of experience in sports, rehabilitation, clinical operations, wellness, fitness, or performance service environments
- Experience managing service line performance, budgets, teams, and operational KPIs
- Strong understanding of customer experience, service delivery models, clinical and technical standards, and revenue performance
Education
Bachelor's degree in Sports Science, Healthcare Administration, Physiotherapy, Rehabilitation, Business Administration, Medical Science, or related field; Master's degree in Healthcare Management, Sports Management, Business Administration, or related field is preferred
Experience
12+ years in sports, rehabilitation, clinical operations, wellness, fitness, or performance service environments
Skills
- Service Line Strategy
- Operational Leadership
- Financial and Commercial Management
- Clinical and Technical Service Oversight
- Customer Experience Management
- Resource Optimization
- Quality and Compliance
- Cross-Functional Collaboration
- Team Leadership
- Continuous Improvement
- Data-Driven Decision Making
Education · Experience · Type
Bachelor'sRequires 12+ yearsSalary not stated