Manager, Instructor Operations & Experience

Who We Are

We’re purpose-driven. With every ride, we aim to redefine health and happiness. It’s all about being more than a workout: SoulCycle is a mind-body-soul experience, built on community, love, respect, acceptance, and a lot of fun. It comes to life through the ride, the relationships, and the unparalleled hospitality. And all of that comes from our people. Join us—we’d love to have you

Our Mission

To foster an open, diverse, & inclusive community—while embracing each unique individual exactly as they are. We empower each other by listening with an open mind, finding ways to learn and grow together, and always nurturing a sanctuary of trust. To make a real, lasting impact, we’ll work nonstop to embrace and create change. Because nobody is equal until everyone is equal.

The Manager, Instructor Operations and Experience plays a vital role in managing the performance, growth, and experience of a high volume roster of Instructor Talent of SoulCycle Instructors. The ideal candidate will support Instructors operationally, fostering a positive work environment and providing clear communication and feedback. As a partner to our talent and cross functional teams, the Manager, Instructor Operations and Experience is expected to actively collaborate and build strong supportive relationships, driving both individual and business performance in a fast paced, high pressure, and highly creative environment.This person brings direct experience working with creative talent and has a people first mindset, strong business acumen and the ability to thrive under pressure while maintaining authenticity, integrity and empathy. 

This role is based out of our Headquarters in NYC and reports to the Senior Director, Talent Management. 

ROLES AND RESPONSIBILITIES: 

• Manage a high volume roster of SoulCycle Instructors, serving as their main point of contact for guidance, support, and overall performance management including reviews and feedback 
• Facilitate consistent communication with Instructors and hold regular meetings for coaching, and feedback; Serve as the main point of contact and primary source of information for Instructors 
• Provide elevated employee relations support, taking the lead on Instructor issues with timely escalation on high risk matters; Partner with the People Team as needed.
• Serve as a trusted advocate for Instructors, identifying proactive solutions to support their career growth and align with scheduling and business needs. 
• Collaborate with the Scheduling, Strategy and Optimization (SSO) and Regional District Managers to optimize rider and brand experience in order to drive business revenue through scheduling strategies and tactics 
• Attend and visit studios and Instructors, riding with Instructors in your roster to ensure they are consistently providing an on brand experience. 
• Support Instructor involvement in cross functional opportunities including retail, marketing, partnerships and other content initiatives 
• Partner with Talent Team to ensure the Instructor population is consistently receiving real time communication and updates surrounding his/her/their employment and business contribution 
• Perform key administrative tasks including Instructor Statistics & Analytics, Human Resources Information Systems, Applicant Tracking Systems, and Time Management 
• Ensure clear and timely communication with internal departments, escalating high risk issues immediately and directly with the relative partners 
• Lias with studio manager to ensure Instructors have needed supplies and working equipment and facilities; escalates ongoing issues 
• Track and submit manual Instructor payroll hours, PTO and expenses as needed 
• Perform other duties and responsibilities as assigned 

• 3- 5 years of professional experience in Administrative & Operations Management, ideally within the Fitness, Wellness or Entertainment industry, with direct exposure to creative or performer talent. 
• Demonstrated experience with multi unit or high volume rosters, a minimum of 30 direct reports in a fast paced, high pressure environment 
• Direct experience with managing creative talent, providing them support with building business impact and increasing their performance 
• Applies a data driven approach to management 
• Experience handling Employee Relations issues as a direct line manager , including high risk cases 
• High level of empathy and the ability to partner with Instructors to drive strong business performance 
• Must have a positive, can-do attitude with the ability to handle a high volume of email and phone calls 
• Able to think strategically while executing tactically under tight deadlines 
• Exceptional interpersonal and communication skills- written, verbal, and visual 
• Highly organized with strong attention to detail and follow through 
• Must be able to work a flexible schedule and non-traditional hours; including travel and field work 
• Self-starter with a collaborative spirit; comfortable navigating ambiguity 
• High level of tact and confidentiality 

Pay Transparency: Min $ 70,000 - Max $80,000

For additional Information visit our Career Site: https://www.soul-cycle.com/careers/