*UAE or India (in office) | Scope: Singapore & UAE | Reports to: Founders / Management Team*
About us
We are a premium personal-training company delivering one-on-one coaching to clients at home across Singapore and the UAE, powered by a central operations team in India. Our model is high-touch and quality-obsessed: every client is matched to the right trainer, every session is tracked, and client experience is reviewed daily.
About the role
As Head of Operations you will own service delivery end to end across our two markets. Your mandate is to ensure that every client receives an excellent, consistent experience and client retention is above 80%. We are looking for someone who can operate hands-on from day one while building the systems that let us scale.
What you will own
Service delivery & client retention
- Full ownership of the client experience from onboarding through renewal, with client satisfaction and retention as your headline metrics
- Ensuring every client is matched with the right coach and that delivery quality stays consistently high across all markets
- Owning escalations end to end - client dissatisfaction, renewal pushback, service recovery - so that at-risk clients are retained
- Defining and continuously improving the client journey, session protocols and supporting programs (including nutrition and progress tracking)
Trainer network & capacity
- Owning the health of the trainer network: supply planning, hiring waves, matching, utilisation, performance and engagement
- Coaching and developing trainers and holding quality standards firmly across the network
- Managing the operational backbone of the network, from scheduling and equipment to pay-exception approvals
Quality, process & performance management
- Building and running the quality-control system: daily and weekly quality reviews, audits, exception reporting and follow-up loops
- Owning operational KPIs and dashboards; running weekly performance reviews and acti
📌 Head of Operations (Bengaluru)
🏢 ATHLEADERS
📍 Bengaluru
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