Business Operations & Analytics Manager

B/SPOKE Studios•Boston, MA

About The Position

The Business Operations & Analytics Manager will build the scheduling infrastructure and analytics capability that enables us to optimize hundreds of weekly classes across multiple locations—balancing utilization, revenue, client satisfaction, and instructor performance at scale. This is a build role for someone who has seen sophisticated scheduling operations but hasn't owned building them from the ground up. You'll design the data models, processes, reporting frameworks, and decision-making cadences that turn scheduling from reactive to strategic. You'll lead this area of the business with autonomy, translating business needs into scalable systems while partnering cross-functionally to deliver the best client experience. You sit at the intersection of data, operations, and performance management—designing how we use insights to drive action, not just report on what happened. What this role is not: front-line scheduling (you won't manage daily swaps or coverage) or creative programming.

Requirements

SQL proficiency
Excel modeling at advanced level
Experience with capacity optimization / yield management
Experience in multi-location businesses
Experience in services, fitness, hospitality, education, etc.

Nice To Haves

Experience with Mindbody / Mariana Tek / similar reservation systems
Experience building BI dashboards
Demand forecasting experience
Testing/experimentation frameworks

Responsibilities

Scheduling infrastructure & systems
Design and implement a repeatable schedule optimization process: the data inputs, analysis frameworks, decision criteria, and operating rhythms that drive ongoing improvements across studios
Build the methodology for new studio launch scheduling (demand forecasting models, ramp plans, initial class mix strategy, iteration frameworks)
Create instructor assignment frameworks that balance consistency, variety, performance, and member experience—then build the process to execute and refine it
Establish change management protocols: how often we adjust schedules, how we communicate changes, how we test and learn
Analytics capability (from messy to actionable)
Build lightweight but scalable reporting infrastructure using reservation system data (reports/exports to Excel; BI/API where helpful) and other internal sources
Design and maintain analytical models/dashboards that track:
Class fill rates, utilization trends, and capacity optimization
Revenue per class, time block performance, and yield metrics
Instructor scorecards (cNPS, rebooking rates, retention signals, consistency metrics)
Client behavior patterns by time, format, studio, instructor, and seasonality
Define the metrics that matter, identify data gaps, improve measurement definitions, and recommend better instrumentation as we scale
Performance benchmarks per class by studio, breakeven benchmarks per class by studio
Decision-making frameworks
Translate data into clear, actionable recommendations with tradeoffs articulated for leadership
Design testing protocols for schedule experiments (time-slot changes, instructor shifts, format mix adjustments) with clear success metrics
Build documentation and operating rhythms so institutional knowledge doesn't live in one person's head
Create the frameworks that enable studio managers to make good local decisions within a broader system
Project leadership
Own this functional area end-to-end: set priorities, manage timelines, identify dependencies, communicate progress
Partner cross-functionally (studio operations, instructor management, marketing, finance) to ensure scheduling strategy supports broader business goals
Scale your own work: build processes that can grow with the business and eventually support a team