Senior Director, Operations, Facilities & Bike Operations

Company Description

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.

Job Description

The Senior Director of Operations, Facilities & Bike Operations is responsible for driving consistent operational performance, asset excellence, and safety across a predominantly US, multi-unit portfolio. This role owns facilities strategy, safety and risk programs, bike fleet operations, vendor and contract partnerships, and capital planning, ensuring every location operates safely, efficiently, on brand, and profitably.

This leader partners closely with Field Operations, Real Estate, Construction, Legal, Finance, and Brand to deliver scalable standards, support growth initiatives (including temporary and pop-up locations), and protect the business through strong safety, compliance, and asset management practices.

This role leads and develops a high performing team, establishing clear accountability, performance expectations, and ownership across facilities, safety and bike operations to drive consistent execution.

Key Responsibilities

Operational Performance & Consistency

• Drive consistent operational, facilities, and bike operations execution across all locations.
• Partner with field leadership to improve productivity, execution discipline, and operational standards.
• Identify gaps and implement scalable tools, processes, and training to improve consistency across all markets
• Respond decisively to operational disruptions, balancing urgency, cost, safety, and brand standards

Facilities & Asset Management

• Own the organization's facilities strategy, including preventive maintenance, repairs, lifecycle planning, and asset protection.
• Ensure all locations are maintained to brand, safety, and operational standards.
• Develop a long-term facilities roadmap aligned to performance, growth, asset longevity, and financial return.
• Anticipate risks and proactively adjust plans to minimize operational and financial impact 

Bike Operations & Fleet Management

• Own the organization’s bike operations strategy, including fleet standards, maintenance programs, asset lifecycle planning, and replacement strategy.
• Ensure the bike fleet consistently meets brand, safety, and performance standards across all locations.
• Establish and maintain standardized maintenance procedures, training, and quality controls for bike technicians and field teams.
• Develop long-range fleet planning and capital recommendations to support growth, refresh cycles, and cost efficiency.
• Monitor fleet health, downtime, and service levels to drive improved reliability and reduced operational disruption.

Safety, Risk & Compliance

• Own the company’s safety strategy across all locations, including workplace safety, incident management, compliance, and risk mitigation.
• Establish and maintain safety standards, training, reporting, and audit processes.
• Partner with Legal, HR, and Operations to investigate incidents, manage claims support, and reduce operational and liability risk.
• Build a strong safety culture that positions safety as a core operational and leadership responsibility.
• Leads calmly and confidently during high pressure situations ensuring clear communication and decisive action

Capital Planning & Project Oversight

• Partner with Finance and Real Estate to develop annual and long-range capital plans, including facilities and bike fleet investments.
• Oversee prioritization and execution of capital projects, refreshes, and major repairs.
• Ensure projects are delivered on time, on budget, and with minimal operational disruption. 
• Own budget and forecasting for facilities, fleet, and safety programs, ensuring disciplined spend management.

Vendor, Contract & Pop-Up / Temporary Location Management

• Lead vendor strategy for facilities, bike operations, safety, and operational services.
• Negotiate and manage contracts, service agreements, and pricing to drive value and service performance.
• Partner with Legal and Real Estate on contracts and operational readiness for temporary locations, pop-ups, and special projects.
• Ensure pop-ups and short-term activations meet brand, safety, operational, and equipment standards while remaining financially disciplined and agile
• Continuously assess vendor performance and cost structure to optimize financial outcomes

Cross-Functional Leadership

• Serve as a strategic partner to Field Operations, Real Estate, Construction, Legal, IT, Finance, and Brand teams.
• Support new openings, pop-ups, transitions, and closures from an operational, safety, facilities, and bike readiness perspective.
• Ensure standards scale effectively as the brand grows while protecting profitability 
• Navigate competing priorities with flexibility and strong judgment 

Team Leadership

• Lead and develop a high-performing operations, facilities and bike operations team.
• Establish clear roles, accountability, and development pathways.
• Build a culture of ownership, urgency, financial accountability and continuous improvement.
• Model adaptability, composure under pressure, and a solution oriented thinking. 
• Foster a positive, resilient team culture that encourages ownership collaboration and proactive problem solving

Data, Reporting & Continuous Improvement

• Build dashboards and reporting for facilities, bike fleet health, safety metrics, spend, response times, and risk indicators.
• Use data to prioritize investments, improve service levels, reduce downtime, and lower incident rates.
• Continuously improve processes to support profitability and operational resilience.
• Translate operational performance into clear financial impact and executive level insights.

Qualifications

• 10+ years of multi-unit operations and/or facilities leadership experience within a multi-market brand (retail, hospitality, fitness, or similar).
• Demonstrated experience owning safety programs and operational risk across a geographically dispersed portfolio.
• Experience leading large-scale equipment or asset fleets (e.g., bikes, fitness equipment, or similar technical assets).
• Strong background in capital planning, vendor management, cost control, and contract negotiation.
• Experience supporting temporary locations, pop-ups, or short-term activations preferred.
• Proven ability to lead cross-functional initiatives with Legal, Real Estate, Finance, and Field Operations.
• Strong financial and commercial acumen, including budgeting, forecasting, and ROI analysis.
• Experience building and leading multi-disciplinary teams in fast paced environments
• Demonstrated ability to manage budgets and understand financial impact across P&L, capital, and operating expenses 

Leadership Profile

The ideal candidate is a results-driven, highly organized and collaborative leader who:

• Thrives in a dynamic fast paced moving environment and adapts quickly to shifting priorities; handles pressure with composure and sound judgement
• Thinks on their feet and makes intuitive well informed decisions when faced with ambiguity
• Balances speed with risk management, financial discipline, while keeping brand standards a priority 
• Drives operational, safety, and equipment standards across complex, multi-market environments
• Brings a strong business and commercial mindset to facilities, fleet, and contracts
• Maintains an uncompromising focus on safety, rider/guest experience, and profitability

Success in this role will be measured by

• Consistent operational, facilities, and bike fleet performance across all markets
• Measurable improvement in safety results and reduction in incidents and risk
• Reduced reactive maintenance, bike downtime, and operational disruption
• On-time and on-budget delivery of capital, fleet, and pop-up projects
• Improved cost control, vendor performance, and asset lifecycle management
• Strong partnership and satisfaction from field and cross-functional leaders
• Demonstrated ability to make sound decisions under pressure that protect both brand and financial outcomes

Pay Transparency: $150k – $180k + Bonus potential

Additional Information

• Medical, dental and vision insurance for all eligible employees
• Paid vacation, sick, holiday and volunteer time-off for eligible employees
• Ride for free at all studios on a walk-in basis per our staff riding policy
• Additional discounted fitness classes
• Retail discount – we’re an athleisure friendly environment
• Company events, parties and more!
• 401k with company match
• Paid parental leave for both parents
• Commuter benefits