Regional Coordinator (Front of House Ops & Team Lead)

The Role

The Regional Coordinator (RC) is a regional leadership role responsible for the performance, consistency, and development of our front-of-house teams across multiple clinics.

You will lead Senior Coordinators and help develop Client Coordinators, ensuring administrative operations run smoothly, scheduling systems are disciplined, and client experience is consistent across locations.

This is a performance-driven leadership role — not an administrative position.

You are building leaders, strengthening systems, coaching teams, and protecting operational excellence at scale.

If Clinic Directors own clinic performance, the Regional Coordinator ensures the operations supporting that performance are stable, disciplined, and high-functioning.

About Axis

Axis Therapy & Performance is a high-standard, education-driven, people-first health network.

We deliver expert physical therapy powered by the human connection. Our mission is to refine the way people move by raising the standard of care, elevating practitioner skill, and creating a consistent, trust-based client experience.

Leadership at Axis is behavioural, not positional.
We expect our leaders to hold the standard, protect the culture, and drive real outcomes

What You’ll Be Responsible For

Senior Coordinator Leadership & Performance Coaching

• Directly lead and develop Senior Coordinators across multiple clinics
• Run leadership coaching sessions and performance reviews
• Audit coaching conversations and escalation decisions
• Strengthen accountability, decision-making, and leadership maturity
• Identify leadership gaps and drive development plans

Client Coordinator Training & Performance Calibration

• Deliver in-person and virtual training sessions for Client Coordinator teams
• Run rapid-fire coaching workshops (booking conversations, service recovery, communication)
• Perform front-desk performance audits and scheduling reviews
• Standardize client experience and service delivery across clinics
• Develop high-potential team members and support internal promotion pipeline

Administrative Operations & KPI Ownership

• Monitor regional operational performance (rebooking, scheduling stability, cancellations, onboarding completion, issue trends)
• Identify performance patterns across clinics and implement improvements
• Strengthen front-desk systems that support therapist and client experience
• Reduce preventable operational breakdowns and escalations

Scheduling & Operational Structure

• Ensure consistent scheduling structure and booking logic across clinics
• Audit schedule hygiene, coverage planning, and readiness standards
• Partner with Clinic Directors to support therapist capacity and clinic flow

Client Experience & Escalation Management

• Ensure high standards in client communication and service recovery
• Coach teams on handling difficult situations and conflict resolution
• Maintain consistent client experience across all locations

Recruitment & Team Development

• Support hiring decisions for Senior and Client Coordinators
• Monitor onboarding quality and early retention
• Identify future leaders and build internal talent pipeline

How You Lead

At Axis, leadership means:

• Holding standards without avoidance
• Coaching behaviour, not personality
• Solving problems early
• Building structure instead of reacting to chaos
• Developing leaders instead of rescuing teams
• Thinking in systems and patterns, not incidents

What Success Looks Like

• Strong Senior Coordinators who lead independently
• Consistent client experience across clinics
• Stable scheduling and administrative systems
• Reduced operational friction for therapists
• High retention and growth within admin teams
• Fewer preventable escalations and breakdowns

Ideal Background

This role is a strong fit for candidates with leadership experience in performance-driven environments such as:

• Retail/Sales team lead or sales/retail management roles
• Customer success or call centre leadership
• Hospitality or service operations leadership
• Multi-location operations management
• Healthcare or clinic operations leadership

You may be especially successful if you have experience:

• Coaching team performance and improving conversion or service metrics
• Running training sessions or role-play coaching
• Auditing customer conversations or service interactions
• Managing high-volume operational environments
• Leading teams through performance targets and accountability
• Handling escalations and difficult customer interactions

Healthcare experience is helpful but not required.
Leadership and performance management experience matter most.

Who This Role Is Not For

This role is not a fit if you:

• Prefer being an individual contributor
• Avoid difficult conversations or accountability
• Want a front-desk or administrative execution role
• Need constant direction
• Prefer fixed responsibilities over ownership

Schedule & Work Structure

• Full-time leadership role
• Regular in-clinic presence across multiple locations
• Mix of on-site coaching, audits, and strategic work
• Leadership is responsibility-based, not shift-based

Final Note

This is a high-ownership leadership role focused on developing people, strengthening systems, and scaling operational excellence.

If you want to build teams, coach performance, and help grow a high-performance healthcare organization — we’d love to meet you.

Requirements

Experience & Background

• 1+ years of experience leading teams in a performance-driven environment (operations, sales, customer success, call centre, hospitality, healthcare, or similar)
• Previous experience coaching team members and holding performance conversations
• Experience managing or supporting multi-location operations is strongly preferred
• Experience running training sessions, coaching workshops, or role-play performance development is an asset
• Healthcare or clinic experience is helpful but not required

Leadership & Capability

• Strong people leadership and coaching ability
• Comfortable holding others accountable and addressing performance gaps directly
• Ability to identify patterns, diagnose problems, and implement solutions
• Strong conflict resolution and escalation management skills
• High emotional intelligence and ability to remain calm under pressure
• Ability to develop leaders and build team capability

Operational & Performance Skills

• Strong operational thinking and systems mindset
• Experience working with performance metrics, KPIs, or service standards
• Ability to manage competing priorities across multiple locations
• Strong organizational and decision-making skills
• Clear, direct communication style

Work Structure & Logistics

• Must be able to travel regularly between clinic locations (primarily Scarborough and Markham)
• Comfortable working across multiple sites and shifting priorities
• Reliable transportation required
• Full-time availability with flexibility to support operational needs

Benefits

Benefits, Growth & Why Join Axis

Compensation & Benefits

• Competitive Salary — aligned with leadership scope and performance expectations
• Dental Benefits — comprehensive dental coverage
• Paid Vacation — competitive paid time off
• Hybrid Work Flexibility — work-from-home days for administrative and strategic work
• Staff Treatment Discounts — discounted services at Axis Therapy & Performance

Growth & Leadership Development

• Leadership Growth Opportunities — clear path for advancement within a rapidly growing organization
• Direct Coaching & Development — ongoing mentorship and leadership training
• High-Impact Role — influence operations, people development, and systems across multiple clinics
• Exposure to Multi-Location Operations — build experience in scaling healthcare operations

Culture & Work Environment

• High-Performance, Supportive Team — work with driven, growth-oriented leaders
• People-First Organization — strong focus on team development and client experience
• Collaborative Leadership Environment — direct access to senior leadership
• Team Events & Socials — regular team gatherings and company events
• Growing Organization — opportunity to help shape systems and processes as we scale

Why Axis

At Axis Therapy & Performance, we are building a high-standard healthcare organization focused on people, performance, and long-term growth.

This role offers the opportunity to develop leaders, build systems, and create meaningful impact across multiple clinics while growing your own leadership capability.

If you want ownership, responsibility, and the chance to build something that lasts — you’ll thrive here.