# Bernard OHagan

Bernard OHagan is a remote worker on Himalayas, Client Operations Manager at Playbook, based in United States.

Source: https://himalayas.app/@bernardohagan

```text
Client Operations Manager at PLAYBOOK, launching three corporate fitness sites and maintaining 100% client retention.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 65k+ USD |
| Job categories | Operations Manager, General Manager, Fitness Director, Wellness Manager |
| Skills | Multi Site Operations, Client Operations, Corporate Wellness, Site Launches, Standard Operating Procedures, P&L management, Budgeting and forecasting, Customer Retention, Vendor Management, KPI Tracking, OKRs, Quarterly Business Review, Stakeholder Relationship Management, Customer Relationship Management, Member Onboarding |

## About

```text
At PLAYBOOK (Formerly lulaFit), I directed daily operations and service delivery across an eight-site Chicago and Boston portfolio. I spearheaded the launch of three corporate fitness sites, including SOP development, vendor onboarding, and KPI baseline creation.

I maintained 100% client retention and an 80+ client satisfaction score through direct partnership with clients and property managers. Earlier, at MIDTOWN HEALTH, I designed a member onboarding program that increased personal training revenue by $100,000 year over year.
```

## Experience

### Client Operations Manager

Playbook. Oct 2025 - Aug 2026

```text
Directed daily operations and service delivery across an 8-site Chicago and Boston portfolio, bridging executive leadership, clients, and on-site teams. Spearheaded the end-to-end launch of 3 corporate fitness sites, including SOP development, vendor onboarding, and KPI baseline creation.
```

Skills: Operations-Management, SOP-Development, Vendor-Onboarding, KPI-Tracking, Customer-Retention, Team-Leadership, Budget-Management

### Experience Director & Senior General Manager

Playbook. Jun 2021 - Oct 2025

```text
Spearheaded member experience initiatives across regional corporate wellness centers enhancing community engagement by 15%-100% (location dependent). Directed daily operations for flagship commercial fitness facility alongside 2 secondary properties, including full operational and P&L oversight across the portfolio.
```

Skills: Operations-Management, P&L-management, Team-Leadership, Cross-Functional-Collaboration, Product-Launch, SOP-Implementations

### General Manager

Playbook. Oct 2019 - Jun 2021

```text
Owned full operations for a 5,000 sq. ft. client site, managing vendor contracts, client relationships, and payroll against budget forecasts. Successfully pivoted wellness operations to a virtual delivery model during a 3-month facility closure, preserving 100% client retention and sustaining contracts across 8 corporate partners year-over-year.
```

Skills: Operations-Management, Vendor-Management, Client-Relations, Budgeting, Payroll, Virtual-Delivery

### Fitness Director

Midtown Health. Dec 2018 - Sep 2019

```text
Managed and scheduled a 44-person service delivery team (8 Fitness Coaches, 36 Group Exercise Instructors) supporting a high-volume client base. Designed an advanced member onboarding program that successfully drove a $100,000 year-over-year increase in personal training revenue.
```

Skills: Team-Management, Scheduling, Member-Onboarding, Revenue-Growth, Personal-Training

### Fitness and Wellness Manager

Exos. Feb 2018 - Dec 2018

```text
Managed daily site-level health and wellness operations, ensuring strict alignment with Exos service delivery standards and customer satisfaction targets. Provided timely and constructive feedback to staff members to support operational efficiency, remove execution obstacles, and optimize program delivery.
```

Skills: Operations-Management, Staff-Management, Customer-Satisfaction, Program-Delivery

### Personal Trainer (Tier 3)

Equinox. Jan 2015 - Feb 2018

```text
Created focused fitness and wellness programs based on biometric metrics provided by Equifit testing and clients' personal goals. Customized advanced plans centered on movement, nutrition, and regeneration while consistently exceeding personal sales and service hour targets.
```

Skills: Personal-Training, Fitness-Programming, Nutrition, Sales

### Personal Trainer / Sports Performance Coach

[Life Time Fitness](https://himalayas.app/companies/life-time-inc). Oct 2007 - Dec 2014

```text
Designed and implemented unique strength training and health programs for individuals across all experience levels, including professional athletes. Managed personal revenue generation towards a strict budget, consistently performing at or above expectations by generating $9k–$12k/month in sales revenue.
```

Skills: Strength-Training, Sports-Performance, Personal-Training, Sales, Budget-Management

### Strength and Conditioning Coach

Eugene Emeralds Professional Baseball. Mar 2007 - Oct 2007

```text
Designed and implemented targeted strength and conditioning programs for Major League Baseball players during spring training, regular season, and post-season. Coordinated and directed team lifts and conditioning protocols both at home and on the road.
```

Skills: Strength-And-Conditioning, Program-Design, Team-Coordination

## Education

### University of Rhode Island

Bachelor of Science, Exercise Science / Kinesiology

```text
Bachelor of Science in Exercise Science / Kinesiology from the University of Rhode Island.
```

## Tech stack

- Google Workspace

To contact Bernard, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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