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SEARCHOwner Shelby Bills says her general manager, Sydney Osborne, reminds her of the power of leading with heart. Find out how Osborne became a great leader in our lastest installment of Meet the Manager.
General Manager Sydney Osborne turns Graeber and Company's vision into reality with excitement, precision, and care.
Graeber and Company
SALON TODAY's Meet the Manager series celebrates the managers, team leads, and directors in the industry who work to maintain the vision and goals of salons, spas, and barbershops. In today's profile, we meet Sydney Osborne, general manager of Graeber and Company in Boise, Idaho. Owner Nicki Wenz credits Osborne with managing the day-to-day operations, so she can focus on the vision, strategy, innovation and long-term growth.
The manager: Sydney Osborne, General Manager
Nominated by: Shelby Bills, Owner, Graeber & Company in Boise, Idaho
Date of Hire: February 2016
SALON TODAY: What is Osborne’s specific background that made you believe she’s be a good fit for your business?
Bills: “With more than 11 years in the beauty industry and a decade dedicated to Graeber & Company, Sydney has grown from a talented barber/stylist into a dynamic, compassionate leader who now oversees the day-to-day operations as General Manager. Her journey reflects both loyalty and evolution; she’s served as a concierge team member, assistant, barber stylist, retail manager, education director, and salon manager, and now leads the business as our General Manager with excellence, purpose, and heart.”
ST: What personality characteristics does Osborne possess that make her a good manager?
Bills: “Sydney is the kind of leader who embodies Graeber & Company's mission in every action. She has the biggest heart and an unmatched passion for helping others succeed. Her ability to accept feedback and pivot in real time makes her an invaluable force in our ever-evolving industry. She doesn't just manage operations; she brings our vision to life. Sydney ensures that our standards of guest experience, education, and team culture are not only met but continuously elevated.”
ST: How is she compensated?
Bills: “Sydney is compensated through a salary+bonus structure and receives extensive education and development opportunities each year—an annual investment exceeding $15,000. Her growth includes leadership, business strategy, communication, and personal development training, along with additional perks that support her well-being and continued success.”
ST: What types of continued education do you offer Osborne?
Bills: “We offer Sydney personal and professional development courses and training. Leadership development, industry conferences and coaching from High Performance Salon Academy. This year, we also sponsored her for Leadership Boise, a two-year program partnered with the Chamber of Commerce to grow leaders within our community.”
ST: What are the three most important tasks Osborne takes on at the salon?
Bills: “As General Manager, Sydney oversees all day-to-day operations, including education and coaching for our team of stylists, estheticians, and guest service professionals. Her leadership bridges every department, ensuring both the guest and team experience remain seamless, aligned, and inspired. She's built systems that empower our team to thrive while fostering a culture rooted in growth, accountability, and belonging.”
ST: How is Osborne held accountable for the salon’s performance?
Bills: “She has weekly and monthly KPI's to track and achieve along with the company culture and guest feedback.”
ST: How often do you meet with this manager, and what do you go over?
Bills: ”Sydney and I connect daily to communicate updates, navigate challenges, and celebrate wins. Each week, we hold structured meetings to track progress and alignment, and we collaborate on projects designed to enhance the business, the brand, and our team's lives. This rhythm keeps us moving together with both strategy and heart.”
ST: How has this manager helped you personally as the owner, or how have they grown the business?
Bills: “Personally, Sydney has made a profound impact on me as the owner. She has allowed me to step fully into my role as CEO, focusing on vision, strategy, innovation, and long-term growth because I can trust her with the day-to-day leadership of our team and the care for every guest. She's helped turn my big visions into reality with excitement, precision, and care. Beyond her operational excellence, Sydney has taught me compassion and reminded me of the power of leading with heart.”
If you have a manager you'd like to nominate for this series, learn more here.
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