Now hiring: Operations Manager (BING)
We’re a vibrant rock climbing gym seeking an Operations Manager for our new gym location opening in Binghamton, NY. At The Pad, climbing is more than a sport; it’s a transformative experience, both within our walls and beyond. Our Operations Manager will lead our efforts in ensuring operational excellence, staff development, and customer satisfaction. You’ll work closely with various departments to maintain the high standards our community expects and deserves.
While climbing experience is beneficial, it’s your leadership, adaptability, and commitment to our community that matters most. You should be familiar with gym operations, have a keen eye for safety, and possess a strong ability to learn and adapt. Most importantly, you should share our passion for climbing and community building. Key objectives of this position include being a link between our headquarters team and ensuring our processes and systems are functioning at the gym level throughout all of our departments and feeling like the official arm of the headquarters team embedded in your gym location.
Our Mission: To create immersive experiences, spaces, and opportunities through climbing, community, fitness, and love
You will be responsible for:
- Overseeing daily gym operations, ensuring a seamless experience for members, guests, and staff by ensuring clear communication for success from all departments and directions.
- Overseeing hiring, training, scheduling and regularly providing hands on leadership to the front desk crew and other gym staff as needed with a goal toward meeting budget goals and improving crew training.
- Managing booking schedules including groups, parties, and fitness programming such as yoga.
- Verifying in-gym employee IDs for I9s, verifying contractors offering programming outside of The Pad Climbing employment carry insurance.
- Supporting programming managers by ensuring that all program staff understand check-in and cleaning policies, building accountability into the process.
- Retaining at least three opening or closing shifts a week and working with staff to improve training and skills. Filling in additional shifts as needed.
- Ensuring high levels of customer satisfaction and addressing any concerns or feedback in-the-moment and to our headquarters team.
- Ensuring compliance with safety standards and legal regulations.
- Building and maintaining strong community relations, representing the gym at local events and in business associations and building partnerships within the community as well as attending high-priority events both in and outside of the gym.
- Identifying and implementing operational improvements to enhance customer experience and gym efficiency.
- Ensuring retail inventory is up to date and we are stocked according to policy as well as giving feedback about what is ordered.
- Implementing marketing initiatives to meet community engagement and sales goals.
- Reporting on gym performance and providing operational metrics to upper management.
- Running gym-wide management team and all-staff meetings at minimum, once per month.
- Providing excellent customer service for new members and guests of the gym and ensuring our orientations give our members a sense of autonomy when they use our spaces.
- Ensuring cash handling policies are being followed and bank deposits have been completed.
- Ensuring that traveling staff working at the gym are hosted – introducing them to people, going to a meal with them, etc.
- The overall operational efficiency and quality of gym services
- The performance and development of front desk crew and support staff
- Maintaining a clean, safe, and welcoming gym environment
- Managing staff schedules and ensuring adequate coverage during peak times
- Ensuring staff are well-equipped and informed to perform their duties effectively, including communicating all news, updates, and policy changes with their direct reports
- Ensuring company policies and procedures are being followed across all departments
- Maintaining the front desk crew budget
- Understanding the gym’s overall budget
- Proactively communicating with your supervisor regarding schedule or operational needs
- Regularly checking and responding to communications via Email and Asana
- Processing in-gym HR needs such as verifying government IDs and writing checks.
- Initiatives to improve gym operations and customer experience
- Decisions impacting gym facilities and operational policies
- Cross-departmental collaboration and support initiatives
- Staffing decisions and team development strategies
- Policy and procedural updates affecting gym operations
- Upcoming events and activities within the gym
- Training updates relevant to your team and operational areas
- Demonstrated ability in managing operations and leading cohesive, engaged teams
- Strong communication skills, able to engage effectively with staff, management, and the community
- Flexibility to adapt to changing operational needs and schedules
- Proficiency in using various tech tools, including When I Work, Google Drive and Suite, email, Approach, and Asana
- Commitment to upholding company values and guiding decisions with the mission statement
- An enthusiastic, friendly attitude, with the ability to exhibit warmth and empathy.
- Passion for learning and a desire to continuously improve the gym experience for staff and members
- Codeword: support
- Flexible, remote/hybrid position
- Growth opportunities
- Paid bi-monthly on the 1st and 16th of the month
- Full-time salary range of $60,000 – $80,000 annually
- Medical, Dental, and Vision (CA only)
- Wellness (self-care) credit – $100/month
- Childcare credit – $1000/month for a child under 6, $500/month for a child ages 7-17
- Paid time off
- Transfer and promotional opportunities
- Gym membership for self plus immediate family
- Retail and merchandise discounts
Don’t send that resume just yet!
We don’t want your resume, we don’t want your cover letter, and we don’t want phone calls and emails!
Why? We at the Pad feel that the employment process is broken and we want to address these issues and hopefully inspire others to, as well.
Why is it broken?
- Applicants are judged on their ability to make a fancy-looking document
- Applicants are judged on their writing ability when that may not be a requirement of their position
- Applicants are unfairly judged based on their employment history, success in describing it, and even by their own name and location.
- Applicants are encouraged to go above and beyond, reaching out to HR and supervisors, and writing long essays, all of which is an emotional drain on everyone
- Salary, benefits, time expectations, and even physical ability requirements are either omitted or over-inflated.
Our process eliminates this and is designed to test applicants in as little time as possible to see if they will be a good fit. Through our process, we are able to:
- Educate you about the organization you are applying for so you know if it is a good fit or not for you.
- Check for the level of attention to detail we want to see prior to hiring.
- Check for level of readiness for the position
- Show us your personality
- Take a minimum of time and energy for our HR team AND you
Please note – if you send resumes, cover letters, etc without being asked, we will NOT review them.
