We’re a vibrant rock climbing gym seeking an Operations Manager. At our gym, 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 matter 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 build immersive, self-reliant and interdependent experiences, spaces, and opportunities through climbing, community, fitness, and love.

You will be responsible for:

• Operations & Facility Management

• Overseeing daily gym operations, ensuring a seamless experience for members, guests, and staff by ensuring clear communication for success from all departments and directions
• Ensuring compliance with safety standards and legal regulations
• Overseeing booking schedules for various events, including group activities, parties, and fitness programs like yoga
• Retaining at least three opening or closing shifts a week and serving as a reliable resource during emergencies or unplanned situations, stepping in when needed to maintain operations and address the needs of both staff and customers

• Strategic Growth & Adaptability

• Working with autonomy but collaboratively in a small business, growth-oriented culture, embracing change as the organization and systems evolve
• Proactively identifying and addressing challenges to create operational improvements, with strategic creativity in order to enhance customer experience and gym efficiency
• Identifying and implementing operational improvements to enhance customer experience and gym efficiency
• Implementing marketing initiatives to meet community engagement and sales goals and providing feedback on proposed and ongoing campaigns

• Communication & Leadership

• Effectively communicating operational challenges, staff concerns, and facility issues to leadership to ensure timely resolution and continuous improvement
• Maintaining exceptional customer satisfaction by promptly addressing concerns, feedback, and customer inquiries, both in real-time and by communicating them to our headquarters team
• Running gym-wide management team and all-staff meetings at minimum once a month

• Customer Experience & Community Engagement

• 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
• A passion for building connections and engaging with the community, representing the gym at local events, in business associations, or attending high-priority events both in and outside of the gym
• Serving as the primary point of contact within the facility and representing the gym as its key ambassador

• Team & Interdepartmental Support

• 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
• Supporting other gym departments by being a reference and a resource, such as programs, facilities, stock and inventory, marketing, and HR

You will be accountable for:

• The overall operational efficiency and quality of gym services
• Maintaining and upholding a clean and safe environment and properly communicating any concerns that arise
• Ensuring that the gym is adequately staffed to meet the needs of the community 
• Ensuring staff are well-equipped, informed, and trained 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 while understanding the gym’s overall budget

You will be consulted for:

• 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

You will be informed about:

• Policy and procedural updates affecting gym operations
• Upcoming events and activities within the gym
• Training updates relevant to your team and operational areas

Codeword: Support

Requirements:

• Ability to expertly manage operations, lead cohesive and engaged teams, and demonstrate resilience, adaptability, and positivity under pressure
• A proactive, solutions-oriented approach to operational and team challenges
• Extensive experience in customer-facing roles, with a demonstrated ability to interact professionally and effectively with diverse customers, resolve issues, and maintain high levels of customer satisfaction in dynamic environments
• Strong communication skills, with an emphasis on clear, empathetic, and proactive interactions with staff, management, and the community
• A positive and approachable attitude, with the ability to demonstrate warmth, empathy, and a genuine interest in understanding and addressing the needs of others
• Proven ability to adapt quickly to new systems, priorities, and challenges in a fast-paced environment
• Ability to respond to unexpected situations or emergencies with a calm, clear mindset and effective problem-solving skills
• Passion for learning and a desire to continuously improve the gym experience for staff, members, and guests
• Commitment to upholding company values and guiding decisions with the mission statement
• Proficiency in, or ability to learn, various tech tools, including When I Work, Google Suite, Email, Approach, and Asana

What we have to offer:

• $50,000-70,000 per year, depending on qualifications and experience, paid bi-monthly 
• Employer paid Silver tier health insurance plan including vision and dental with employee paid options for dependents

• Unlimited sick, vacation, and personal time off as long as responsibilities are met and covered
• Flexible hours and hybrid remote work
• Transfer and promotional opportunities
• Gym membership for self plus immediate family
• Retail and merchandise discounts
• Remote wowrk benefits