The General Manager sits at the center of both facilities and leads horizontally and vertically. Department Managers at Bloc Garten and Chambers provide local, department-specific support, bringing expertise in their respective areas and serving as key partners in day-to-day execution. The COO provides strategic oversight, organizational alignment, and executive support, but is not the engine of daily operations.
This structure means the General Manager is expected to lead proactively, identifying issues, making decisions, and driving performance without waiting to be asked. The Executive Team is a resource, not a crutch.
What Ownership Means:
People: Hiring, onboarding, scheduling, coaching, performance, and culture across both facilities. The team reflects the Manager’s standards.
Operations: Day-to-day facility operations at both Bloc Garten and Chambers — safety, cleanliness, programming flow, and member experience from open to close.
Financials: Budget ownership, labor cost management, and revenue performance. The Manager understands the numbers, acts on them, and is accountable for results.
Guest & Member Experience : Setting and protecting the standard of how members and guests feel at both locations. The General Manager is the culture carrier for both communities.
How Support Works:
Department Managers — Local partners at each facility who provide depth and support within their department. They are a resource the General Manager draws on to execute well, not a safety net for accountability.
COO — Available for strategic guidance, organizational decisions, and escalated support. The COO provides oversight and context, not daily instruction. The General Manager is expected to solve problems at the facility level before escalating.
Responsibilities
People and Leadership
- Directly work with all department heads:
- Adult & Youth Program Coordinator
- Head Coach
- Head Routesetter
- Retail
- Oversee and be accountable for all facility team members across both locations
- Own:
- Hiring, onboarding, and training
- Performance management, coaching, and performance improvement plans
- Terminations and disciplinary actions
- Establish clear expectations, rhythms, and accountability systems across the facility
- Foster a culture of ownership, professionalism, and consistency
Operations
- Own all day-to-day facility operations
- Ensure consistent execution of:
- Safety Standards and PPE Management
- Scheduling and staffing coverage
- SOPs and operational workflows
- Identify operational gaps proactively and implement solutions
- Serve as the primary escalation point for facility level issues, including:
- Staffing issues
- Operational disruptions
- Safety or facility incidents
- Ensure the facility runs independently and predictably
- Managing facility maintenance and upkeep
The General Manager is expected to manage and resolve issues at the facility level whenever possible, escalating to HR or the COO only when organizational, legal, or strategic support is required.
Financial
- Own the full facility P&L for both Bloc Garten and Chambers
- Assist in building the annual operating budget across both locations
- Manage the annual operating budget across both locations
- Own labor planning, labor percentage targets, and scheduling efficiency
- Control expenses and vendor spend within approved thresholds
- Drive revenue growth and margin performance
- Execute the marketing calendar and campaigns developed by the marketing team. Ensure promotions are activated on time at both locations, and in line with the intended messaging and revenue goals
- Review marketing results and provide facility-level feedback to inform future campaigns
- Actively integrate and network within the local business and community to drive business development and new membership growth
- Assist in providing accurate forecasting
- Own variance explanations and corrective action plans
- Be accountable for financial outcomes, not just adherence to process
Guest Experience and Brand
- Own the end-to-end guest experience
- Be accountable for:
- Member satisfaction and retention
- Reviews and reputation management
- Complaint resolution and service recovery
- Ensure brand standards are upheld across all programs and interactions
- Serve as the final escalation point for guest concerns
- Present a consistent and on-brand experience across both Bloc Garten and Chambers. The way the marketing shows up on the floor should match what the marketing team put out
- Own social media posting and on-site event execution for both locations. Post regularly in the brand voice, ensure events are set up and run as planned, and keep the marketing team informed of what’shappening on the ground
Strategic Execution and Reporting
- Translate executive-level strategy into facility-level execution
- Drive continuous improvement and operational excellence
- Provide clear, concise reporting to the Executive Team
- Participate in planning and performance reviews without dependency on daily oversight
Results
The General Manager is accountable for outcomes across both Bloc Garten and Chambers, including:
- Facility profitability and financial health at both locations
- Meeting or exceeding revenue and margin targets
- Stable, high-performing department leadership
- Reduced preventable turnover
- Strong guest satisfaction and retention metrics
- Facilities that operate successfully without daily executive involvement
Requirements
- Proven experience running a complex operation end-to-end
- Strong financial acumen (budgeting, labor modeling, P&L ownership)
- Demonstrated people leadership and accountability management
- Ability to operate autonomously with high judgment
- Comfort being fully accountable for outcomes
- Experience implementing systems and processes to improve efficiency
- Strong understanding of indoor climbing culture and community
- Familiarity with POS and scheduling systems; experience with Beta is a plus
- College degree preferred
Environmental and Physical Demands
- Weekend and evening availability required
- Comfortable working in a loud environment on a regular basis
- Ability to stand, walk, kneel, push, and pull on uneven surfaces for extended periods
- Ability to lift up to 50lbs
- Ability to wear and work in the approved 5.Life uniform
Compensation and Benefits
- Market-aligned base compensation reflective of full facility ownership
- Performance-based incentive tied to:
- Financial performance
- Revenue growth
- Guest satisfaction
- Team stability
- Participation in 5.Life’s health insurance and retirement plans
- Paid Time Off (PTO)
- Free membership to all 5.Life climbing facilities
- Discounts on instruction and programming
- Access to pro-deals through outdoor industry partners
