Role: Program Manager
Reports To: General Manager
Type of Position: Full-Time, Salaried, Exempt, Management
Starting Pay Range: $50,000-$65,000 commensurate with experience
Company Mission: By serving our communities with an open and inclusive environment, and remarkable climbing experiences, Alta Climbing provides customers and staff with experiences and opportunities that develop strong bodies, healthy minds, and friendships for life.
Job Description: The Program Manager is involved and responsible for the management and execution of Alta’s programming across all of our locations, including but not limited to groups, birthday parties, recreational classes, and camps. The Program Manager must have a constant and keen awareness for risk management and the delivery of a phenomenal customer experience for all guests.
The Program Manager plays a key role in overseeing the Alta youth and adult programs curriculum. They have a dual responsibility: first, to develop and train teams to ensure a fantastic experience for young climbers, and second, to maintain high standards by continuously evaluating and enhancing the guest experience. The ultimate goal is to establish Alta Climbing as a leading industry provider of immersive high quality programming.
Position Responsibilities:
- Manage the schedule for all programming under purview and regularly optimizing class schedules through a meticulous review of days and times offered, booking capacities, registration slots, instructors etc.
- Implement regular quality check processes that include but are not limited to customer feedback
- Develop metrics that indicate the health of your department and share updates with your direct manager frequently
- Communicate to the Marketing Department any recommendations for promotions and marketing campaigns based on Program Departmental goals as set forth in annual and monthly planning
- Create customer facing copy describing all programs and events
- Develop annual budgets, based on revenue trends and ambitious goals
- Grow program revenues and meet financial goals as determined in the annual budget planning process
- Maintain organization within the team software drive, removing out of date materials from staff access
- Keep all departmental SOPs current per industry standards and Alta standards, and where necessary develop SOPs to fill any gaps in Alta’s programming procedures and processes
- Develop, manage, maintain, and be accountable for department P&L
- Maintain 60% minimum profitability for all department products
- Review pricing to optimize profitability and guest experience
- Schedule program staff for maximum efficiency
- Review and approve time clocks in a timely manner
- Maintain and supply the current inventory of all programming related equipment
- Leverage your annual budget to purchase all necessary equipment and supplies, in coordination with your direct manager
- Evolve the pay structure for your department through co-creation with HR and the COO
- Follow SOPs to properly record all program related revenues and expenses
- Monitor quantitative data in BETA to evaluate program performance
- Maintain 24 hour response time with all customer facing, external communication
- Recruitment, hiring, and professional development of all programs staff, delegating as necessary
- Develop training materials to ensure new and existing staff are empowered to fulfill all the roles and responsibilities of their positions
- Manage all programs employees, ensuring a positive work environment while holding them to the highest standards of excellence
- Give and receive meaningful feedback to encourage professional growth
- Evolve the department’s strategic plan to maximize revenue while maintaining program quality
- Create, manage and maintain a consistent feedback loop with our community
- Improve offerings based on community feedback as is possible
- Follow-up with program participants who had poor programming experiences
- Follow-up with program participants who are primed for the conversion to another product
- Follow-up with program coaches who were involved in feedback, positive or negative
- Develop unique customer pathways at each facility relevant to the market
- Train employees in multiple departments
- Reinforce customer pathway training as necessary to support departmental sales goals
- Continue to develop and expand the outreach strategy to consistently bring new customers into the gym and retain existing customers
- Manage all BETA components for bookings and scheduling
- Attend and be prepared for all management meetings, as required
- Other duties, as assigned
Qualifications:
- 5+ years climbing experience in all relevant facets of rock climbing, specifically, indoor, outdoor, bouldering, and sport strongly preferred
- 2+ years of supervisory experience strongly preferred
- 2+ years curriculum development experience strongly preferred
- 2+ years departmental budget management experience strongly preferred
- Education background preferred but not required
- Ability to lead by example and teach all youth and adult program curriculums
- Professional attitude, willingness to learn
- Ability to breakdown, teach, and critique climbing technique to climbers of all abilities
- Extensive experience in risk management for rock climbing, transportation, camping, sensitivity with minors, etc
- Must pass a background check
- Must have completed Mandated Reporter Training
- CPR/ First Aid Certification preferred but not required
- CWI certification preferred but not required
- Youth Mental Health First Aid certification preferred but not required
- Strong communication skills: interpersonal, public relations, conflict resolution
- Must be able to lift and move up to 40 pounds safely
- Must be able to independently follow written and verbal instructions
- Must be able to cheerfully and professionally communicate with members of the public and with employees
- Must be able to attend all scheduled or assigned shifts
- Must be highly proficient in POS software; BETA preferred but not required
- Must be proficient in Google Suite software and general computer skills
Benefits:
- Competitive salary
- Health, Dental, Vision and supplemental plans offered
- Complimentary Gym Membership for Staff
- Discounts on Retail Gear
- Dynamic and passionate work environment: Be part of a team that shares your love for climbing and is dedicated to creating an exceptional experience for everyone.
- Growth opportunities: Advance your career with ongoing training and development programs.
Employee Conduct:
Alta employees are responsible for following rules of conduct based on honesty, good taste, fair play, courtesy, safety, and professionalism when interacting with co-workers, customers, and vendors.
This is a “safety sensitive” position and requires the employee to be drug free. Pre-employment drug tests will be performed for all employees. Violations will result in non-compensated suspension or dismissal.
If you are passionate about climbing, enjoy interacting with people, and are committed to providing exceptional customer service, we encourage you to apply!
