Program Manager

The Program Manager is responsible for creating exceptional experiences for G1 members, youth participants, and their families. The primary goal of this position is to help people feel welcomed, connected, engaged, and supported in their progression so that G1 becomes a place they want to continue coming back to.

A climbing gym is ultimately in the people business. This role is responsible for understanding what our members and participants need, identifying opportunities to improve their experience, and creating programs, systems, and personal connections that strengthen engagement and retention.

The Program Manager should be highly self-motivated, organized, curious, and willing to challenge the status quo. They should continually ask: What is working? What isn’t working? What do our members and participants need? And how can we make their experience better?

This is a hands-on leadership position requiring both strategic thinking and regular interaction with members, participants, families, and staff. The successful candidate will be comfortable using data and feedback to make decisions while also understanding that meaningful experiences are built through genuine human connection. The Program Manager is expected to take ownership of outcomes. They should be able to identify a problem or opportunity, develop a solution, execute it, measure the result, and make adjustments when something isn’t working.

Primary Responsibilities

Member Experience & Retention

• Own and continually improve the member experience from first visit through long-term membership.
• Develop strategies to engage new members during their first 30, 60, and 90 days.
• Identify opportunities to help members build routines, find climbing partners, connect with the G1 community, and make progress toward their goals.
• Monitor member engagement and identify members or groups who may be becoming disengaged.
• Develop and implement strategies to increase member engagement and retention.
• Gather and evaluate member feedback and use it to improve G1’s offerings and systems.

Community & Adult Programming

• Develop and execute events, meetups, leagues, challenges, workshops, classes, and other initiatives that strengthen community and support member retention.
• Develop engagement opportunities for different segments of the G1 community based on demonstrated member interest and need.
• Ensure programs and events have a clear purpose, target audience, and measure of success.
• Evaluate participation, member feedback, financial performance, and retention impact and modify or discontinue initiatives that aren’t producing meaningful results.
• Identify gaps in programming and develop new offerings when there is a demonstrated member or business need.
• Oversee G1’s yoga and fitness offerings, including scheduling, staffing, attendance, and ongoing evaluation.

Youth Programs & Family Experience

• Oversee the development, operation, and ongoing improvement of G1’s youth programs, camps, clinics, competitions, and other youth offerings.
• Create a positive experience for youth participants and their families from initial inquiry and registration through continued participation.
• Work with the Head Youth Coach to ensure youth programs provide a safe, welcoming, engaging, and developmentally appropriate environment.
• Oversee the staffing, scheduling, communication, and operational needs of youth programs.
• Support the development of clear progression pathways for youth participants within G1.
• Monitor enrollment, retention, participant and parent feedback, staffing needs, and financial performance.
• Identify opportunities to improve or expand youth programming based on participant needs, family feedback, and business goals.
• Hire, manage, and support youth program staff, coaches, camp staff, and event belayers as assigned.

Communication & Collaboration

• Work with the marketing team to effectively communicate programs, events, and member engagement opportunities.
• Ensure members, participants, and families understand G1’s offerings and how they can benefit from them.
• Keep staff informed about upcoming programs, events, schedule changes, and other member-facing initiatives.
• Collaborate effectively with the management team and proactively communicate challenges, opportunities, and changing circumstances.
• Participate actively in management meetings and major facility events.

Leadership & Financial Accountability

• Establish clear goals, timelines, budgets, and measures of success for programs and initiatives.
• Track program performance, including participation, revenue, expenses, engagement, and retention.
• Hire, manage, and support staff as assigned.
• Take ownership of projects from conception through execution and evaluation.
• Purchase equipment and supplies necessary for programs and member engagement initiatives.
• Complete additional responsibilities as directed by facility management.

What Success Looks Like

The Program Manager will be successful when:

• New members have a clear and welcoming path from their first visit into regular membership.
• New members are returning, engaging, and establishing routines during their first 30, 60, and 90 days.
• Members feel connected to the G1 community and know how to find opportunities to meet other climbers.
• G1 understands why members disengage or leave and is actively addressing issues within our control.
• Events, meetups, classes, and other programs are driven by qualified member needs.
• Programs have clear goals and are regularly evaluated based on participation, financial performance, feedback, and contribution to engagement and retention.
• Youth participants and families have a positive experience and clear opportunities for continued participation and progression.
• Youth programs maintain healthy enrollment and retention while meeting appropriate financial expectations.
• The Program Manager recognizes when programming initiatives aren’t working and takes action to improve or change it.
• The Program Manager takes ownership of outcomes, communicates proactively, follows through on commitments, and collaborates effectively with the management team.
• Members, participants, and families recognize the Program Manager as approachable, helpful, and genuinely invested in their experience at G1.

Desired Qualifications

• Previous management or leadership experience.
• Experience developing, managing, and evaluating programs, customer experiences, or member experiences.
• Strong interpersonal and relationship-building skills.
• Excellent organizational and self-management skills.
• Ability to use data, feedback, and observation to make decisions.
• Strong written and verbal communication skills.
• Demonstrated ability to take ownership of projects, meet deadlines, and proactively communicate.
• Experience managing employees and building effective teams.
• Thorough knowledge of climbing technique and terminology.
• Passion for climbing, fitness, youth development, and building community.
• Experience working in a climbing gym, fitness facility, youth program, hospitality environment, or other membership-based organization is preferred.
• Experience working with youth and families is preferred.

Compensation

Compensation is commensurate with experience. This is a full-time, salaried management position with benefits including paid time off (PTO), health, dental, and life insurance.

Salary range: $53,000–$58,000.

To apply, please email a cover letter and résumé with three references to jason@g1climbing.com.

G1 Climbing + Fitness is an equal opportunity employer.