Operations Manager

We’re a vibrant rock climbing gym seeking an Operations Manager at our San Luis Obispo, Ca location. 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:

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 checkin 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 a 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.
Helping capture content that showcases the community and our day to day operations as determined by the needs of the business
You will be accountable for:

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
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
Requirements:

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

What we have to offer:

Flexible, remote/hybrid position
Growth opportunities
Paid bi-monthly on the 1st and 16th of the month
Full-time salary range of $40,000 – $60,000 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
We are an equal-opportunity employer that welcomes and seeks diverse voices and experiences aligned with the vision of our organization: Climbing. Community. Fitness. Love.