Operations Manager

Job Description

Job Description

About the role

The Operations Manager is responsible for ensuring Happy Valley Partners in Climb’s soon-to-be-opening rock climbing facility in Boalsburg, Pennsylvania, delivers a safe, consistent, and exceptional experience every day. As a member of the Core Leadership Team, this role provides strategic and day-to-day leadership for front-of-house operations, retail, member services, and the technology that enables both staff and patrons.

Success in this role requires balancing exceptional organization with practical problem-solving. You'll build efficient systems, develop staff, improve operational processes, and help ensure the gym runs smoothly as it grows. You'll work closely with fellow leaders to create an environment where staff have the tools they need to succeed and patrons receive a consistently positive experience.

This is a hands-on leadership role. In addition to owning the long-term direction of operational systems, you'll help solve the day-to-day challenges of running a community climbing gym. Our leaders collaborate across functions, support one another in operational needs, and step in where necessary to keep the gym running smoothly.

What you’ll do as the Operations Manager

• Lead Daily Operations
  • Own the facility’s day-to-day operational systems and front-of-house experience.
  • Ensure the gym is clean, organized, and prepared to deliver an exceptional member experience.
  • Recruit, schedule, train, mentor, and evaluate front-of-house staff.
  • Develop front-of-house staffing plans that balance operational needs, patron experience, and budget.
  • Lead by example in creating a welcoming environment and handling customer concerns and operational escalations with empathy & professionalism
  • Monitor operational metrics and identify opportunities to improve staffing efficiency, retail performance, member service, and day-to-day operations.
• Manage Retail, Inventory & Operational Technology
  • Oversee retail operations, merchandising, and point-of-sale performance.
  • Manage inventory levels, purchasing, vendor relationships, and stock controls.
  • Own the vision, administration, and continuous improvement of the organization’s operational technology ecosystem, including member management, point-of-sale, waivers, and retail.
  • Serve as the primary staff point of contact for our technology systems, and empower staff through training, documentation, and appropriate delegation of system administration.
• Champion Operational Excellence & Compliance
  • Develop & maintain operational documentation, policies, and standard operating procedures.
  • Coordinate compliance efforts related to gym operations, incident reporting, safety documentation, and emergency response procedures.
  • Ensure required inspections, documentation, and operational records are completed and maintained.
  • Partner with the leadership team to promote a culture of safety, preparedness, and accountability across the organization.

What you’ll do as part of the Core Leadership Team

As a small business, Happy Valley Partners in Climb LLC expects strategic leaders to help shape the long-term success of the organization while also contributing to day-to-day operations, as needed.

All members of the Leadership Team are expected to:

• Own the strategic direction, continuous improvement, and long-term success of their areas of responsibility.
• Collaborate closely with the rest of the leadership team to solve problems, align priorities, and make intentional decisions about scope and bandwidth to ensure work is sustainable and appropriately resourced.
• Serve as a visible leader on the gym floor by supporting staff, answering questions, and handling customer & staff escalations professional and thoughtfully
• Participate in a leadership team on-call rotation to support operational emergencies and urgent issues when a floor supervisor is not on-site.
• Cross-train across operational areas and step in to support the team during busy periods, staffing shortages, or unexpected situations.
• Help maintain the organization's safety and operational standards by documenting incidents, following emergency protocols, and supporting compliance initiatives
• Actively and creatively contribute to the organization’s marketing efforts by generating ideas, promoting programs and events, and helping showcase the gym's mission.

Qualifications

Required

• 2+ years of operations, hospitality, retail, recreation, or customer service leadership experience
• 1+ years supervising or managing staff
• Strong organizational and project management skills
• Excellent written and verbal communication
• Experience creating or improving operational processes
• Strong technology aptitude and ability to learn new systems quickly
• Current or ability to obtain, prior to working with minors, all required Pennsylvania clearances and certifications, including SafeSport and Pennsylvania Mandated Reporter Training.

Preferred

• Experience in a climbing gym, fitness facility, or recreation environment
• Experience with retail inventory management
• Experience administering membership or scheduling software
• Experience creating SOPs, training documentation, or operational manuals
• Experience with compliance, incident reporting, or emergency preparedness
• Climbing Wall Instructor (CWI) Levels 1-3 Certification

Additional Information

This is a salaried position with an expected compensation range of $35,000 - $75,000 annually, commensurate with experience, qualifications, and demonstrated skills. This role includes:

• Health, dental, and vision insurance, retirement plan, and flexible paid time off
• Flexible overall schedule aligned with the needs of a community-based climbing gym. Evening and weekend availability required for operational support, classes, competitions, and special events. 

• Free gym membership, pro deals, and retail discount

About Happy Valley Partners in Climb

Happy Valley Partners in Climb, LLC is a Pennsylvania-registered Benefit LLC founded by a group of passionate community members committed to preserving and expanding access to climbing and community-focused recreation in the Centre County region.

We are preparing to open a 12,000 sq. ft. full-service indoor climbing facility in Boalsburg, Pennsylvania, featuring approximately 10,000 sq. ft. of climbing wall space for bouldering, top rope, and lead climbing. Our goal is to create a welcoming gathering place where people of all ages and abilities can challenge themselves, build confidence, form lasting connections, and discover a lifelong passion for climbing.

As a Benefit LLC, we are committed to:

• Building community through movement
• Expanding awareness of and access to the benefits of climbing
• Promoting sustainability and environmental stewardship

Equal Employment Opportunity Statement:  Happy Valley Partners in Climb, LLC is an equal employment opportunity employer and is committed to providing equal employment opportunity for all applicants and employees. Happy Valley Partners in Climb, LLC does not unlawfully discriminate on the basis of race, color, sex, religion, age, national origin, ancestry, marital status, protective order status, military status, sexual orientation, citizenship status, genetic information, ancestry, pregnancy or any other characteristic protected by applicable federal, state or local law. Happy Valley Partners in Climb, LLC prohibits harassment of any individual on any of the protected characteristics listed above.