General Manager

Kidstrong General Manager

The General Manager (GM) is the leader and business owner of the KidStrong center. The GM is accountable for delivering an exceptional experience for kids and families while driving strong business results, developing a high-performing team, and ensuring consistent execution of KidStrong standards. The GM owns the center's day-to-day performance, including membership growth, sales conversion, member retention, staffing, coach development, operational excellence, customer experience, and center profitability.

Successful General Managers are proactive, highly accountable, coachable, results-driven leaders who set clear expectations, develop their team, solve problems quickly, and lead from the front.

Key Responsibilities

Center Performance & Operations

• Own the overall performance and day-to-day operations of the center.
• Understand, monitor, and actively manage key center KPIs, including sales, conversion, membership growth, retention/attrition, labor, events, and other financial and operational metrics.
• Develop and execute action plans when center performance falls below expectations.
• Deliver an exceptional member experience and build strong relationships with KidStrong families.
• Ensure KidStrong brand, operational, safety, cleanliness, and facility standards are consistently maintained.
• Ensure daily, weekly, and monthly center tasks are completed through effective delegation, follow-up, and accountability.
• Manage center-level employee issues and maintain appropriate documentation in accordance with company policies.
• Create and manage staff schedules based on center demand, programming needs, labor targets, and team availability.
• Schedule, promote, and drive participation in KidStrong events, including camps, parties, and special events.
• Maintain a visible and engaged leadership presence during key center operating hours.
• Typical schedule includes four weekday shifts and one weekend shift, with hours based on the needs of the business.

Sales, Growth & Retention

• Own center-level sales performance and consistently work toward established membership and revenue goals.
• Ensure timely and consistent lead follow-up through the Center's CRM.
• Personally participate in lead follow-up, call drives, trial conversion, membership sales, and event booking.
• Train, coach, and hold team members accountable for their contribution to sales and lead-management expectations.
• Ensure online inquiries and self-sign-up opportunities are followed through to completion.
• Monitor trial-to-membership conversion and implement strategies to improve conversion performance.
• Own member retention efforts and proactively address cancellation risks, member concerns, and attrition trends.
• Build relationships within the local community and identify partnerships and events that generate awareness, leads, trials, and memberships.
• Regularly evaluate sales performance and adjust tactics to achieve center goals.

Leadership & Team Development

• Build and maintain a high-performing, positive, and accountable center culture.
• Set clear expectations and consistently hold team members accountable for performance and behavior.
• Foster a coaching culture where feedback is timely, direct, constructive, and focused on continuous improvement.
• Recruit, interview, hire, onboard, train, manage, and evaluate center team members.
• Ensure all required employment documentation, training, and certifications are completed.
• Continuously assess Coach performance based on KidStrong Coach DNA, class quality, member experience, and established performance standards.
• Provide regular feedback, coaching, recognition, and corrective action when necessary.
• Develop team members and identify opportunities for increased responsibility and advancement.
• Manage and support ongoing professional development through LearnUpon and other KidStrong training resources.
• Lead regular center staff meetings focused on culture, development, productivity, programming, sales, and performance.
• Communicate professionally and effectively with center staff and leadership through approved communication platforms.
• Attend required leadership meetings, training sessions, and development opportunities.

Coaching & Program Delivery

• Coach approximately 5–10 hours per week, or as required by business needs.
• Deliver KidStrong curriculum focused on Brain, Physical, and Character development for children approximately 15 months through 11 years old.
• Create positive, engaging interactions with students and families before, during, and after class.
• Understand the "why" behind the KidStrong curriculum and communicate it clearly to coaches and families.
• Model exceptional coaching standards and ensure consistent implementation of KidStrong programming.
• Use KidStrong systems and applications to accurately record attendance, awards, and other required information.
• Maintain the physical ability to work in an active environment, including moving throughout the center and lifting or moving equipment weighing up to approximately 25 pounds.

Results & Accountability

The General Manager is expected to consistently meet established performance expectations and demonstrate measurable progress toward center goals. Performance may be evaluated based on:

• Membership growth and net member count
• Lead response and follow-up
• Trial booking and conversion
• Sales performance
• Member retention and attrition
• Event and ancillary revenue
• Labor management and staffing
• Coach quality and development
• Member experience and satisfaction
• Center cleanliness and operational standards
• Completion of required administrative responsibilities
• Team engagement, accountability, and performance
• Execution of company initiatives and leadership direction

The GM is expected to identify performance gaps early, develop appropriate action plans, communicate challenges to leadership, and take ownership of results.

Qualifications

• Previous management and team leadership experience required.
• Demonstrated ability to lead teams, manage performance, and achieve measurable business results.
• Sales, membership, fitness, hospitality, retail, or other customer-facing business experience strongly preferred.
• Experience working with or coaching children ages approximately crawling–11 years preferred.
• Passion for working with children and families is essential.
• Ability and willingness to have direct conversations regarding performance, accountability, and customer concerns.
• Strong organizational, time-management, and problem-solving skills.
• Comfortable working in a goal-oriented and KPI-driven environment.
• Ability to learn and effectively use Google Workspace, Microsoft platforms, and other business systems.
• Experience with GloFox, Podium, Slack, HubSpot, or similar platforms preferred but not required.
• Working knowledge of exercise techniques, physiology, and body mechanics preferred.
• Must achieve KidStrong Coach Certification and complete all required KidStrong training.
• CPR certification required or must be obtained within the required timeframe.

Leadership Expectations

Ownership & Accountability

• Takes responsibility for center results and follows through on commitments.
• Identifies problems and proactively develops solutions.
• Holds self and others accountable to established expectations.

High Standards

• Establishes and maintains high standards for performance, customer experience, coaching, cleanliness, and professionalism.

Natural Leader

• Creates and embodies a positive, high-performing culture.
• Takes initiative and leads from the front.

Leads by Example

• Sets the standard through actions, effort, attitude, and consistency.

Results Driven

• Remains focused on center goals and measurable outcomes.
• Creates action plans and follows through until results are achieved.

Command Presence

• Communicates expectations clearly and confidently.
• Upholds KidStrong values and provides direction during challenging situations.

Teacher & Mentor

• Effectively transfers knowledge and develops