Momentum Naperville General Manager

General ManagerMomentum Indoor Climbing is a community-driven indoor climbing company with locations across Utah, Texas, and Washington. Founded in Utah, Momentum was created to inspire and empower people through climbing, fitness, and connection. Our gyms bring together people of all backgrounds and experience levels to challenge themselves, build friendships, and grow in a supportive environment. With world-class route setting, expert instruction, and a strong focus on community, Momentum is dedicated to helping every climber reach their full potential.Momentum is seeking a highly motivated and experienced individual to serve as General Manager (GM) at our new industry-leading indoor climbing facility in Naperville, IL. The GM oversees all aspects of facility operations, ensuring a safe, welcoming, and professional environment for members, guests, and staff. The priority of this role is to lead with integrity, prioritize safety and customer service, and foster a culture where staff can thrive and the community can grow. As this is a new location, there are a number of additional responsibilities, typical to the launch of a new location, that will fall within the scope of the General Manager before the facility opening.While the GM does not directly manage Routesetting and Programs (including Youth Programs, Climbing School, and Yoga), they are responsible for everything that happens within their facility. This includes working closely with the managers of those departments to ensure strong alignment, providing feedback on how those departments operate within the gym, and supporting company-wide standards. The GM directly manages the Gym Operations, Facility, and Retail staff.Roles and ResponsibilitiesFacility Leadership and OversightTake full ownership of the successful day-to-day operation of the facility.Collaborate with all department managers to ensure consistency, safety, and quality across the gym.Lead by example and consistently apply company policies and expectations across the facility.Ensure staff are trained in safety and emergency response procedures, and respond appropriately to urgent issues, including administering first aid and assisting with climbing rescues when qualified.Staff ManagementDirectly manage the Gym Operations, Facility, and Retail teams, including hiring, onboarding, training, and performance management.Create and manage staff schedules to ensure appropriate coverage during all operating hours, peak periods, and events.Review and approve employee timecards and manage time-off requests in accordance with company policies.Conduct regular check-ins and annual reviews, provide ongoing coaching and feedback, and address performance or disciplinary concerns in accordance with Momentum's compensation structure and HR policies.Collaborate with Program and Routesetting managers to support their teams and provide feedback about departmental operations within the gym.Lead monthly all-staff meetings and maintain a culture of communication, accountability, and collaboration.Customer Service and Community DevelopmentEnsure every guest and member feels welcome, safe, and supported.Engage directly with the community, support membership retention and first-time visitor initiatives, and model exceptional customer service standards for staff.Ensure member concerns, customer inquiries, emails, online reviews, and other feedback are addressed professionally and promptly.Create a positive and inclusive environment that reflects Momentum's commitment to community building.Marketing and Community EngagementCoordinate with the Marketing Department to implement outreach strategies that support membership acquisition, retention, and program participation.Support marketing campaigns at the facility level and lead staff in executing promotional goals.Plan, staff, host, and promote community events in collaboration with other department managers.Operations and Retail ManagementOversee POS operations, including daily closeouts, cash handling, and financial accuracy.Oversee retail operations in coordination with the Regional Retail Manager, including inventory counts, product reordering, merchandising, and staff training.Manage facility maintenance, cleaning, IT coordination, and supply ordering to maintain a professional, safe, and well-stocked facility.Maintain an accurate facility calendar and respond to donation requests in accordance with company guidelines.Ensure that all rules, policies, and risk management protocols are followed and clearly communicated to staff and members.Requirements and Physical DemandsExperience, Skills, and CertificationsBachelor's degree or equivalent work experience required.At least 5 years of climbing experience with enthusiasm for the sport (experience in bouldering, sport, and trad preferred).Minimum 3 years of experience in people management, customer service, and operational leadership.Strong organizational skills with the ability to manage multiple priorities in a dynamic environment.Excellent communication skills in person, on the phone, and in writing.Proficient with Microsoft Office and Google Workspace tools.Current First Aid and CPR certifications required (or ability to obtain within the first 3 months).Hours and AvailabilityFull-time salary exempt position, 40 hours/week.Minimum 32 hours/week in the facility, with up to 8 hours/week of off-site work allowed.Required to work at least one evening shift per week and two weekend shifts per month.Maintain a visible leadership presence during peak operating periods and adjust the schedule as needed for events, coverage, and facility needs.Environmental and Physical DemandsComfortable working in a loud, high-energy environment.Ability to speak in front of and provide instruction to large groups.Comfortable working at height and moving up and down climbing walls.Capable of standing and walking on unstable surfaces for extended periods.Able to lift, move, and carry up to 50 lbs regularly.Ability to balance, kneel, pull, push, and grasp objects as needed.Visual acuity to assess fine details such as harness buckles, knots, and belay techniques.Compensation, Benefits, and PerksStarting salary between $72,000-$78,000, depending on experienceHealth insurance and 401(k) retirement savings plan (eligibility requirements apply)Paid time off (PTO) and holiday payComplimentary membership to all Momentum facilities20% discount on Momentum classes, programs, and retailAccess to outdoor industry pro-deals