Operations Manager

Operations Manager

The Operations Manager partners with the General Manager to run a clean, safe, and welcoming club and deliver an exceptional member experience. This role leads the club's front-line operations team, including Club Attendants, Kids' Club Attendants, and Sales & Service Associates, and is accountable for front desk and member service, Kids' Club, club cleanliness, club retail, and day-to-day club administration.

Team Leadership & Development

• Directly supervises Sales & Service Associates, Kids' Club Attendants, and Club Attendants; partners with the General Manager on recruiting, interviewing, and selection.
• Onboards and trains new team members on service standards, club systems, safety procedures, and timekeeping, and ensures required training and certifications are completed and current.
• Coaches team members in the moment, conducts performance conversations and reviews, and recommends pay, promotion, and corrective action to the General Manager.
• Addresses employee relations concerns promptly and fairly, escalating to the General Manager and Human Resources when appropriate.
• Processes new hire paperwork and personnel changes accurately and on time in the company's HR systems.

Scheduling, Timekeeping & Meal/Rest Compliance

• Writes and publishes weekly schedules for all direct reports in the workforce management system, aligning coverage to member traffic, labor budget, and applicable state and local scheduling requirements.
• Builds compliant meal and rest periods into every schedule and adjusts coverage throughout the day so breaks are taken on time and are fully relieved.
• Reviews timecards daily for missed, late, short, or interrupted meal and rest periods; resolves exceptions, ensures any required premiums are paid, and confirms documentation and employee attestations are complete.
• Reviews and approves timecard edits and exceptions with proper documentation, and enforces that all time worked is recorded (no off-the-clock work).
• Ensures compliance with minor work-hour restrictions and work permit requirements, where applicable.
• Monitors labor hours and overtime against budget and reports variances and corrective actions to the General Manager.
• Holds the team accountable to scheduling and timekeeping policies through coaching and documentation, and supports meal and rest audits with the General Manager and Human Resources.

Member Experience & Front Desk

• Leads front desk operations, including member check-in, guest registration, membership inquiries, account updates, and support for digital check-in and the mobile app.
• Resolves member concerns quickly and professionally, escalating to the General Manager when needed.
• May support membership sales activity, including upgrades, add-ons, and Personal Training referrals, and steps in to assist members and team members on sales matters when needed, as business needs require; this role does not own club sales goals.
• Works front desk shifts as needed to support coverage and model service standards.

Club Performance & Retail

• Drives club performance in retail, invalid usage, and positive member sentiment; reviews results with the General Manager and leads the team in action planning to improve them.
• Drives club retail and owns daily retail tasks, including merchandising, product presentation, merchandise transfers, inventory receiving and control, and inventory reports, in accordance with company policy.
• Builds positive member sentiment through visible floor presence, regular member engagement and satisfaction surveys under company guidelines, quick issue resolution, and consistent service standards across the team.

Kids' Club

• Oversees Kids' Club operations, ensuring child safety, accurate check-in and check-out, appropriate supervision ratios, cleanliness, and compliance with company policy and applicable state requirements.
• Ensures incidents are documented and escalated according to company procedures and that parents and members are communicated with appropriately.
• Controls child entry and exit, including authorized-pickup verification, and schedules the Kids' Club to meet required supervision ratios.
• Trains and develops Kids' Club Attendants on child-safety procedures and supervises child activity and behavior in the room.
• Flexes coverage between Kids' Club and general club operations throughout the day to meet member demand and required staffing.
• Ensures only team members who have completed the required training and certifications work in the Kids' Club.

Facility, Cleanliness & Safety

• Club Attendants report directly to the Operations Manager, who is accountable for club cleanliness; leads Club Attendants to deliver a clean, safe, and well-maintained club, sets cleaning schedules and checklists, verifies completion, and holds the team accountable to cleanliness standards.
• Conducts daily facility walk-throughs, submits equipment and facility work orders, and partners with Facilities Maintenance and outside vendors on repairs.
• Ensures emergency and safety procedures are followed, including incident reporting, chemical safety and Safety Data Sheet (SDS) access, and AED/first aid readiness.

Club Operations & Administration

• Oversees point-of-sale operations, cash handling, daily deposits, supply ordering, and daily and weekly reporting in accordance with company policy and audit standards.
• Implements new operational procedures and conducts routine compliance checks on club systems and team performance.
• Supports the General Manager in executing promotions and club events.

Organization Relationships

• Directly manages Club Attendants, Kids' Club Attendants, and Sales & Service Associates.
• Reports to the General Manager.

Qualifications

Required Knowledge, Skills & Abilities

• High school diploma or GED.
• Minimum of one (1) year of supervisory or team lead experience in a fitness, hospitality, retail, or customer service environment.
• Experience building employee schedules and managing labor hours to a budget.
• Working knowledge of wage-and-hour practices, including meal and rest periods and timekeeping, or the ability to learn and apply them quickly.
• Strong communication, coaching, and conflict-resolution skills with a member-first service mindset.
• Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
• Proficient with POS, scheduling/timekeeping systems, Microsoft 365, and mobile/tablet-based tools.
• Current CPR/AED certification (including infant and child CPR and First Aid for Kids' Club coverage), or ability to obtain within the company-required timeframe.
• Ability to obtain and maintain state-required childcare certification and background clearance for the work location, including California TrustLine registration where applicable.
• Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays.

Preferred Knowledge, Skills & Abilities

• Two (2) or more years of supervisory experience in a multi-department club, hospitality, or retail setting.
• Experience in childcare, youth programming, or a licensed child-care environment.
• Experience with workforce management and timekeeping systems, including multi-state (e.g., California) wage-and-hour requirements.
• Bilingual (English/Spanish or other languages relevant to the club's community).
• Associate's or bachelor's degree in business, hospitality, kinesiology, or a related field.

Physical Demands/ Environmental Conditions

• Regularly stands and walks for extended periods; frequently bends, reaches, and uses hands to operate computers and club equipment.
• Occasionally lifts and/or moves up to 25 pounds (e.g., supplies, towels, retail product).
• Works in an active club environment with music, varying noise levels, and exposure to cleaning products used in accordance with SDS guidance.

Travel Requirement

• Minimal (less than 10%); occasional travel to nearby clubs or company training as needed.

Benefits at 24

In line with our mission to create a healthier, happier world, we offer comprehensive benefits to help our team members do just that. We offer benefits such as paid time off, medical