Operations Manager

Operations ManagerThe 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, Sales & Service Overnights, Sales & Service Associates, and Kids' Club Attendants (at clubs with a Kids' Club), and is accountable for front desk and member service, Kids' Club (where applicable), club cleanliness, club retail, and day-to-day club administration.Club Attendants report directly to the Operations Manager, who owns club cleanliness standards and results. The Operations Manager drives club performance in retail, invalid usage, and positive member sentiment. The Operations Manager writes and manages team schedules and is the club's owner for wage-and-hour compliance, ensuring every team member receives compliant meal and rest periods and that timecards are accurate, reviewed, and documented. The extent of hands-on involvement in these duties varies with club size, staffing, and business needs.Team Leadership & DevelopmentDirectly 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 & BreaksMakes and publishes weekly schedules for all direct reports in the company's workforce management system, aligning coverage to member traffic, labor budget, and applicable legal requirements.Incorporates meal and rest breaks into every schedule and adjusts coverage throughout the day as needed to comply with the Company's meal and rest break policy.Reviews timecards regularly for schedule adherence, missed/incorrect time entries, and missed, late, short, or interrupted meal breaks. Resolves exceptions, facilitates time and pay adjustments where needed (or premium payments where required) and confirms documentation and employee attestations are complete and accurate.Reviews and approves timecard edits and exceptions with proper documentation and enforces that all time worked is recorded accurately.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.Member Experience & Front DeskLeads 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 & RetailDrives 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 (clubs with a Kids' Club only)Oversees Kids' Club operations, ensuring child safety, accurate check-in and check-out, appropriate supervision ratios, cleanliness, and compliance with company policy and applicable regulations.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 Kids' Club.Flexes coverage between Kids' Club and general club operations throughout the day to meet member demand and required staffing.Requires all team members working in Kids' Club to have completed all required training and certifications. This includes not allowing team members to work in California Kids' Clubs while children are present unless their TrustLine registration has been confirmed and remains current.Facility, Cleanliness & SafetyClub 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 & AdministrationOversees 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 RelationshipsDirectly manages Club Attendants, Kids' Club Attendants (at clubs with a Kids' Club), Sales & Service Overnights, and Sales & Service Associates.Reports to the General Manager.QualificationsRequired Knowledge, Skills & AbilitiesHigh 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 at clubs with a Kids' Club), or ability to obtain within the company-required timeframe.Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays.Preferred Knowledge, Skills & AbilitiesTwo (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 ConditionsRegularly 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