Head of Operations & Business Management

Operations Manager
The Operations manager is responsible for supporting the overall success of the club by leading daily operations, delivering an exceptional member experience, developing high-performing teams, and driving business results. This role partners with the Club Manager to achieve revenue goals through member acquisition, retention, retail performance, operational excellence, and team accountability. The Operations Manager oversees front desk operations, member services, Kids Club, and club standards while fostering a positive, engaging environment for members, guests, and team members. This individual serves as the manager on duty in the absence of the Club Manager and helps ensure the club operates efficiently, safely, and profitably.
Leading, coaching, and developing team members to consistently deliver exceptional member experiences and achieve individual and club performance goals.
Supporting overall club revenue through membership growth, member retention, retail performance, and operational excellence.
Monitoring key business metrics and identifying opportunities to improve revenue, member engagement, operational efficiency, and profitability.
Fostering a culture of accountability, teamwork, and continuous improvement while modeling company values and leadership behaviors.
Overseeing the daily operations of the club, including front desk, Kids Club, cleanliness, facility presentation, inventory, and member service standards.
Recruiting, hiring, onboarding, training, coaching, and developing team members.
Partnering with department leaders to improve member satisfaction, retention, and overall club performance.
Ensuring company policies, operational procedures, and safety standards are consistently followed.
Managing retail and concession operations, including merchandising, inventory, and revenue optimization.
Minimizing revenue leakage through accurate operational processes, inventory controls, and proactive member account management.
Supporting member retention by resolving concerns promptly, managing cancellations according to company procedures, and creating positive member experiences.
Overseeing the member feedback process and implementing improvements based on member insights.
Assisting with payroll administration, scheduling, and workforce planning to ensure accurate payroll and appropriate staffing levels.
Managing purchasing of janitorial supplies, office supplies, forms, and operational equipment within budget.
Supporting club marketing initiatives, community outreach, events, and promotions that increase membership engagement and business growth.
Bachelor's degree preferred.
Minimum of 1 years of leadership or management experience in fitness, hospitality, retail, or a related customer-focused industry.
Experience leading teams, improving operational performance, and achieving business goals.
Strong leadership, coaching, and interpersonal skills.
Demonstrated ability to drive business performance through member experience, operational excellence, and team development.
Proficiency with Microsoft Office and the ability to learn new software systems.
Ability to manage multiple priorities in a fast-paced environment.
Knowledge of fitness club operations is preferred.
Ability to stand or sit for extended periods throughout the workday.
Ability to communicate effectively in person and by telephone.
Regular exposure to moving mechanical equipment within the club.
Flexibility to work evenings, weekends, and holidays as business needs require.