Head of Operations Management (m/w/d)

Overview

Are you looking to combine work, fitness, and fun? Are you an energetic, enthusiastic leader who helps people meet their fitness goals? Join our team at Crunch Fitness! As a member of the Crunch Fitness family you will receive a competitive salary with benefits and complimentary club membership.

Competitive salary with benefits

Complimentary club membership

About Crunch

Crunch Fitness is committed to helping our team members and members become the best version of themselves. We believe fitness is accessible, affordable, and a way of life for everyone. Our “NO JUDGMENTS” philosophy creates a welcoming environment for people of all backgrounds and goals.

Description

The Operations Manager (OM) ensures that our clubs deliver the best guest and member experience.

Communicate and uphold company standards, leading by example to deliver the “NO JUDGMENTS” philosophy.

Ensure team members consistently execute the basics: punctuality, dress code, friendliness and cleanliness.

Support member retention by advocating for high‑quality member experiences and efficient operational processes.

Work closely with the club manager to hire, train and develop a strong team of Member Service Representatives, Kids’ Club professionals, and Porters.

Achieve department targets for member service, cleanliness, revenue, and retention.

Maintain a clean and safe facility for both members and employees.

Deliver exceptional member service, engage members regularly, and conduct satisfaction surveys.

Resolve member concerns and complaints professionally.

Monitor club facilities and equipment, escalating issues that detract from the member experience.

Instill a sense of teamwork across club functions.

Drive revenue goals in retail, drinks, and ancillary revenue.

Plan and implement promotions and merchandising with the club manager.

Ensure retail is optimally merchandised and that merchandise transfers follow company policy.

Oversee Kids’ Club operations, enforce policies, adult‑to‑child ratios, maintain training requirements, and ensure safety.

Implement new operational procedures and perform compliance checks.

Mediates team‑member relations matters.

Ensure all systems and standard operating procedures are accurately followed.

Manage inventory receiving, control activities, and prepare reports.

Maintain a high‑performing member service team aligned with company values.

Conduct meetings with direct reports, review performance, motivate staff, and identify growth opportunities.

Coach staff with guidance from the club manager, District Manager, and Human Resources.

Qualifications

1–2 years of experience in customer service or operations.

Preferred: management experience in fitness, retail, or hospitality leading 3–10 employees.

Face‑to‑face customer service experience.

Strong interpersonal and communication skills, including proper telephone etiquette.

Strong organizational skills to handle multiple tasks.

Basic record‑keeping practices and procedures.

Computer proficiency in Word, Excel, and office equipment.

Certifications / Educational Requirements

High School diploma or GED.

Bachelor’s degree preferred.

Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required.

Physical Requirements

Work in club office and move about club floors and rooms; create club paperwork; communicate with employees, members, and public.

Access and operate company computer system, prepare documents, enter data, read reports, email.

Regular exposure to moving mechanical parts.

Occasional loud noise level.

Extended workdays, weekends, and holidays as needed.

Travel by car and airplane up to 10% of the time.

Benefits

Free club membership.

Employee discounts.

Paid time off.

Health benefits for full‑time employees.

Comprehensive benefits for eligible employees.

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