General Manager

Location: 92NY May Center - New York, NY Pay Transparency: $115,000.00 - $125,000.00 base salary (DOE); plus $23,000.00 - $30,000.00 annual bonus potential; Minimum rates may vary based on local wage laws. Pay depends on factors including site location, specialty, certifications, work experience, and other business needs. Role and Responsibilities The Senior Director, Community Programs & Member Experience (General Manager) is responsible for the day-to-day operational leadership of the May Center's membership-based businesses and member experience functions. The role oversees Membership (Sales, Service and Operations), Personal Training the Pro Shop, and the Himan Brown Membership Sales, ensuring operational excellence, exceptional service, and achievement of revenue and retention goals. Working closely with the Executive Director of the May Center, this position translates strategic priorities into operational execution by leading high-performing teams, optimizing systems and processes, leveraging technology and data, and fostering an engaging member experience that supports the May Center's mission and business objectives. Specific Responsibilities Team Leadership & Development Foster a collaborative, accountable, and service-oriented cultureLead, mentor, coach, and evaluate the Director of Member Experience, Fitness Director, Sales Team, Welcome Desk, and assigned staffRecruit, onboard, and develop high-performing team membersConduct regular performance reviews and establish measurable goalsLead department meetings and promote cross-functional collaborationEnsure staff maintain required certifications, training, and compliance Operational Excellence Direct day-to-day operations of Membership, Personal Training, Pro Shop, and the Himan Brown Senior Program Membership Sales functionManage staffing schedules, payroll administration, and departmental coverageDevelop operational procedures that improve workflow and efficiencyPartner with May Center Director of Operations to maintain operational readinessEnsure consistent adherence to service standards, policies, and procedures Member Experience & Community Champion a service-first culture throughout the May CenterImprove member acquisition, onboarding, engagement, retention, and satisfactionMonitor member feedback, Net Promoter Scores, and service metricsResolve member concerns professionally and proactivelyStrengthen community engagement and member relationships Membership, Sales & Business Operations Lead membership acquisition, retention, and personal training growthDrive Pro Shop and Himan Brown revenue performanceMonitor KPIs including sales, conversion, utilization, and retentionPartner with Marketing on promotions and outreachAlign operations, staffing, and programming with revenue goals Technology & Business Systems Serve as the operational lead for Salesforce, Traction Rec, UPACE, MXM, POS systems, and futureMaintain data integrity and reporting accuracyTrain staff and establish system best practicesOptimize workflows, reporting, automation, and integrationsUse CRM and operational data to improve performance and decision-makingOversee membership administration, payroll coordination, revenue recovery, reporting, and compliance Other Functions Analyze operational and financial performance metricsImplement process improvements that enhance efficiency and serviceEvaluate staffing models and workflowsRecommend innovations that strengthen competitivenessPartner with the Executive Director on operational initiativesConduct new employee and quarterly staff safety trainingsAdminister emergency care to members and guests in need of assistanceAttend Active Wellness site meetings and trainingsHandle injury and illness and security incident reportingWork as a TEAM with all other departmentsOther duties and responsibilities as assigned by supervisor Qualifications Qualifications and Education Requirements 4-year college degree10+ years of progressive leadership experience in health and fitness, hospitality, recreation, or membership operationsExperience leading multidisciplinary teams and managing budgetsExperience with Salesforce and membership management systems preferredProficiency in Microsoft 365 and enterprise business systemsExcellent leadership and analytical skillsStrong commitment to customer service and member engagementMust be detail oriented, organized, results oriented, able to multitask and have a strong commitment to the fitness industryStrong verbal and written communication skillsAED/CPR/First Aid CertifiedProof of citizenship or legal status Physical and Working Conditions Ability to take responsibility for the health and safety of othersAbility to stand for several hours in the same shift; ability to lift 25 lbs.Fitness club environmentMust follow OSHA, 92NY and Active Wellness safety standards Benefits Health, Dental and Vision Insurance (Full Time)Health Flexible Spending Account (Full Time)Paid Time Off (Full Time)Parking & Transit Flexible Spending Accounts401(k) (Eligible after 1 year of service + 1000 work hours)Legal Support PlanEmployee Assistance Program & Mental Health Support ServiceComplimentary Club Membership and Discounts on Active Products (where applicable) This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department. Active Wellness LLC is an equal opportunity employer #zr