Operations Lead

About the role

The Operations Lead at 24 Hour Fitness ensures the club delivers an outstanding member experience by supporting daily operations, facility upkeep, and member service. This role involves driving club performance, leading team members, managing member issues, and fostering a positive culture.

Responsibilities

• Drive club performance by executing daily operational standards that support retail budget, improving IMU, and growing membership.
• Serve as Manager on Duty during assigned shifts, ensuring a clean, safe, welcoming, and efficient club environment.
• Lead and direct Club Attendants and Sales & Service Team Members to deliver consistent service behaviors and operational execution.
• Proactively address member concerns and inquiries, assist in member retention through training, and improve club cleanliness.
• Partner with the General Manager to reinforce operational basics and manage resources and inventory.

Requirements

• Familiarity with SMG 360, Power BI, and Net Promoter Score.
• 2 years of customer service experience.
• Experience supervising and directing work of Team Members.
• Availability and willingness to work flexible hours, including early mornings, evenings, and weekends.
• Strong interpersonal and communication skills.
• Certifications in First Aid/CPR or personal training.

Qualifications

• Organizational and problem-solving skills.
• Ability to multitask, prioritize, and follow through on projects.
• Demonstrated critical thinking and resourcefulness in addressing operational challenges.
• Customer service and supervisory experience.
• Experience with budget preparation, sales, and marketing initiatives.

Physical Demands/Environmental Conditions

• Must be able to communicate via phone, email, and in person.
• Ability to sit, stand, or walk for extended periods.
• Ability to lift and move up to 50 pounds of equipment or supplies.
• Exposure to cleaning chemicals, moderate noise, and active members.
• Must adhere to company safety policies and wear appropriate personal protective equipment.

Travel Requirement

• Occasional travel may be required for meetings, training, or prospecting.

Benefits

• Paid time off.
• Medical and dental coverage.
• 401(k) with match for qualifying positions.
• A free gym membership.
• Discounts on products and personal training.
• Variety of Employee Resource Groups.