Director of Operations

Flynn Group•Lynchburg, VA

15d•Hybrid

About The Position

Flynn Fitness is seeking a highly motivated and experienced Director of Operations to oversee the daily operations of their assigned market. The ideal candidate will have a proven track record of success in managing multiple locations and teams. The Director of Operations is responsible for overseeing a market of 25+ clubs through a team of Regional and General Managers. This oversight includes all aspects of club-level operations, including revenue management, people oversight, training, physical operations, financial performance, and more. Key performance metrics include revenue performance, cost management, and customer satisfaction. It works closely alongside marketing, human resources, and facilities to ensure the smooth, continuous operations of the clubs.

Requirements

5+ years multi-unit operational experience; preferably in retail, franchise, or hospitality.
Proficient in Microsoft suite.
Strong analytical and presentation skill.
Excellent communication and interpersonal skills.
Ability to analyze data and make data-driven decisions.
Successful completion of background check after offer of employment, in accordance with local, state, and federal laws.
Must be able to travel within the market weekly, plus outside of the market 3-4 times per year.

Nice To Haves

Bachelor's Degree preferred.

Responsibilities

Oversee adoption of operating procedures, ensuring all SOPs are adhered to daily.
Ensure club operations meet all franchisee and franchisor brand standards.
Develop recommendations on club ops to ensure each location is serving its customer base effectively.
Oversee labor scheduling, monitoring labor deployment relative to customer usage to maintain optimal schedules.
Lead team in effective customer service, including conflict resolution and managing escalations.
Manage emergencies, including natural disaster response, civil unrest, and mechanical failures.
Provide regular reporting on club operating metrics, explaining variances and developing plans to expand best practices and address opportunities.
Manage in-club sales performance of new membership and premium upgrades.
Monitor and manage coaching from quality assurance assessments (secret shops).
Meet or exceed metrics related to capture rate, upgrade volume, and cancellation mitigation.
Lead team in developing and executing effective local store marketing.
Maintain positive, revenue generating relationship with local business organizations, tangential retail businesses, and government affiliations.
Partner with Human Resource Business Partners and Recruiting Partners to ensure open positions are filled quickly with high-quality candidates.
Ensure proper interview and hiring protocols are adhered to.
Regularly assess market performance and deploy resources to up-level colleagues needing support.
Provide regular reporting on staffing to senior leadership.
Interview all senior club leadership roles, ensuring the portfolio has strong management.
Develop succession planning for at-risk roles.
Ensure all training is completed on time, including continuous education and follow-up knowledge validation.
Manage employee relations issues (in partnership with human resources).
Develop and maintain a strong, positive morale and culture.
Mentor and develop Regional Managers and General Managers both in and outside your market.
Provide regular status updates to executive leadership.
Prepare monthly and quarterly reports on financial performance.
At times, prepare material and potentially present before the Board of Directors.
Oversee strategic remediation plans for underperforming clubs.
Contribute to/lead company-wide initiatives that improve business operations.