General Manager

Active Wellness•New York, NY

3d•$115,000 - $125,000•Onsite

About The Position

The Senior Director, Community Programs & Member Experience (General Manager) leads the day-to-day operations 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 function, with responsibility for operational excellence, service quality, revenue, and retention goals. Working with the Executive Director of the May Center, the General Manager turns strategic priorities into operational execution by developing strong teams, improving systems and processes, using technology and data, and supporting an engaging member experience aligned with the May Center’s mission and business objectives. The role leads and develops department staff; manages operational coverage, procedures, service standards, and business systems; and improves member acquisition, engagement, satisfaction, and retention. It monitors business and service metrics, supports revenue performance, coordinates with Marketing and other departments, and implements process improvements. The position also conducts safety training, provides emergency care when needed, and handles injury, illness, and security incident reporting. The position is full-time at the 92NY May Center in New York, NY. The stated base salary range is $115,000–$125,000 per year, with annual bonus potential of $23,000–$30,000. Compensation depends on factors including location, specialty, certifications, experience, and business needs.

Requirements

Four-year college degree.
At least 10 years of progressive leadership experience in health and fitness, hospitality, recreation, or membership operations.
Experience leading multidisciplinary teams and managing budgets.
Proficiency in Microsoft 365 and enterprise business systems.
Excellent leadership and analytical skills.
Strong commitment to customer service and member engagement.
Detail-oriented, organized, results-oriented, and able to multitask, with a strong commitment to the fitness industry.
Strong verbal and written communication skills.
AED/CPR/First Aid certification.
Proof of citizenship or legal status.
Ability to take responsibility for the health and safety of others.
Ability to stand for several hours in the same shift and lift 25 pounds.
Must follow OSHA, 92NY, and Active Wellness safety standards.

Nice To Haves

Experience with Salesforce and membership management systems.

Responsibilities

Foster a collaborative, accountable, and service-oriented team culture.
Lead, mentor, coach, and evaluate the Director of Member Experience, Fitness Director, Sales Team, Welcome Desk, and assigned staff.
Recruit, onboard, and develop team members; conduct performance reviews and establish measurable goals.
Lead department meetings, promote cross-functional collaboration, and ensure staff certifications, training, and compliance are maintained.
Direct day-to-day operations of Membership, Personal Training, the Pro Shop, and the Himan Brown Senior Program Membership Sales function.
Manage staffing schedules, payroll administration, departmental coverage, and operational procedures.
Partner with the May Center Director of Operations to maintain operational readiness and ensure adherence to service standards, policies, and procedures.
Champion a service-first culture and improve member acquisition, onboarding, engagement, retention, and satisfaction.
Monitor member feedback, Net Promoter Scores, and service metrics; resolve member concerns professionally and proactively.
Lead membership acquisition and retention and personal training growth; drive Pro Shop and Himan Brown revenue performance.
Monitor sales, conversion, utilization, and retention KPIs; partner with Marketing on promotions and outreach; align operations, staffing, and programming with revenue goals.
Serve as operational lead for Salesforce, Traction Rec, UPACE, MXM, POS systems, and future systems.
Maintain data integrity and reporting accuracy; train staff on systems; establish best practices; and optimize workflows, reporting, automation, and integrations.
Use CRM and operational data to improve performance and decision-making; oversee membership administration, payroll coordination, revenue recovery, reporting, and compliance.
Analyze operational and financial performance metrics, implement process improvements, evaluate staffing models and workflows, and recommend innovations.
Partner with the Executive Director on operational initiatives.
Conduct new employee and quarterly staff safety trainings.
Administer emergency care to members and guests who need assistance.
Attend Active Wellness site meetings and trainings.
Handle injury, illness, and security incident reporting.
Work collaboratively with all other departments and perform other duties as assigned by the supervisor.

Benefits

Health insurance (full-time)
Dental insurance (full-time)
Vision insurance (full-time)
Health Flexible Spending Account (full-time)
Paid Time Off (full-time)
Parking and transit Flexible Spending Accounts
401(k), eligible after one year of service and 1,000 work hours
Legal Support Plan
Employee Assistance Program and mental health support service
Complimentary club membership and discounts on Active products, where applicable