General Manager

Active Wellness•New York, NY

20d•$115,000 - $125,000•Onsite

About The Position

The Senior Director, Community Programs & Member Experience (General Manager) provides day-to-day operational leadership for 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. The General Manager works with the Executive Director of the May Center to turn strategic priorities into operational execution, lead teams, improve systems and processes, use technology and data, and support an engaging member experience aligned with the May Center’s mission and business objectives. The position leads staff and daily operations, supports membership acquisition and retention, monitors revenue and service performance, and maintains operational procedures, systems, reporting, and compliance. It also includes safety training, responding to injuries or illnesses and security incidents, and providing emergency care to members and guests when needed. The role is based at the 92NY May Center in New York, NY, in a fitness club environment.

Requirements

Four-year college degree.
10 or more 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, able to multitask, and strongly committed 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 preferred.

Responsibilities

Foster a collaborative, accountable, and service-oriented 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 and promote cross-functional collaboration.
Ensure staff maintain required certifications, training, and compliance.
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, and departmental coverage.
Develop operational procedures that improve workflow and efficiency.
Partner with the May Center Director of Operations to maintain operational readiness.
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.
Strengthen community engagement and member relationships.
Lead membership acquisition, 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, and 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, establish system 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 and implement process improvements.
Evaluate staffing models and workflows and recommend innovations that strengthen competitiveness.
Partner with the Executive Director on operational initiatives.
Conduct new employee and quarterly staff safety trainings.
Administer emergency care to members and guests in need of assistance.
Attend Active Wellness site meetings and trainings.
Handle injury, illness, and security incident reporting.
Work as a team with all other departments and perform other duties assigned by the supervisor.

Benefits

Health insurance for full-time employees.
Dental insurance for full-time employees.
Vision insurance for full-time employees.
Health Flexible Spending Account for full-time employees.
Paid Time Off for full-time employees.
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.
Annual bonus potential of $23,000 to $30,000.