Manager, Member Experience Operations

Planet Fitness•Boston, MA

1d•$150,000 - $175,000•Hybrid

About The Position

The Manager, Member Experience Operations is responsible for supporting the planning, coordination, and execution of strategic member experience initiatives across the Planet Fitness system. This role partners closely with the VP of Member Experience & Innovation and cross-functional stakeholders to manage projects, support operational planning, coordinate implementation efforts, and help bring member-facing programs and experiences to life. The Manager, Member Experience Operations works across Member Experience, Operations, Marketing, Product, Communications, Franchise Support, Corporate Clubs, Fitness, and Analytics to ensure initiatives are organized, aligned, and successfully executed. This role combines strong program management, stakeholder coordination, and operational execution skills with a passion for creating exceptional member experiences. This role follows a hybrid schedule and requires regular, in-person work at our Boston, MA or Hampton, NH office. Our hybrid model is M/T/W in office and TH/F are optional work-from-home. Candidates must reside within commuting distance of one of these locations. Fully remote work is not available for this role.

Requirements

Bachelor's degree in Business Administration, Hospitality Management, Marketing, Communications, Operations Management, Project Management, or a related field required
5+ years of experience in project management, program management, operations, events, customer experience, hospitality, retail, or related fields
Experience supporting large-scale programs, operational rollouts, events, activations, or customer experience initiatives preferred
Proven ability to manage multiple complex, cross-functional projects simultaneously
Strong project management, organization, planning, and execution skills
Experience developing project plans, implementation strategies, executive updates, and stakeholder communications
Strong operational mindset with the ability to translate ideas and strategies into actionable plans
Ability to influence and coordinate stakeholders without direct authority
Extremely detail-oriented, efficient, and organized with an exceptional ability to establish priorities and objectives
Excellent presentation and communication skills along with the ability to communicate effectively across all levels of the organization
Able to establish and maintain effective, collaborative work relationships with diverse individuals, internally and externally
Creative, progressive, thought leadership with the ability to influence teams and stakeholders at all levels of the organization
Strong leadership, coaching, and mentoring skills with the ability to develop talent, drive accountability, and foster high-performing teams
Demonstrated ability to lead through influence, build consensus across cross-functional teams, and drive organizational change
Dedicated learner with a natural curiosity for consistent growth
Exhibits comfort, ease, and flexibility working in an extremely fast-paced, ever-changing, deadline-driven environment
Cooperative team player with an upbeat, positive, “can-do” attitude!

Responsibilities

Supports the planning, coordination, and execution of Member Experience & Innovation initiatives across the organization.
Develops and maintains project plans, timelines, milestones, workstreams, and implementation schedules for multiple concurrent initiatives.
Coordinates cross-functional teams to ensure deliverables are completed on time and project objectives are achieved.
Identifies project risks, dependencies, and operational challenges while partnering with stakeholders to develop solutions.
Supports annual planning, roadmap management, prioritization efforts, and executive reporting across the Member Experience portfolio.
Supports the planning and execution of enterprise member events, club activations, and experience programs across the Planet Fitness system.
Coordinates event timelines, communications, training materials, implementation plans, and launch readiness activities.
Develops and maintains event playbooks, toolkits, implementation guides, and execution resources.
Tracks milestones, deliverables, and action items to ensure successful execution across teams and stakeholders.
Leads post-event recaps, documentation, feedback collection, and continuous improvement efforts.
Supports the implementation of innovation initiatives, pilot programs, and new member experience concepts.
Partners with Design Insights, Fitness, Operations, Marketing, Franchise Support, and other stakeholders to ensure alignment throughout project lifecycles.
Facilitates project meetings, stakeholder reviews, working sessions, and implementation planning activities.
Maintains project documentation, communication plans, and implementation resources to support successful execution.
Supports the transition of successful pilots into scalable programs, processes, and operational practices.
Develops tools, processes, and project management best practices that improve team efficiency and execution.
Maintains visibility into initiative progress through reporting, dashboards, status updates, and project tracking tools.
Supports budget tracking, vendor coordination, and implementation logistics as needed.
Identifies opportunities to streamline processes, improve collaboration, and enhance cross-functional execution.
Helps establish scalable approaches for launching and managing member experience programs across the Planet Fitness system.