Manager, Operations

Boston Bouldering Project, LLC•Somerville, MA

26d

About The Position

The Operations Manager is responsible for guiding the front desk team to create a welcoming, smooth, and high-quality member experience. This role oversees staffing, training, retail, daily operations, and coordination across departments to ensure a consistent, supportive, and community-centered gym environment. The Operations Manager brings vision, leadership, and operational excellence to the hub of the facility.

Requirements

2+ years of leadership experience managing teams of 15+ people.
Strong people management, problem-solving, and communication skills.
Retail operations experience preferred.
Familiarity with Approach, RGP, or other POS/inventory software preferred.
Experience navigating tools such as scheduling platforms, payroll systems, or HRIS is a plus.
Proficiency in Google Suite and Microsoft Office.
Understanding of basic accounting principles and labor budgeting.

Responsibilities

Hire, train, supervise, evaluate, and support growth for all Operations staff.
Schedule team members using efficient, cost-conscious systems within seasonal labor budgets.
Foster a team culture of positivity, accountability, radical candor, and growth mindset.
Lead with clarity in communication, real-time awareness of facility needs, and consistent feedback.
Oversee floor operations and empower Supervisors to manage daily responsibilities.
Support Supervisors in managing key areas such as towel service, retail, supplies, and incident reporting.
Conduct regular performance conversations and maintain up-to-date payroll and HR records.
Model and train the front desk team in behaviors that foster a warm, inclusive, and emotionally safe environment.
Cultivate presence and energetic tone during all guest interactions.
Lead with emotional attunement—especially in the first 60 seconds of a guest’s arrival.
Support the Guided Waiver process and ensure it reflects BP’s standards of intention and connection.
Coach the team to approach every new guest with empathy, clarity, and a human-centered mindset.
Ensure Supervisors and Operations Specialists consistently demonstrate these guest experience practices and hold the team accountable to BP’s standards.
Partner with the Facility Manager to maintain a clean, safe, and efficient environment.
Ensure all gym spaces, supplies, and equipment are maintained at a high standard.
Coordinate towel washing and folding where applicable, or oversee third-party towel service where in place.
Address and resolve facility issues and repairs in a timely manner.
Maintain vision, merchandising standards, inventory levels, and replenishment processes.
Train staff on retail systems, including inventory, POS, and use of software such as Approach or RGP.
Conduct monthly physical inventories and implement retail loss prevention practices.
Develop staff retail knowledge and host brand-specific retail training or events.
Provide on-the-floor leadership during peak hours as needed, especially during high-traffic seasons or events.
Manage department labor and operational budgets in partnership with the GM.
Lead weekly supervisor meetings and participate in management team meetings.
Drive gym-wide events, seasonal promotions, and community-building initiatives.
Cover Operations Specialist shifts and other roles when needed.
Continuously refine workflows for incident reporting, communication, and floor efficiency.
Act as Incident Commander in emergency situations.
Promote risk management awareness and ensure emergency procedures are communicated and upheld.
Support program coverage needs and ensure emergency notification systems are in place.
Lead with attention to loss prevention and safety compliance.