Operations Manager

24 Hour Fitness USA • Irvine, CA

13d

About The Position

The Operations Manager partners with the General Manager to run a clean, safe, and welcoming club and deliver an exceptional member experience. This role leads front-line operations team members, including Club Attendants, Sales & Service Overnights, Sales & Service Associates, and Kids' Club Attendants at clubs with a Kids' Club. The role is accountable for front desk and member service, Kids' Club where applicable, club cleanliness, club retail, and day-to-day club administration. Club Attendants report directly to the Operations Manager, who owns cleanliness standards and results. The Operations Manager drives club performance in retail, invalid usage, and positive member sentiment; creates and manages team schedules; and oversees wage-and-hour compliance, including compliant meal and rest periods and accurate, reviewed, and documented timecards. Hands-on involvement varies with club size, staffing, and business needs.

The Operations Manager directly supervises front-line staff and partners with the General Manager on recruiting and selection. They onboard, train, coach, and develop team members; handle performance and employee relations matters; and process hiring and personnel documentation. The role manages weekly schedules, timekeeping exceptions, breaks, labor hours, and overtime against budget. It leads front desk operations and member issue resolution, supports sales activity when needed without owning club sales goals, and works front desk shifts as required.

The role drives retail execution and member satisfaction, and oversees Kids' Club operations where applicable, including child safety, check-in and check-out, staffing ratios, required training, and compliance. It leads cleaning and facility upkeep, conducts walk-throughs, coordinates repairs, and ensures safety procedures are followed. It also oversees point-of-sale operations, cash handling, deposits, supply ordering, reporting, operational procedures, compliance checks, promotions, and club events.

Operations Managers report to the General Manager. At California locations with a Kids' Club, they must successfully register with TrustLine and maintain current registration to work in the Kids' Club when children are present. The role requires a flexible schedule that may include early mornings, evenings, weekends, and holidays. Travel is minimal, less than 10%, with occasional travel to nearby clubs or company training.

Requirements

• High school diploma or GED.
• At least one year of supervisory or team lead experience in a fitness, hospitality, retail, or customer service environment.
• Experience building employee schedules and managing labor hours to a budget.
• Working knowledge of wage-and-hour practices, including meal and rest periods and timekeeping, or ability to learn and apply them quickly.
• Strong communication, coaching, and conflict-resolution skills, with a member-first service mindset.
• Strong organizational skills and ability to prioritize multiple tasks in a fast-paced environment.
• Proficiency with point-of-sale systems, scheduling and timekeeping systems, Microsoft 365, and mobile/tablet-based tools.
• Current CPR/AED certification, including infant and child CPR and First Aid at clubs with a Kids' Club, or ability to obtain certification within the company-required timeframe.
• Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays.
• For Operations Managers working at California locations with a Kids' Club: provide fingerprints, successfully register with TrustLine, provide confirmation of registration, and maintain registration throughout employment; work in Kids' Club with children present is prohibited unless registration is confirmed.

Nice To Haves

• Two or more years of supervisory experience in a multi-department club, hospitality, or retail setting.
• Experience in childcare, youth programming, or a licensed child-care environment.
• Experience with workforce management and timekeeping systems, including multi-state wage-and-hour requirements such as California requirements.
• Bilingual ability in English/Spanish or other languages relevant to the club's community.
• Associate's or bachelor's degree in business, hospitality, kinesiology, or a related field.

Responsibilities

• Directly supervise Sales & Service Associates, Kids' Club Attendants where applicable, and Club Attendants; partner with the General Manager on recruiting, interviewing, and selection.
• Onboard and train team members on service standards, club systems, safety procedures, and timekeeping; ensure required training and certifications are completed and current.
• Coach team members, conduct performance conversations and reviews, recommend pay, promotions, and corrective action, and address employee relations concerns, escalating as appropriate.
• Process new-hire paperwork and personnel changes accurately and on time in company HR systems.
• Create and publish weekly schedules for direct reports based on member traffic, labor budgets, and legal requirements; incorporate meal and rest breaks and adjust coverage as needed.
• Review timecards for schedule adherence and time-entry or break exceptions; resolve exceptions, facilitate time and pay adjustments or required premium payments, and ensure accurate documentation and attestations.
• Approve timecard edits and exceptions with proper documentation, ensure all work time is recorded accurately, and coach the team on scheduling and timekeeping policies.
• Monitor labor hours and overtime against budget and report variances and corrective actions to the General Manager.
• Lead front desk operations, including member check-in, guest registration, membership inquiries, account updates, and support for digital check-in and the mobile app.
• Resolve member concerns promptly and professionally; escalate issues to the General Manager when needed.
• Support membership sales activity, such as upgrades, add-ons, and Personal Training referrals, and work front desk shifts as needed; the role does not own club sales goals.
• Drive club performance in retail, invalid usage, and positive member sentiment; review results with the General Manager and lead improvement planning.
• Manage daily retail tasks, including merchandising, product presentation, merchandise transfers, inventory receiving and control, and inventory reports.
• Build member sentiment through visible floor presence, member engagement, satisfaction surveys under company guidelines, issue resolution, and consistent service standards.
• Oversee Kids' Club operations where applicable, including child safety, check-in and check-out, supervision ratios, cleanliness, policy and regulatory compliance, incident reporting, and communication with parents and members.
• Control child entry and exit, verify authorized pickups, schedule required Kids' Club supervision coverage, and train and supervise Kids' Club Attendants.
• Ensure Kids' Club team members have required training and certifications; at California clubs, do not allow work in the Kids' Club with children present unless TrustLine registration is confirmed and current.
• Adjust coverage between Kids' Club and general club operations to meet member demand and staffing requirements.
• Lead Club Attendants in maintaining a clean, safe, and well-maintained club; establish cleaning schedules and checklists, verify completion, and enforce cleanliness standards.
• Conduct daily facility walk-throughs, submit equipment and facility work orders, and coordinate repairs with Facilities Maintenance and outside vendors.
• Ensure emergency and safety procedures are followed, including incident reporting, chemical safety and SDS access, and AED and first-aid readiness.
• Oversee point-of-sale operations, cash handling, daily deposits, supply ordering, and daily and weekly reporting in accordance with company policy and audit standards.
• Implement operational procedures and conduct routine compliance checks on club systems and team performance.
• Support the General Manager in executing promotions and club events.

Benefits

• Paid time off.
• Medical coverage.
• Dental coverage.
• 401(k) with match for qualifying positions.
• Free gym membership.
• Discounts on products and personal training.
• Employee Resource Groups and opportunities to participate in community events in person and virtually.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED