Operations Manager

24 Hour Fitness USA • San Ramon, CA

13d

About The Position

The Operations Manager partners with the General Manager to run a clean, safe, welcoming club and deliver an exceptional member experience. The role leads front-line operations employees and is accountable for front desk and member service, Kids' Club operations where applicable, club cleanliness, retail, and day-to-day administration. The Operations Manager directly manages Club Attendants, Kids' Club Attendants where applicable, Sales & Service Overnights, and Sales & Service Associates, and reports to the General Manager.

The Operations Manager manages weekly schedules, labor hours, timecards, meal and rest breaks, and wage-and-hour compliance. The role leads onboarding, training, coaching, performance management, and employee relations, and processes hiring paperwork and personnel changes. The position drives retail performance, invalid usage results, and positive member sentiment, supports member service and front desk operations, and oversees retail inventory and merchandising.

At clubs with a Kids' Club, the Operations Manager oversees child safety, staffing ratios, check-in and check-out, incident documentation, team training, and required certifications. For California locations with a Kids' Club, the manager must maintain confirmed TrustLine registration to work in the Kids' Club when children are present.

The role also oversees cleanliness standards, facility walk-throughs, work orders, emergency and safety procedures, point-of-sale operations, cash handling, deposits, supply ordering, reporting, and operational compliance. Hands-on involvement varies with club size, staffing, and business needs. The position requires a flexible schedule, including early mornings, evenings, weekends, and holidays, and minimal travel (less than 10%) may be needed.

Requirements

• High school diploma or GED.
• At least one year of supervisory or team-lead experience in fitness, hospitality, retail, or customer service.
• Experience creating 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 POS 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.
• At California locations with a Kids' Club, ability to provide fingerprints, successfully register with TrustLine, and maintain confirmed registration throughout employment in this position.
• Regularly stand and walk for extended periods; frequently bend, reach, and use hands to operate computers and club equipment; occasionally lift or move up to 25 pounds.
• Work in an active club environment with music, varying noise levels, and exposure to cleaning products used in accordance with SDS guidance.

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 in English and Spanish or another language 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, promotion, and corrective action to the General Manager, and address employee relations concerns.
• Process new-hire paperwork and personnel changes accurately and on time in company HR systems.
• Create and publish weekly schedules for direct reports, aligning staffing with member traffic, labor budgets, and legal requirements.
• Schedule and manage meal and rest breaks; review timecards, resolve exceptions, facilitate time and pay adjustments or required premium payments, and ensure accurate records and documentation.
• Monitor labor hours and overtime against budget, report variances and corrective actions to the General Manager, and enforce scheduling and timekeeping policies.
• 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 and escalate as needed; support sales activity when required, work front desk shifts as needed, and model service standards. The role does not own club sales goals.
• Review club performance in retail, invalid usage, and member sentiment with the General Manager, and lead action planning to improve results.
• Manage daily retail tasks, including merchandising, product presentation, merchandise transfers, inventory receiving and control, and inventory reports.
• Build positive member sentiment through floor presence, member engagement, satisfaction surveys under company guidelines, prompt issue resolution, and consistent service standards.
• At clubs with a Kids' Club, oversee child safety, supervision ratios, check-in and check-out, authorized-pickup verification, cleanliness, incident documentation, parent communication, staffing, and compliance with policies and regulations.
• Train and develop Kids' Club Attendants, ensure required training and certifications are current, and flex coverage between Kids' Club and general operations as needed.
• At California clubs with a Kids' Club, ensure TrustLine registration is confirmed and current before working in the Kids' Club when children are present.
• Lead Club Attendants and maintain club cleanliness by setting schedules and checklists, verifying completion, and holding the team accountable to 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 access to Safety Data Sheets, and AED/first-aid readiness.
• Oversee point-of-sale operations, cash handling, daily deposits, supply ordering, and daily and weekly reporting in line with company policies and audit standards.
• Implement operational procedures, conduct compliance checks on club systems and team performance, and support the General Manager with 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