Operations Manager

24 Hour Fitness • San Diego, CA

13h

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. The role leads front-line operations staff, including Club Attendants, Sales & Service Overnights, Sales & Service Associates, and Kids' Club Attendants at locations with a Kids' Club. The Operations Manager is accountable for front desk and member service, Kids' Club where applicable, cleanliness, club retail, and day-to-day administration. Club Attendants report directly to this position, which owns club cleanliness standards and results. The role drives club performance in retail, invalid usage, and positive member sentiment.

The Operations Manager creates and manages team schedules and is responsible for wage-and-hour compliance, including compliant meal and rest periods and accurate, reviewed, and documented timecards. The extent of hands-on involvement varies according to club size, staffing, and business needs. At clubs with a Kids' Club, the role oversees safe and compliant operations and may work in the Kids' Club subject to required training and, for California locations, confirmed and current TrustLine registration.

The position reports to the General Manager and directly manages Club Attendants, Kids' Club Attendants where applicable, Sales & Service Overnights, and Sales & Service Associates. Travel is minimal (less than 10%), with occasional travel to nearby clubs or company training as needed. The work takes place in an active club environment with music, varying noise levels, and exposure to cleaning products used in accordance with SDS guidance.

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 POS, scheduling/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 California locations with a Kids' Club, ability to provide fingerprints, obtain and maintain TrustLine registration, and provide confirmation of registration.

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, and 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, escalating when appropriate.
• Process new-hire paperwork and personnel changes accurately and on time in company HR systems.
• Create and publish weekly schedules for direct reports in the workforce management system, aligning coverage with member traffic, labor budget, and legal requirements.
• Include meal and rest breaks in schedules and adjust coverage as needed to comply with company policy.
• Review timecards for schedule adherence and time-entry or break exceptions; resolve exceptions, facilitate time and pay adjustments or premium payments where needed, and ensure documentation and employee attestations are complete.
• Review and approve timecard edits and exceptions with appropriate documentation and ensure all time worked is recorded accurately.
• Monitor labor hours and overtime against budget, report variances and corrective actions to the General Manager, and coach and document compliance with 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 promptly and professionally, escalating to the General Manager when needed.
• Support membership sales activity, including upgrades, add-ons, and Personal Training referrals, and assist members and team members with sales matters as business needs require; the role does not own club sales goals.
• Work front desk shifts as needed to support coverage and model service standards.
• Drive club performance in retail, invalid usage, and positive member sentiment; review results with the General Manager and lead action planning.
• Own daily retail tasks, including merchandising, product presentation, merchandise transfers, inventory receiving and control, and inventory reports, in accordance with company policy.
• Build positive member sentiment through visible 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, check-in and check-out, supervision ratios, cleanliness, and compliance with company policy and applicable regulations.
• Document and escalate Kids' Club incidents according to company procedures and communicate appropriately with parents and members.
• Control child entry and exit, verify authorized pickups, schedule staffing to meet supervision ratios, and train and develop Kids' Club Attendants on safety procedures.
• Supervise child activity and behavior in Kids' Club and flex coverage between Kids' Club and general club operations to meet demand and staffing requirements.
• Ensure team members working in Kids' Club complete required training and certifications; at California locations, ensure TrustLine registration is confirmed and current before a team member works in the Kids' Club while children are present.
• Lead Club Attendants in maintaining a clean, safe, and well-maintained club; set cleaning schedules and checklists, verify completion, and hold the team accountable to standards.
• Conduct daily facility walk-throughs, submit equipment and facility work orders, and partner with Facilities Maintenance and outside vendors on repairs.
• 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 accordance with company policy and audit standards.
• Implement new operational procedures and conduct routine compliance checks on club systems and team performance.
• Support the General Manager in executing promotions and club events.
• For California locations with a Kids' Club, provide fingerprints, register with TrustLine, provide confirmation of registration, and maintain registration throughout employment.

Benefits

• Paid time off.
• Medical and dental coverage.
• 401(k) with match for qualifying positions.
• Free gym membership.
• Discounts on products and personal training.
• Employee Resource Groups with 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