Supervisor, Operations

Boston Bouldering Project, LLC•Somerville, MA

19d

About The Position

The Operations Supervisor supports the front desk team and overall gym operations through daily leadership, coordination, and direct service. As the lead staff member on shift, this person helps ensure policies are followed, customers are supported, and the facility remains clean, safe, and welcoming. The role includes real-time coaching, managing front desk responsibilities, assisting with retail and programs, and serving as the primary escalation point for staff and guest needs. The supervisor fosters an inclusive, warm, and emotionally safe guest experience; guides the team in consistent check-in, waiver, and orientation processes; and addresses customer concerns with empathy. The role also supports memberships, event sign-ups, transactions, retail operations, facility upkeep, events and instruction, and emergency response. The position is part-time and hourly, with a flexible schedule that may include evenings, weekends, or other hours based on programming and business needs.

Requirements

Customer service experience and ability to lead a small team.
Strong communication and interpersonal skills.
Ability to stay calm and organized during busy shifts or unexpected challenges.
Growth mindset and desire to help others succeed.
Flexible schedule, including availability for evenings and weekends.

Nice To Haves

Familiarity with climbing gyms, fitness centers, or high-traffic service environments.

Responsibilities

Lead Operations Specialists on shift and delegate tasks to support smooth front desk operations.
Coach staff and model customer service standards, policies, and front desk procedures.
Monitor team performance, provide in-the-moment feedback, and support a positive, professional work environment.
Answer team questions, help ensure shift coverage during callouts or absences, and communicate shift notes and updates to Operations Managers and other supervisors.
Create an inclusive, warm, and emotionally safe environment and set an energetic, welcoming tone in guest interactions.
Guide the team in delivering a consistent check-in and waiver process; ensure new guests receive orientation and are introduced to community guidelines.
Address customer concerns with empathy and clear communication.
Assist customers with membership questions, event sign-ups, and day pass transactions.
Process register purchases and returns and support retail operations.
Troubleshoot customer issues, follow through on resolutions, and document incidents or escalations as needed.
Maintain organized point-of-sale systems and clear communication at the front desk.
Keep the facility clean, organized, and presentable during the shift; oversee scheduled cleaning tasks and conduct walkthroughs of locker rooms, common spaces, and front desk areas.
Escalate maintenance or supply concerns to the Operations Manager, restock supplies, and maintain retail and check-in areas.
Ensure Operations Specialists are prepared to deliver group and event orientations, and assist directly when coverage or escalation is needed.
Support instructors and event leaders with setup, guest check-in, and communication.
Provide individual or group instruction when assigned or trained.
Lead emergency procedures and incident response on shift; administer first aid according to safety protocols and document incidents.
Ensure customer waivers are on file, uphold facility rules, and educate guests on safety expectations.