Product Manager, Ignite Member Operations
About The Position
ABC Fitness is hiring a Product Manager to own the product direction and roadmap for core Ignite Membership Operations workflows. The role balances customer needs, product strategy, operational risk, migration commitments, and enterprise requirements. The Product Manager will observe club workflows and work directly with owners, operators, membership teams, and front-desk staff to understand their challenges and desired outcomes. The role leads discovery and delivery across the membership lifecycle, including agreements, rewrites, freezes, cancellations, transfers, merges, recurring dues, plans, pricing, and member records. It also improves check-in and access workflows, including schedules, day and guest access, staff roles, permissions, and related club configuration. The Product Manager translates customer and business needs into requirements, decisions, priorities, and acceptance criteria with engineering, design, and quality assurance. The position partners with Commerce, Insights, Engagement, and GymSales to maintain consistent membership state across payments, reporting, member communications, and the broader member journey. It plans and communicates changes to live clubs, including rollout, enablement, support readiness, monitoring, and rollback considerations. Success is measured by improvements to operational outcomes such as agreement accuracy, access reliability, task completion, adoption, and reduced manual workarounds. This is an individual-contributor role in a cross-functional product organization.
Requirements
- Experience owning product work from problem framing and discovery through delivery, launch, and iteration.
- Experience delivering operational software, workflow-heavy SaaS, or products used by frontline or distributed teams.
- Practical understanding of membership, recurring billing, access control, permissions, or a comparable operational domain.
- Ability to work credibly with engineers and designers on APIs, systems of record, data consistency, permissions, and workflow behavior without needing to write production code.
- Strong customer discovery, prioritization, written communication, and stakeholder management skills.
- Ability to use qualitative feedback and product data to investigate scenarios, make decisions, and define measurable outcomes.
- Collaborative, curious, and accountable working style suited to an individual-contributor role in a cross-functional product organization.
Nice To Haves
- Experience in fitness, club management, hospitality, retail, healthcare, financial services, or another multi-location operating environment.
- Experience with member or customer lifecycle workflows, recurring payments, point of sale, access control, or role-based permissions.
- Experience shipping changes into environments where teams are busy, training time is limited, and reliability matters immediately.
- Experience using automation or AI-enabled tools to improve discovery, analysis, product operations, or customer workflows, with appropriate judgment about privacy and quality.
- Bachelor's degree in business, technology, or a related field; equivalent practical experience is also welcome.
- Willingness to travel occasionally to visit clubs, customers, or team locations as needed.
Responsibilities
- Own the product direction and roadmap for core Ignite Membership Operations workflows.
- Observe club workflows and speak with owners, operators, membership teams, and front-desk staff to understand friction, workarounds, and desired outcomes.
- Lead discovery and delivery for membership lifecycle workflows, including agreements, rewrites, freezes, cancellations, transfers, merges, recurring dues, plans, pricing, and member records.
- Improve check-in and access workflows, including schedules, day and guest access, staff roles, permissions, and club configuration.
- Translate customer and business needs into product requirements, decisions, priorities, and acceptance criteria with engineering, design, and quality assurance.
- Partner with Commerce, Insights, Engagement, and GymSales to keep membership state consistent across payments, reporting, member communications, and the broader member journey.
- Plan and communicate changes to live clubs, including rollout, enablement, support readiness, monitoring, and rollback considerations when appropriate.
- Measure the effect of changes on agreement accuracy, access reliability, task completion, adoption, and manual workarounds.
- Represent clubs' needs within ABC and clearly explain tradeoffs among independent clubs, franchises, and multi-location operators.
Benefits
- Open PTO policy.
- Quarterly Days of Disconnect.
- Parental and Pawternity Leave.
- Quarterly fitness journey reimbursement.
- Medical, dental, and vision coverage.
- Employee Assistance Program (EAP).
- Premium Calm App subscription for the employee and up to four dependents over age 16.
- Other benefits not specified.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
