PROGRAMS MANAGER

SENDER ONE SERVICE LLC•Santa Ana, CA

9d•$70,304 - $75,000•Onsite

About The Position

The Programs Manager develops the Youth Programs and Instruction teams and embodies Sender One’s core values in decision-making. Serving as a coach and mentor, the manager ensures that staff, including coaches and instructors, provide outstanding experiences to new visitors, guests, members, and partners. The role manages instructors, recreational and competition coaches, and camp staff to ensure programs meet Sender One standards. It also includes staff development, scheduling, customer feedback responses, operational communication, performance check-ins, and collaboration with other departments. The position requires at least 35 hours per work week in the Programs department, availability for at least one weekend day, and at least two frontline Youth Program shifts each week. The manager must also attend department and company meetings. Work may include certain morning, night, and alternate weekend-day shifts depending on business and operational needs.

Requirements

Top-rope and lead-belay knowledge and climbing experience.
Knowledge of Google Suite, including Gmail, Sheets, Docs, and Drive.
Experience coaching and instructing.
Experience with the USAC competition format and rules.
Ability to work a minimum of 35 hours in the Programs department per work week.
Availability to work at least one weekend day per work week.
Ability to work at least two frontline Youth Program shifts per week.
Ability to work certain morning, night, and alternate weekend-day shifts depending on business or operational needs.
Ability to attend required Programs, managers, and quarterly all-staff meetings.
Clear and respectful communication and delegation.
Ability to collaborate with a team, support team members, share ideas, and earn trust.
Ability to receive and provide feedback, guidance, insight, assistance, and perspective professionally.
Initiative and motivation for professional growth.

Nice To Haves

Knowledge of Paycom and interviewing experience.
Knowledge of Rock Gym Pro reporting and data handling.
Knowledge of Basecamp.
Passion for climbing, working with kids, and instructing.
Ability to harness imagination and find novel approaches to shared responsibilities.
Ability to learn and grow from tasks, challenges, and interactions and see them through to completion.

Responsibilities

Be knowledgeable about the responsibilities of the Youth Programs Supervisor, Youth Program Coordinator, Youth Program Head Coach, Youth Program Shift Lead, Instruction Coordinator, and Camp Lead.
Complete goals on the development plan set by the Gym Manager.
Manage instructors, recreational and competition coaches, and camp staff to ensure program curricula meet Sender One standards.
Check in monthly with assigned staff and assign frontline staff to Youth Programs Supervisors and Camp Leads.
Create and manage the monthly schedule, following scheduling guidelines and posting timeframes.
Respond to customer feedback received through reviews, surveys, emails, phone calls, and in-person interactions using the Hug Your Haters philosophy.
Understand other gym department functions and offerings.
Manage weekly Huddle updates to communicate operational, location, and departmental information to the Programs team.
Attend weekly department managers meetings and inform other department managers of changes, updates, and issues in the Programs department.
Oversee staff check-ins and reviews, including 60-day, monthly, annual, and staff-requested check-ins.
Collaborate with the Customer Experience Manager to cross-train staff.
Collaborate with the Head Route Setter on Programs setting needs.
Work at least 35 hours per work week in the Programs department.
Be available to work at least one weekend day and work at least two frontline Youth Program shifts per work week.
Work certain morning, night, and alternate weekend-day shifts as business or operational needs require.
Attend the Programs meeting, Weekly Managers meeting, Monthly Managers meeting, and Mandatory All Staff Quarterly meeting.