Supervisor, Operations

Washington D.C. Bouldering Project, LLC • Washington, DC

82d

About The Position

The Operations Supervisor supports the front desk team and overall gym operations through daily leadership, coordination, and direct service. This role is the lead staff member on shift—ensuring that policies are followed, customers are supported, and the facility remains clean, safe, and welcoming. Operations Supervisors provide real-time coaching, help manage front desk responsibilities, assist with retail and programs, and serve as the primary point of escalation for staff and guest needs.

Requirements

• Customer service experience and the ability to lead a small team.
• Strong communication and interpersonal skills.
• Ability to stay calm and organized during busy shifts or unexpected challenges.
• Familiarity with climbing gyms, fitness centers, or high-traffic service environments preferred.
• A growth mindset and the desire to help others succeed.
• Flexible schedule, including availability for evenings and weekends.

Responsibilities

• Lead Operations Specialists on shift and delegate tasks to ensure smooth front desk operations.
• Coach and model BP standards for customer service, policies, and front desk procedures.
• Monitor team performance, offer in-the-moment feedback, and support a positive, professional work environment.
• Act as a key resource for team questions and ensure shift coverage in the case of callouts or absences.
• Communicate shift notes and relevant updates to Operations Managers and other supervisors.
• Take on additional projects or responsibilities as assigned.
• Set the tone for an inclusive, warm, and emotionally safe environment.
• Cultivate presence and energetic tone in all guest interactions.
• Lead with emotional attunement—especially in the first 60 seconds of a guest’s arrival.
• Support and guide the team in delivering a human-centered, 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.
• Actively support customers with membership questions, event sign-ups, and day pass transactions.
• Process purchases and returns at the register and support retail operations.
• Troubleshoot customer issues, follow through on resolutions, and document incidents or escalations as needed.
• Maintain tidy, organized point-of-sale systems and ensure clear communication at the front desk.
• Ensure the facility remains clean, organized, and presentable during your shift.
• Oversee cleaning tasks during scheduled shifts; escalate maintenance or supply concerns to the Operations Manager.
• Conduct walkthroughs of locker rooms, common spaces, and front desk areas.
• Restock supplies and support the maintenance of the retail and check-in areas.
• Ensure Operations Specialists are prepared to deliver group and event orientations; assist directly when coverage or escalation is needed.
• Support instructors or event leaders with setup, guest check-in, and communication.
• Step in for individual or group instruction if assigned or trained.
• Serve as the shift lead for emergency procedures and incident response.
• Administer first aid according to BP safety protocols and document all incidents appropriately.
• Ensure customer waivers are on file and that facility rules are upheld.
• Educate guests on safety expectations and provide orientation as needed.

Benefits

• Free Bouldering Project membership for you and a plus one
• Discounts on gear, merchandise, and local retail partners
• Commuter benefits and access to wellness programs
• A joyful, supportive, and respectful work culture
• Eligible to participate in a 401(k) retirement savings plan

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Number of Employees: 251-500 employees