Manager of Operations (Poplar)

About Bouldering Project

Bouldering Project is more than a climbing gymwere a community. Were driven by a shared belief: that climbing movement and connection should be accessible to everyone. From first-timers to seasoned climbers families to fitness enthusiasts and our own teammateswe create inclusive inspiring spaces where people move grow and belong. With world-class climbing yoga and fitness offerings and welcoming community spaces were proud to serve nine markets across the were just getting started.

About the Role

The Manager of Operations is responsible for guiding the front desk team to create a welcoming smooth and high-quality member experience. This role oversees staffing training retail daily operations and coordination across departments to ensure a consistent supportive and community-centered gym environment. The Manager of Operations brings vision leadership and operational excellence to the hub of the facility.

The Manager of Operations actively collaborates with one other Manager of Operations the Assistant General Manager (AGM) and General Manager (GM) to set and refine high-level organizational goals contribute to strategic decision-making and develop sustainable solutions that enhance operational performance and member experience. The position is accountable for achieving the desired goals expectations of the gym and act as a key support person in emergency protocols second only to the GM and Facilities Manager.

What Youll Do:

Staff Management

• Hire train supervise evaluate and support growth for all Operations staff.
• Schedule team members using efficient cost-conscious systems within seasonal labor budgets.
• Foster a team culture of positivity accountability radical candor and growth mindset.
• Lead with clarity in communication real-time awareness of facility needs and consistent feedback.
• Oversee floor operations and empower Supervisors to manage daily responsibilities.
• Support Supervisors in managing key areas such as towel service retail supplies and incident reporting.
• Conduct regular performance conversations and maintain up-to-date payroll and HR records.

Guest Experience & Emotional Culture

• Model and train the front desk team in behaviors that foster a warm inclusive and emotionally safe environment.
• Cultivate presence and energetic tone during all guest interactions.
• Lead with emotional attunementespecially in the first 60 seconds of a guests arrival.
• Support the Guided Waiver process and ensure it reflects BPs standards of intention and connection.
• Coach the team to approach every new guest with empathy clarity and a human-centered mindset.
• Ensure Supervisors and Operations Specialists consistently demonstrate these guest experience practices and hold the team accountable to BPs standards.
• Looking for someone who takes a consultative membership-focused approach when discussing options with customers.

Facility Operations

• Partner with the Manager of Facilities to maintain a clean safe and efficient environment.
• Ensure all gym spaces supplies and equipment are maintained at a high standard.
• Coordinate towel washing and folding where applicable or oversee third-party towel service where in place.
• Address and resolve facility issues and repairs in a timely manner.

Retail Oversight

• Maintain vision merchandising standards inventory levels and replenishment processes.
• Train staff on retail systems including inventory POS and use of software such as Approach or RGP.
• Conduct monthly physical inventories and implement retail loss prevention practices.
• Develop staff retail knowledge and host brand-specific retail training or events.

Operational Leadership

• Provide on-the-floor leadership during peak hours as needed especially during high-traffic seasons or events.
• Manage department labor and operational budgets in partnership with the AGM.
• Lead monthly supervisor meetings and participate in management team meetings.
• Drive gym-wide events monthly promotions and community-building initiatives.
• Cover Operations Specialist shifts and other roles when needed.
• Continuously refine workflows for incident reporting communication and floor efficiency.

Risk & Emergency Management

• Act as Incident Commander in emergency situations.
• Promote risk management awareness and ensure emergency procedures are communicated and upheld.
• Support program coverage needs and ensure emergency notification systems are in place.
• Lead with attention to loss prevention and safety compliance.

Job Requirements

What Youll Bring

• 2 years of leadership experience managing teams of 15 people.
• Strong people management problem-solving and communication skills.
• Retail operations experience preferred.
• Familiarity with Approach RGP or other POS/inventory software preferred.
• Experience navigating tools such as scheduling platforms payroll systems or HRIS is a plus.
• Proficiency in Google Suite and Microsoft Office.
• Understanding of basic accounting principles and labor budgeting.

We know not everyone will meet 100% of the qualificationsif this role excites you we encourage you to apply.

Working at Bouldering Project

At Bouldering Project we aim to cultivate excitement for movement belonging and community. We lead by examplemaking our spaces and offerings accessible and welcoming to all. Our core valuesInclusive Quality-Obsessed Local at the Core and Growth-Orientedare expected to be demonstrated in both leadership and daily operations. These values guide how we build community deliver exceptional experiences and continually evolve together. This role may require a flexible schedule including availability during evenings weekends or outside standard business hours depending on programming and business needs.

Compensation & Benefits

This is a full-time position. Compensation is based on experience and local market benchmarks. Full-time employees are eligible for the following benefits and perks:

• Medical dental and vision insurance
• 401(k) retirement savings plan
• Generous paid time off package and sick/safe time
• Paid parental leave
• Employee Assistance Program (EAP)
• Commuter benefits and access to wellness programs
• Free Bouldering Project membership for you and a plus one
• Discounts on gear merchandise and local retail partners
• A joyful supportive and respectful work culture
• Participation in Bonus Program

Equal Opportunity

Bouldering Project is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage candidates of all backgroundsincluding those with nontraditional career pathsto apply.