Supervisor, Operations

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 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 shiftensuring 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.

What Youll Do

Team Leadership

• 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.

Guest Experience & Emotional Culture

• Set the tone for an inclusive warm and emotionally safe environment.
• Cultivate presence and energetic tone in all guest interactions.
• Lead with emotional attunementespecially in the first 60 seconds of a guests 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.

Customer Service & Front Desk

• 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.

Facility Oversight

• 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.

Programs Events and Instruction

• 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.

Safety & Risk Management

• 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.

What Youll Bring

• Customer service experience and the ability to lead a small 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.

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 part-time hourly position. Compensation is based on experience and local market benchmarks. Perks include:

• 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

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.