Manager, Operations

Job Description Job Description Description: About Bouldering Project Bouldering Project is more than a climbing gym—we’re a community. We’re 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 teammates—we create inclusive, inspiring spaces where people move, grow, and belong. With world-class climbing, yoga and fitness offerings, and welcoming community spaces, we’re proud to serve nine markets across the U.S.—and we’re just getting started. About the Role The Operations Manager 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 Operations Manager brings vision, leadership, and operational excellence to the hub of the facility. What You’ll 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 attunement—especially in the first 60 seconds of a guest’s arrival. Support the Guided Waiver process and ensure it reflects BP’s 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 BP’s standards. Facility Operations Partner with the Facility Manager 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 GM. Lead weekly supervisor meetings and participate in management team meetings. Drive gym-wide events, seasonal 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. Requirements: What You’ll 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 qualifications—if 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 example—making our spaces and offerings accessible and welcoming to all. Our core values—Inclusive, Quality-Obsessed, Local at the Core, and Growth-Oriented—are 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, including holidays 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 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 backgrounds—including those with nontraditional career paths—to apply.