General Manager – Naperville, Il

Momentum Indoor Climbing is a community-driven indoor climbing company with locations across Utah, Texas, and Washington. Founded in Utah, Momentum was created to inspire and empower people through climbing, fitness, and connection. Our gyms bring together people of all backgrounds and experience levels to challenge themselves, build friendships, and grow in a supportive environment. With world-class route setting, expert instruction, and a strong focus on community, Momentum is dedicated to helping every climber reach their full potential.

ABOUT THE ROLE

Momentum is seeking a highly motivated and experienced individual to serve as General Manager (GM) at our new industry-leading indoor climbing facility in Naperville, IL. The GM oversees all aspects of facility operations, ensuring a safe, welcoming, and professional environment for members, guests, and staff. The priority of this role is to lead with integrity, prioritize safety and customer service, and foster a culture where staff can thrive and the community can grow.

As this is a new location, there are a number of additional responsibilities, typical to the launch of a new location, that will fall within the scope of the General Manager before the facility opening.

While the GM does not directly manage Route setting and Programs (including Youth Programs, Climbing School, and Yoga), they are responsible for everything that happens within their facility. This includes working closely with the managers of those departments to ensure strong alignment, providing feedback on how those departments operate within the gym, and supporting company-wide standards. The GM directly manages the Gym Operations, Facility, and Retail staff.

ROLES AND RESPONSIBILITIES

Facility Leadership and Oversight

• Take full ownership of the successful day-to-day operation of the facility.
• Collaborate with all department managers to ensure consistency, safety, and quality across the gym.
• Lead by example and consistently apply company policies and expectations across the facility.
• Ensure staff are trained in safety and emergency response procedures, and respond appropriately to urgent issues, including administering first aid and assisting with climbing rescues when qualified.

Staff Management

• Directly manage the Gym Operations, Facility, and Retail teams, including hiring, onboarding, training, and performance management.
• Create and manage staff schedules to ensure appropriate coverage during all operating hours, peak periods, and events.
• Review and approve employee timecards and manage time-off requests in accordance with company policies.
• Conduct regular check-ins and annual reviews, provide ongoing coaching and feedback, and address performance or disciplinary concerns in accordance with Momentum’s compensation structure and HR policies.
• Collaborate with Program and Route setting managers to support their teams and provide feedback about departmental operations within the gym.
• Lead monthly all-staff meetings and maintain a culture of communication, accountability, and collaboration.

Customer Service and Community Development

• Ensure every guest and member feels welcome, safe, and supported.
• Engage directly with the community, support membership retention and first-time visitor initiatives, and model exceptional customer service standards for staff.
• Ensure member concerns, customer inquiries, emails, online reviews, and other feedback are addressed professionally and promptly.
• Create a positive and inclusive environment that reflects Momentum’s commitment to community building.

Marketing and Community Engagement

• Coordinate with the Marketing Department to implement outreach strategies that support membership acquisition, retention, and program participation.
• Support marketing…