Operations Manager

• Be the Best Version of You:
  Always puts members first. Expresses themselves authentically. Seeks to make a positive difference. A source of joy, positivity, and compassion. Engages with the team and members with a high level of respect.
• Be an Owner:
  Adapts to a fast-paced, ever-changing environment. Takes initiative to get it done and come to a solution. Finds efficiencies and cuts waste. Committed to results and a winning attitude. Gives and seeks feedback with a growth mindset. Wins and loses gracefully.
• Be a Source of Connection:
  Seeks to acknowledge, accept, and empathize with all, regardless of age, race, sex, disability, religion, or situation. Recognizes those who need extra attention. Listens to understand members. Gives without expectation.
• Championship Mindset:
  Diligent in tasks and understands big-picture implications and results. Holds self and others to a high standard. Results-driven for self, team, and members. Not afraid to challenge self and others. Welcomes change as the path to progress.
• Trust and Be Trustworthy:
  Demonstrates loyalty in and out of the gym. Does the right thing, regardless. Respects the vision and the opportunity. Champions the company with pride. Can be trusted to get the job done. Leans into uncomfortable conversations and believes in healthy confrontation.

The Operations Manager fully owns HLM's membership growth, sales results, and member retention. This role is measured by results, reports on them weekly, and is accountable for hitting goals every month.

You will lead the Burn Ambassador and Childwatch teams, run day-to-day gym operations, and be the first point of contact for potential members. You thrive in a fast-paced environment, love the numbers, and lead with energy and connection. As part of the Gym Management Team (GMT), you work closely with the Lead Trainer and training team. You also lead up, bringing what you see at the front desk into process improvements and big decisions.

A passion for fitness and changing lives is essential.

Show rate

95%

Close rate

50%

Purchase rate

60%

Membership growth

Gross Revenue

• Owns HLM's sales funnel from lead to membership and personally closes sales. Gives tours, presents pricing, and asks for the sale. Knows the membership agreement, pricing, and products, and manages new memberships and renewals by process.
• Ensures every trial member gets two focus meetings: a baseline and a progress-and-close meeting.
• Keeps the sales tracker current daily, with zero overdue follow-ups and zero missed no-show follow-ups.
• Schedules and logs reach-out hours to standard, and holds the BA team to theirs.

• Owns the HLM scorecard and reports the numbers weekly in the L10, wins and misses alike.
• When a number is off track, brings it as an Issue with a root cause, an owner, and a next step, without waiting to be asked.
• Owns quarterly Rocks.
• Reviews BA performance from the tracker weekly and coaches the team on process, skill, and mindset.
• Holds the team to standards consistently and leans into hard conversations.

• Delivers a 5-star experience in every interaction: in the gym, by phone, email, and text.
• Resolves member issues that go beyond the BA and Childwatch teams.
• Keeps interactions high-energy and positive with members and team members.
• Ensures every member is signed in and has a signed waiver.

• Runs day-to-day operations and keeps the gym clean and organized, using Blue Carpet Experience checklists.
• Handles supply ordering and vendor relationships.
• Leads monthly meetings with Fit Member Ambassadors to drive engagement and community events.
• Supports social media: responds to messages, posts weekly member updates, and keeps Facebook group membership current.
• Manages retail and inventory, including sales tracking and reconciliation.

• Hires, schedules, and leads the BA and Childwatch teams, ensuring every shift is covered and filling in when needed. Conducts probationary reviews and ongoing performance check-ins, and handles discipline through resolution, including verbal and written redirection and possible termination.
• Partners with the Training Manager, who owns trainer training. The Operations Manager owns sales, operations, and the BA and Childwatch teams.
• Runs regular team meetings so everyone knows current promotions, events, and processes.

• Proven track record of hitting sales or conversion…