General Manager

Description

Momentum is seeking a highly motivated and experienced individual to serve as General Manager (GM) at our industry-leading indoor climbing facility. 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.

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.

• 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.
• Respond to urgent issues, safety concerns, or customer service problems with professionalism and sound judgment.

• Directly supervise the Assistant Manager, providing regular check-ins, guidance, and support.
• Offer mentorship and professional development opportunities to help the AM grow into a more advanced leadership role.
• Review and approve the AM’s work on scheduling, payroll review, event logistics, and other operational responsibilities.
• Support and coach the AM in handling customer service escalations, staff feedback, and team dynamics.
• Delegate appropriate projects to the AM while maintaining accountability and oversight.
• Conduct performance reviews for the AM and provide ongoing feedback aligned with company goals and expectations.
• Ensure the AM is supported during high-impact responsibilities, including gym events, retail operations, and staff training.

• Directly manage the Gym Operations, Facility, and Retail teams, including hiring, onboarding, training, and performance management.
• Conduct regular check-ins and annual reviews, provide raises and promotions 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.

• Ensure every guest and member feels welcome, safe, and supported.
• Engage directly with the community and model exceptional customer service standards for staff.
• Address and resolve member concerns and customer feedback in a timely and thoughtful manner.
• Create a positive and inclusive environment that reflects Momentum’s commitment to community building.

• Coordinate with the Marketing Department to implement outreach strategies that support membership acquisition, retention, and program participation.
• Support marketing campaigns at the facility level and lead staff in executing promotional goals.
• Host and promote community events that strengthen member connection and brand loyalty.

• Oversee POS operations, including daily closeouts, cash handling, and financial accuracy.
• Ensure retail operations are aligned with company strategy, including inventory management, merchandising, and staff training.
• Manage facility maintenance, cleaning, and IT coordination to maintain a professional and safe space for members.
• Ensure that all rules, policies, and risk management protocols are followed and clearly communicated to staff and members.

• Starting salary of $75,000, depending on experience
• Health insurance and 401(k) retirement savings plan (eligibility requirements apply)
• Paid time off (PTO) and holiday pay
• Complimentary…