Bouldering Project’s mission is to foster meaningful human connection with the most inspiring and inclusive climbing, movement, and community spaces. We care deeply about humans. We’re driven by the pursuit of better. We create joyful places and pathways for climbing, fitness, yoga, and social experiences that inspire people to challenge themselves and engage in a lifestyle centered around health, friendship, and purpose.
Operations Supervisor
Operations Supervisors are responsible for directing and managing staff to accomplish all necessary goals throughout daily shifts. Supervisors support the needs of the staff by providing leadership, modeling, and training as well as acting as the principal conduit between customers, staff, and management. Operations Supervisors work alongside staff to execute and oversee transactions at registers, provide memberships and other services to customers, and support the ABP’s mission of positive customer experiences. Operations Supervisors handle customer inquiries and complete unique customer service functions. Operations Supervisors are responsible for oversight of each shift’s cleaning schedule and ensuring that customer service protocol, facility rules, staffing assignments, and safety regulations are followed. Operations Supervisors also have additional, unique managerial and supervisory responsibilities.
General Responsibilities
ESSENTIAL DUTIES
- Serves as a key resource regarding ABP’s procedures and policies; responsible for execution of correct procedures and policies among staff.
- Models and teaches best-practice standards for customer service, systems, job knowledge, and all other aspects of the Operations Specialist positions.
- Promotes ABP’s customer service philosophy to staff through coaching, training, and modeling.
- Ensures staff’s quality and performance by participating in assessments, commendations, and evaluations.
- Maintains employee motivation, job satisfaction, and professionalism via dynamic leadership.
- Participates in regular meetings with managers, supervisors, and staff.
- Works actively to cover staff absences, illnesses, and special circumstances.
- Promotes efficiency by supervising and coordinating staff activities in the gym.
- Identifies, develops, and disseminates improved standards and procedures.
- Delegates job functions and tasks to the Operations Specialists they are supervising, ensuring thoroughness and completion of the work.
CUSTOMER SERVICE
- Supports customers by actively responding to customer needs, membership and event questions, general inquiries, and customer feedback.
- Processes purchases, membership services, and return transactions at the register in alignment with ABP customer service goals. Identifies and takes ownership of customer issues actively working to research, resolve, and follow up with the customer.
- Performs unique transactions such as class and event sign-ups, special ticket sales, etc.
- Ensures that document retention, processing, and disposal guidelines are followed.
- Engages with customers, providing assistance with climbing, orientation, and amenities.
- Ensures that new customers are introduced to the facility and rules.
FACILITY MAINTENANCE
- Oversees a clean, organized, and presentable facility for members and guests.
- Ensures that opening and closing shift procedures are completed.
- Assists in maintaining organized, clean, and efficient POS systems.
- Ensures that retail areas are maintained and stocked. Identifies and develops improved cleaning procedures.
- Ensures that regular locker room and facility walkthroughs are performed.
- Works, with the maintenance team and other staff, to perform regular cleaning duties.
FACILITY SAFETY AND INCIDENT RESPONSE
- Serves as staff lead to support Risk Management development. Responds proactively to injuries, accidents, or incidents following the Safety Manual and Protocol, ensuring proper documentation of incidents via the incident report log.
- Ensures that all customers using the facility have a waiver on file and are aware of the rules and regulations of the facility.
- Educates customers with safety instruction and orientation.
- Administers first aid in accordance with Safety Manual and ABP Protocol.
JOB REQUIREMENTS
- Flexible schedule; availability during evenings and weekends.
- Previous customer service experience.
- Effective communication and proven leadership skills.
- One-year commitment.
ADDITIONAL BENEFITS
- Paid time off for those who maintain full time hours.
- Medical, dental, and vision benefits for employees and immediate family when full time hours are met.
- Memberships for employee and a +1.
- Gear and merchandise discounts in-store and at local retailers.
- Health and well-being programs for eligible staff.
- A work environment where community, respect, and balance are core values.
INTERPERSONAL CONTACTS
Operations Supervisors’ primary responsibilities are to ensure that customers are served properly, that staff have ample support, and the facility operates as efficiently as possible. Effective communication and personnel management are at the core of the Operations Supervisor position.
Bouldering Project strives to embody equal opportunity in our workplaces. We believe that different perspectives and identities strengthen our communities and unlock our potential.
