Operational Excellence Manager
2 days ago
Role Overview
We are seeking an exceptional Operational Excellence Manager to join our team at WTF Gyms
This is a unique opportunity to play a pivotal role in ensuring seamless daily operations, member satisfaction, and overall process efficiency. As an Operational Excellence Manager, you will monitor gym activities, track operational metrics, and collaborate with the team to enhance service delivery and revenue generation.
Key Responsibilities:
- Daily Operations Management:
- Supervise gym activities during assigned shifts to ensure all processes run smoothly.
- Monitor member check-ins, trainer schedules, and member-trainer assignments through gym management software.
- Address operational issues in real-time and escalate when necessary.
- Ensure cleanliness and readiness of gym facilities and coordinate with housekeeping.
- Member Experience Enhancement:
- Track and monitor member ratings and feedback to identify areas of improvement.
- Implement measures to create a “wow” experience for members, ensuring high satisfaction.
- Assist in onboarding new members and ensure their journey with WTF Gyms starts positively.
- Revenue Support:
- Track unpaid, renewal, and expiring memberships daily and ensure follow-up by the team.
- Collaborate with the front desk and sales team to generate revenue by contacting members.
- Maintain and share daily reports on membership status, revenue trends, and actionable insights.
- Team Coordination:
- Act as a point of contact for staff during shifts to resolve operational or member-related concerns.
- Guide the team to handle member interactions and upsell additional services effectively.
- Prepare and share handover reports to ensure smooth transitions between shifts.
- Data and Reporting:
- Maintain accurate records of gym operations, including attendance, check-ins, and member feedback.
- Generate and analyze daily/weekly/monthly operational reports to identify trends and flag issues.
- Ensure compliance with company SOPs and recommend improvements.
- Operational Excellence:
- Collaborate with trainers, front desk staff, and management to ensure SOPs are followed.
- Track trainer performance and ensure member assignments are optimized.
- Proactively address operational bottlenecks and recommend process enhancements.
Qualifications and Skills:
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- 1-2 years of experience in a similar role, preferably in the fitness or hospitality industry.
- Strong organizational and multitasking abilities.
- Excellent verbal and written communication skills.
- Data-driven mindset with a focus on performance metrics.
- Proficiency in MS Office and gym management software.
- Ability to motivate teams and manage conflicts effectively.
Salary: $45,000 - $60,000 per year, depending on experience.
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