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About the Role

The Operations Lead ensures the club delivers an outstanding member experience by supporting daily operations, facility upkeep, and member service. This role involves maintaining a clean and safe environment, directing team members, monitoring member feedback, and driving revenue growth, while serving as Manager on Duty during assigned shifts.

Responsibilities

• Drive club performance by executing daily operational standards that support exceeding retail budget, improving IMU, and growing membership.
• Serve as Manager on Duty during assigned shifts, leading day to day operations to ensure a clean, safe, welcoming, and efficient club environment.
• Lead and direct Club Attendants and Sales & Service Team Members to deliver consistent service behaviors and operational execution.
• Own member issue resolution by proactively addressing concerns and inquiries.
• Assist in member retention through training and development of the Sales and Service team and Club Attendants.
• Improve club cleanliness and member sentiment by validating cleaning routines, monitoring member feedback, and partnering with Facilities for maintenance.
• Reinforce operational basics, including scheduling support, timekeeping accuracy, dress code compliance, and coaching team members.
• Manage resources and inventory, ensuring the club is stocked with necessities.

Requirements

• Familiarity with SMG 360, Power BI and Net Promoter Score required.
• 2 years of customer service experience required.
• Experience supervising and directing work of Team Members.
• Availability and willingness to work a flexible schedule, including early mornings, evenings and weekends.
• Strong interpersonal and communication skills.
• Certifications in First Aid/CPR or personal training.
• Must be able to communicate via phone, email and in person.
• Ability to sit, stand or walk for extended periods during an 8 hour shift.
• Ability to lift and move up to 50 pounds of equipment or supplies.
• Must adhere to company safety policies and wear appropriate personal protective equipment when required.
• Occasional travel may be required for meetings, training or prospecting.

Skills

• Organizational and problem solving skills.
• Ability to multitask, prioritize and follow through on projects and tasks to completion.
• Demonstrated critical thinking and resourcefulness in addressing operational challenges.
• Customer service and supervisory experience.
• Proven ability to lead a team in a high traffic environment.
• Experience with budget preparation, sales and marketing initiatives.

Location

• Nationwide

Work Type

• Full-time

Experience Level

• 2 years of customer service experience
• Experience supervising and directing work of Team Members

Education Level

• Certifications in First Aid/CPR or personal training

Benefits

• Paid time off
• Medical and dental coverage
• 401k with match for qualifying positions
• Free gym membership
• Discounts on products and personal training
• Employee Resource Groups

About the Company

• For over 40 years, 24 Hour Fitness has been a leader in the industry, driven by our mission to help our community live healthier and happier through the transformative power of fitness.
• With clubs nationwide, we create inclusive, welcoming spaces equipped with premium strength and cardio equipment, studio classes, and innovative digital tools.
• Our impact goes beyond the gym--we support our members' total well-being through coaching, connection, and community.
• Join us and be part of a team that's changing lives every day!