Customer Operations Manager Jobs in Baltimore, MD

POSITION SUMMARY

The Operation Managers goal is to lead in the companys quest to provide world-class customer service, presenting a positive first impression of the clubs. The OM is a vital connection to our members ensuring our brand promise of Helping Members Feel Comfortable and our core purpose of Changing Peoples Lives. The Operations Manager is responsible for the day to day operations of the club. They are an extension of the General Manager. The primary directive of the Operations Manager is to make sure the club runs smoothly; the club is clean and that Brick Bodies Culture is instilled across all departments. This includes hiring, training and admin for part-time staff, and supervising the service desk. As well as supervising the cleaning crews and/or performing cleaning duties as needed, the maintenance of all equipment, the maintenance of all facilities, including implementation of all company policies and procedures. This is a hands-on position which requires performing simple maintenance tasks. The Operations Manager acts like an assistant coach and makes sure everyone on the team understands their role in retaining members, anticipating the members needs and exceeding their expectations to help create raving fans. In addition, the Operations Manager provides administrative support for the General Manager as needed.

KEY RELATIONSHIPS

Develop and maintain excellent working relationships with:

All club Team Leaders

General Managers

Service Desk and Little Bricks Team Members

Company Vendors

KEY ACCOUNTABILITIES

Meet or exceed member expectations

Achieve a 90% or higher on White Glove Inspection Report

Service Desk and Little Bricks department are within payroll budget

Ensure all on-boarding and company culture is implemented with all staff

Build a team that likes to have fun and create a high energy environment

LEADERSHIP/SUPERVISING

Directly supervising the service desk including onboarding, training, scheduling, supervising and evaluating staff. This includes daily 10-minute meetings, quarterly staff meetings and quarterly KPI meetings

Implementing company policy as requested

OPERATIONAL

Maintaining all club and locker room supplies

Maintaining all office supplies

Supervising the pro shop, including inventory of stock each month and staff uniform

Maintaining all club bulletin boards, calendars and panels

Supervising the maintenance of all club facilities including HVAC, plumbing, lights, computers, phones, washing machines, driers, furniture and fixtures. This includes coordinating with outside contractors regarding repairs and communicating with Brick Bodies Facilities and Equipment Director as needed

Supervising the maintenance of all club equipment in conjunction with the company Facilities and Equipment Director. This includes Cardio Theater

Assisting with open houses, community events and club functions as needed

Supervising the cleaning of the club including supervising club subcontractors

Covering the service desk minimum of 2 shifts per week or as needed.

Maintaining a Feng Shui environment in the club

Maintaining the grounds when appropriate including the coordination and supervision of subcontractors

Handling member inquiries, suggestions and complaints

Where applicable, overseeing the maintenance of the club pool

Performing simple maintenance tasks such as changing light bulbs, and plunging toilets

Making sure the Daily Club Building Inspection Report is done 3x daily

ADMINISTRATIVE/BUDGET

Handling all banking responsibilities and making all deposits on Mondays, Wednesdays and Fridays

Payroll for service desk staff and any other part time staff as needed

Maintaining the grounds when appropriate including the coordination and supervision of subcontractors

Handling member inquiries, suggestions and complaints

Where applicable, overseeing the maintenance of the club pool

Performing simple maintenance tasks such as changing light bulbs, and plunging toilets

Making sure the Daily Club Building Inspection Report is done 3x daily

VALUES

Role model the Brick Bodies Core Values

• Live the Brand
• Be Tenacious
• Be a Team Player

Recognize and celebrate behavior aligned with our values

LEADERSHIP

Recognize and celebrate behavior aligned with our Core Values & Brand Standards (WHIM)

Provision of leadership and direction to both the Service Desk and Little Bricks Department- acting as an enthusiastic and motivated role model

Taking full responsibility for the Service Desk and Little Bricks Department to ensure that quality of service is world class

• Three years of experience in health club customer service
• Degree in a health or business related field
• CPR/AED Certified
• Leadership and coaching skills
• Excellent communication and interpersonal relationship building skills
• Time management and prioritization; ability to establish urgency of tasks and multi-task under pressure