Customer Service Training Manager Jobs (NOW HIRING)

Benefits:

• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• 401(k) matching
• Bonus based on performance
• Competitive salary
• Dental insurance
• Flexible schedule

Position: Personal Training Manager (PTM)
Reports to: General Manager
Department: Club Operations
Purpose: The Personal Training Manager (PTM) leads and manages a team of Personal Trainers. PTMs are responsible for overseeing the personal training program in clubs to ensure the program adds value to members, the PF brand, and the company's core goals. This role is a hybrid of leadership and hands-on personal training, ensuring high-quality member experience while supporting personal trainers in meeting performance goals. The PTM will play a crucial role in growing the personal training business while maintaining a personal client load.
Duties and Responsibilities:
Leadership & Team Development:

• Lead the Personal Trainers at the assigned location, in planning and implementing strategies to attract and keep members.
• Conduct regular one-on-one and team meetings to align Personal Trainers with company goals and performance metrics. Send RPTM/RD weekly capstone emails to ensure the department is focused and delivering consistent results.
• Oversee the execution of personal training programs, ensuring high-quality service delivery.
• Fill in (or ensure appropriate coverage) for the PT's when they are unavailable to work as scheduled.
• Create job postings, interview potential PT's, complete new hire processes, and train new hires.
• Maintain an active personal training schedule to drive revenue and lead by example.
• Ensure trainers follow company policies, including proper documentation and scheduling.
• Responsible for conducting Team Player Assessments and evaluating the competencies of team members.
• Support the hiring process through interviews and technical evaluations
• Provide input to help identify strong PT candidates
• Own onboarding and training for new PTs
• Lead coaching, day-one experience, systems training, and ongoing development
• Partner with GM on PT-specific performance concerns and coaching plans

Member Experience & Engagement:

• Ensure all fitness programming aligns with our club's vision and enhances the member experience.
• Serve as a point of contact for member feedback, addressing concerns, and finding solutions to improve engagement and retention.
• Assist in designing and promoting fitness challenges, workshops, and special events.

Operational & Administrative Duties

• Manage trainer schedules to align with member demand and club needs.
• Maintain accurate documentation of client sessions, billing, and progress tracking.
• Ensure compliance with company policies, safety procedures, and operational guidelines.
• Assist in keeping training areas organized, clean, and stocked with necessary equipment.

Operations & Performance Management:

• Support the General Manager in overseeing daily fitness operations, including scheduling, staff performance, and maintaining equipment standards.
• Monitor and track key performance metrics such as personal training revenue, class attendance, and member satisfaction.
• Maintain a high level of facility cleanliness, safety, and compliance with health regulations.

Sales & Growth Revenue:

• Support the growth of personal training revenue through effective client engagement and goal setting.
• Assist in promoting training services to members through orientations, consultations, and on-floor interactions.
• Track and report on personal training key performance indicators to the Senior Personal Training Manager.
• Implement sales and marketing strategies designed by the Senior Personal Training Manager to increase participation.

Qualifications:

• Must be at least 18 years of age.
• High School diploma or equivalent required. Associate's degree preferred. Equivalent related work experience or combination of experience and education may be considered in lieu of Associate's degree. Must maintain an active Personal Training Certification (NCCA-accredited) or Bachelor's degree in exercise science or kinesiology.
• CPR/AED certification required. Uncertified Team Players will be given the opportunity to complete CPR/AED training within the first 30 days of employment.
• Strong leadership, communication, and customer service skills. Ability to inspire and develop a team. Business acumen and a results-driven mindset.
• Minimum of 1 year of experience in personal training, group fitness, or fitness leadership. Previous management or supervisory experience is a plus.
• Excellent communication and customer service skills.
• Basic computer skills and proficiency in Microsoft Office.
• Familiar with Excel's mission, values, vision, and culture, as well as the Planet Fitness brand and operational requirements.
• Demonstrate the ability, confidence, and leadership to run a successful small group session with members.
• Must be team-oriented, motivated, and well-organized.
• Ability to think critically and evaluate solutions to problems proactively.
• Must have the ability to handle sensitive and confidential information.
• Proficiency in Microsoft Excel and Word, DataTrak, and other related applications.

Supervisory Role: This position will oversee up to fifteen (15) Personal Trainers at one location. Responsible for the performance management and hiring of all Personal Trainers. Will ensure the team can adequately exhibit and maintain all Excel values, principles, and duties and meets established club performance metrics.
Work Environment: This job works in a fitness club environment and routinely uses standard office equipment such as computers, photocopiers, fax machines and phones, as well as standard custodial equipment such as cleaning chemicals, floor scrubbers, and vacuums. The noise level in the club environment may be loud on a regular basis.
Physical Demands: The physical demands described here are representative of those that a Team Player must meet to successfully perform the essential functions of this job.

• Regularly required to talk and hear.
• Frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl.
• Must frequently lift and move up to 25 pounds and occasionally lift and move objects up to 75 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work: This is a full-time, exempt position. Under the Regulations, Part 541, an exempt Team Player is one who is not entitled to the minimum wage or overtime pay protections of the Fair Labor Standards Act (FLSA).
Standard workdays and hours are Monday through Wednesday 9:00 am to 7:00 pm. Thursday 9:00 am to 5:00 pm. Friday 9:00 am to 3:00 pm. PTM's will also be required to work 2 (Two) Saturdays a month from 8:00 am to 1:00 pm. This position may work outside of the established work schedule for the GM and any Team Player shifts to ensure the club is open and running smoothly. Work hours may include the weekends and/or overnights as needed and are subject to change at any time depending on business needs.
Travel: Up to 5% travel is expected for this position to attend employee events, trainings, and conferences.
EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the Team Player for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Compensation: $45,000.00 - $75,000.00 per year
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
JOIN THE CLUB
Enhancing people's lives with an affordable, high-quality fitness experience requires a team of inspiring, motivated and fun-loving go-getters. As one of the largest and fastest-growing franchisors and operators of fitness centers in the United States, Planet Fitness is just getting warmed up. We're continuously seeking top talent to join us in cultivating the Judgement Free Zone® and shaping the future of our brand. With more than 2,000 locations in all 50 states, the District of Columbia, Puerto Rico, Canada, the Dominican Republic, Panama, Mexico and Australia, there's plenty of opportunity on our Planet and we are always looking for talented individuals to join our team!
Our member mission says it best: our product is a tool, a means to an end; not a brand name or a mold maker, but a tool that can be used by anyone. To use our product, members need to feel inspired and motivated. That's where you come in. If you're looking for a place where you can make a difference in a customer's life, you've found it. Come to add your mojo to the Judgement Free Zone, but stay for the feeling that you're making a difference on our Planet.
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Employees at a franchise location are employed by the Franchisee and are not employees of PFHQ (the Franchisor). PFHQ neither dictates nor controls labor or employment matters for franchisees or their employees, and does not retain any reserved authority to control the terms and conditions of employment for franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.