Operations Supervisor

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 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 BP'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 the opportunity to grow and develop in unique managerial and supervisory roles.

ESSENTIAL DUTIES

• Serves as a key resource for BP'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 BP's customer service philosophy to staff through coaching, training, and  modeling. 
• Ensures staff's quality and performance by participating in assessment, commendations,  and evaluation. 
• 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 and develops improved standards and procedures 

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 BP's customer service goals. 
• Identifies, researches, and resolves customer issues. 
• 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 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. 
• Provides safety to customers through instruction and orientation. 
• Administers first aid in accordance with Safety Manual and BP Protocol 

INTERPERSONAL CONTACTS

• Operations Supervisors' primary responsibilities are to ensure that customers are served  properly, that staff have ample support, and that the facility operates as efficiently as possible. Effective communication and personnel management are at the core of the Operations Supervisor position. 

JOB REQUIREMENTS

• Flexible schedule; availability during evenings and weekends. 
• Previous customer service experience. 
• Effective communication and leadership skills. 

ADDITIONAL BENEFITS

• Memberships for employees and a plus one. 
• 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.

$21 - $25 an hour

It is imperative to maintain excitement about the culture and community at Bouldering Project Brooklyn. Bouldering Project is a community-oriented company and strives to lead by example by making our offerings accessible to all. BP believes safety is first, quality over quantity and all are welcome, and we expect leaders to embody these values.  It is required to work a minimum of 3 shifts per week.

Many duties require the availability to work a flexible schedule based on business needs and events, including possible evenings, weekends, and holidays. Duties often occur before and after regular business hours.