Operations Supervisor - Boston

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. 

The Operations Supervisor is responsible for supporting the needs of the front desk staff by providing leadership, modeling, and training as well as acting as the principal conduit between customers, staff, and management. Operations Supervisors work alongside front desk 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. This position also supports programs, birthday parties, events, and individual and group instruction in the gym.  Operations Supervisors are responsible for oversight of each shift's cleaning schedule and ensuring that rules and safety regulations are followed.  Operations Supervisors may also have additional, unique managerial and supervisory responsibilities.

General Responsibilities

• Serve as a key resource for Boston Bouldering Projects procedures and policies; responsible for execution of correct procedures and policies.
• Promote BP's customer service philosophy through coaching, training, and modeling.
• Ensure staff's quality and performance by participating in assessment, commendations, and evaluation.
• Maintain employee motivation, job satisfaction, and professionalism via dynamic leadership.
• Participate in regular meetings with managers, coordinators, other supervisors, and staff.
• Work actively to cover staff absences, illnesses, and special circumstances.
• Promote efficiency by supervising and coordinating staff activities in the gym
• Process purchases, membership services, and all other transactions at the register in alignment with BP customer service goals.
• Identify, research, and resolve customer issues.
• Perform unique transactions such as class and event sign-ups, special ticket sales, etc.
• Ensures that document retention, processing, and disposal guidelines are followed.
• Supports customers by actively responding to customer needs, membership and event questions, general inquiries, and customer feedback.
• Engage with customers, providing assistance with climbing, orientation, and amenities.
• Ensure that new customers are introduced to the facility and rules.
• Oversee a clean, organized, and presentable facility for members and guests
• Ensure that opening and closing procedures are completed
• Assist in maintaining organized, clean, and efficient POS systems
• Ensure that retail areas are maintained and stocked.
• Identify and develop improved cleaning procedures
• Ensure that regular locker room and facility walkthroughs are performed.  Work with the maintenance team and other staff to perform regular cleaning duties

Group/Event Facilitation and Instruction

• Support the facilitation of groups, birthday parties, and events.
• Ensure that yoga and fitness classes are properly coordinated and respond dynamically to scheduling changes.
• Participate in individual and group instruction as assigned.

Facility Safety and Incident Response

• Serve as lead to support Risk Management development.
• Respond proactively to injuries, accidents, or incidents following the Safety Manual and BP protocols, ensuring proper documentation of incidents via the incident report log.
• Ensure that all customers using the facility have a waiver on file and are aware of the rules and regulations of the facility.
• Provide safety to customers through instruction and orientation.
• Administer first aid in accordance with Safety Manual and BP Protocol

It is imperative to maintain excitement about the culture and community of fitness Boston Bouldering Project. Boston 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.  

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