Club Operations Lead - Member Experience & Growth

24 Hour Fitness USA, LLC; Edgemont (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

24 Hour Fitness USA, LLC seeks an Operations Lead to support daily club operations, ensure a clean and safe environment, and lead a team of attendants and Sales & Service staff. You will act as Manager on Duty, drive member satisfaction, and contribute to retail revenue growth.

The role requires supervising experience, strong communication, and flexibility to work mornings, evenings, and weekends. Join a team committed to health and service excellence.

Qualifications

• 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.

Responsibilities

• Drive club performance by executing daily operational standards that support exceeding retail budget, improving IMU, and growing membership, as measured through PBI and Pulse reporting.
• Serve as Manager on Duty during assigned shifts, leading day to day operations to ensure a clean, safe, welcoming, and efficient club environment that positively impacts member experience.
• Lead and direct Club Attendants and Sales & Service Team Members alongside the General Manager to deliver consistent service behaviors and operational execution that support retail performance and issue resolution goals leading to improvement in member retention.
• 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 in partnership with Sales and Service Manager and General Manager on Clean, Friendly and Well-Maintained.
• Improve club cleanliness and member sentiment by validating daily, weekly, and monthly cleaning routines, monitoring member feedback, and partnering with Facilities to ensure timely maintenance and equipment repairs.
• Partner with the General Manager to reinforce operational basics, including scheduling support, timekeeping accuracy, dress code compliance, and coaching team members to consistently meet performance expectations.
• Manage resources and inventory. Maintain adequate supplies of towels, cleaning products and front desk materials; track usage and ensure the club is stocked with necessities to keep the club clean, friendly and well maintained

Skills

SMG 360 familiarity

Power BI

Net Promoter Score

Customer service

Supervisory experience

First Aid/CPR certification

Personal training certification

Flexible schedule willingness

Tools

SMG 360

Power BI

Job description

24 Hour Fitness USA, LLC seeks an Operations Lead to support daily club operations, ensure a clean and safe environment, and lead a team of attendants and Sales & Service staff. You will act as Manager on Duty, drive member satisfaction, and contribute to retail revenue growth.

The role requires supervising experience, strong communication, and flexibility to work mornings, evenings, and weekends. Join a team committed to health and service excellence.