Manager, Member Experience Operations

Planet Fitness; United States Virgin Islands; Hybrid; USD 120,000 - 145,000; Full time

Benefits offered by this job

401(k) Plan

Employee stock purchase plan

Paid parental leave

Tuition reimbursement

Volunteer time off

Job summary

Planet Fitness seeks a Manager, Member Experience Operations to support planning, coordination, and execution of strategic member experience initiatives across the Planet Fitness system. This role partners with leadership and cross-functional teams to manage projects and bring member-facing programs to life.

The role requires aBachelor's degree and 5+ years in project/ops roles, with hybrid in-office work in MA/NH, and no fully remote option. Salary bands are provided below.

Qualifications

• Bachelor's degree in Business Administration, Hospitality Management, Marketing, Communications, Operations Management, Project Management, or a related field required.
• 5+ years of experience in project management, program management, operations, events, customer experience, hospitality, retail, or related fields.
• Experience supporting large-scale programs, operational rollouts, events, activations, or customer experience initiatives preferred.
• Proven ability to manage multiple complex, cross-functional projects simultaneously.
• Excellent presentation and communication skills along with the ability to communicate effectively across all levels of the organization.

Responsibilities

• Supports the planning, coordination, and execution of Member Experience & Innovation initiatives across the organization.
• Develops and maintains project plans, timelines, milestones, workstreams, and implementation schedules for multiple concurrent initiatives.
• Coordinates cross-functional teams to ensure deliverables are completed on time and project objectives are achieved.
• Identifies project risks, dependencies, and operational challenges while partnering with stakeholders to develop solutions.
• Supports annual planning, roadmap management, prioritization efforts, and executive reporting across the Member Experience portfolio.
• Supports the planning and execution of enterprise member events, club activations, and experience programs across the Planet Fitness system.
• Coordinates event timelines, communications, training materials, implementation plans, and launch readiness activities.
• Develops and maintains event playbooks, toolkits, implementation guides, and execution resources.
• Tracks milestones, deliverables, and action items to ensure successful execution across teams and stakeholders.
• Leads post-event recaps, documentation, feedback collection, and continuous improvement efforts.
• Supports the implementation of innovation initiatives, pilot programs, and new member experience concepts.
• Partners with Design Insights, Fitness, Operations, Marketing, Franchise Support, and other stakeholders to ensure alignment throughout project lifecycles.
• Facilitates project meetings, stakeholder reviews, working sessions, and implementation planning activities.
• Maintains project documentation, communication plans, and implementation resources to support successful execution.
• Supports the transition of successful pilots into scalable programs, processes, and operational practices.
• Develops tools, processes, and project management best practices that improve team efficiency and execution.
• Maintains visibility into initiative progress through reporting, dashboards, status updates, and project tracking tools.
• Supports budget tracking, vendor coordination, and implementation logistics as needed.
• Identifies opportunities to streamline processes, improve collaboration, and enhance cross-functional execution.
• Holds scalable approaches for launching and managing member experience programs across the Planet Fitness system.
• Demonstrates leadership through influence, builds consensus, and drives organizational change.
• Dedicated learner with a natural curiosity for growth and adaptability.
• Exhibits comfort and flexibility in a fast-paced, deadline-driven environment.
• Cooperative team player with a positive, can-do attitude.

Skills

Project management

Cross-functional leadership

Stakeholder coordination

Communication skills

Leadership

Plan & organize

Education

Bachelor's degree

Job description

Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the world by number of members and locations. As of March 31, 2026, Planet Fitness had approximately 21.5 million members and 2,909 clubs in all 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, Australia and Spain. The Company’s mission is to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment, which we call the Judgement Free Zone®. Approximately 90% of Planet Fitness clubs are owned and operated by independent business owners.

At Planet Fitness, our unique mission has always been to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment. And we’re proud of the amazing Planet Fitness team that supports our clubs and team members. They are comprised of dynamic, dedicated, and talented individuals who represent our values of integrity, transparency, passion, respect, and excellence (while having fun!) in everything they do.

Joining the PF family means being part of a company that cares about bettering the health and wellbeing of our communities. It means being a part of a supportive, engaging workforce with an inclusive culture that values diversity and creates an environment where everyone can feel they belong. It means encouraging professional growth and development. It means making true, lasting connections with your co-workers with celebrations, team building activities and engaging corporate events! It means creating a positive impact in our local communities through our Judgement Free Generation® philanthropic initiative. It means being part of a brand that you can be proud of!

For the past 30 years, we’ve helped millions of people in their fitness journey and revolutionized the industry along the way. And we’re just getting started!

The Manager, Member Experience Operations is responsible for supporting the planning, coordination, and execution of strategic member experience initiatives across the Planet Fitness system. This role partners closely with the VP of Member Experience & Innovation and cross-functional stakeholders to manage projects, support operational planning, coordinate implementation efforts, and help bring member-facing programs and experiences to life.

The Manager, Member Experience Operations works across Member Experience, Operations, Marketing, Product, Communications, Franchise Support, Corporate Clubs, Fitness, and Analytics to ensure initiatives are organized, aligned, and successfully executed. This role combines strong program management, stakeholder coordination, and operational execution skills with a passion for creating exceptional member experiences.

This role follows a hybrid schedule and requires regular, in-person work at our Boston, MA or Hampton, NH office. Our hybrid model is M/T/W in office and TH/F are optional work-from-home. Candidates must reside within commuting distance of one of these locations. Fully remote work is not available for this role.

Program & Initiative Management

• Supports the planning, coordination, and execution of Member Experience & Innovation initiatives across the organization.
• Develops and maintains project plans, timelines, milestones, workstreams, and implementation schedules for multiple concurrent initiatives.
• Coordinates cross-functional teams to ensure deliverables are completed on time and project objectives are achieved.
• Identifies project risks, dependencies, and operational challenges while partnering with stakeholders to develop solutions.
• Supports annual planning, roadmap management, prioritization efforts, and executive reporting across the Member Experience portfolio.

Event & Activation Execution

• Supports the planning and execution of enterprise member events, club activations, and experience programs across the Planet Fitness system.
• Coordinates event timelines, communications, training materials, implementation plans, and launch readiness activities.
• Develops and maintains event playbooks, toolkits, implementation guides, and execution resources.
• Tracks milestones, deliverables, and action items to ensure successful execution across teams and stakeholders.
• Leads post-event recaps, documentation, feedback collection, and continuous improvement efforts.

Innovation & Cross-Functional Coordination

• Supports the implementation of innovation initiatives, pilot programs, and new member experience concepts.
• Partners with Design Insights, Fitness, Operations, Marketing, Franchise Support, and other stakeholders to ensure alignment throughout project lifecycles.
• Facilitates project meetings, stakeholder reviews, working sessions, and implementation planning activities.
• Maintains project documentation, communication plans, and implementation resources to support successful execution.
• Supports the transition of successful pilots into scalable programs, processes, and operational practices.

Operational Excellence & Program Support

• Develops tools, processes, and project management best practices that improve team efficiency and execution.
• Maintains visibility into initiative progress through reporting, dashboards, status updates, and project tracking tools.
• Supports budget tracking, vendor coordination, and implementation logistics as needed.
• Identifies opportunities to streamline processes, improve collaboration, and enhance cross-functional execution.
• Helps establish scalable approaches for launching and managing member experience programs across the Planet Fitness system.
• Bachelor's degree in Business Administration, Hospitality Management, Marketing, Communications, Operations Management, Project Management, or a related field required
• 5+ years of experience in project management, program management, operations, events, customer experience, hospitality, retail, or related fields
• Experience supporting large-scale programs, operational rollouts, events, activations, or customer experience initiatives preferred
• Proven ability to manage multiple complex, cross-functional projects simultaneously
• Strong project management, organization, planning, and execution skills
• Experience developing project plans, implementation strategies, executive updates, and stakeholder communications
• Strong operational mindset with the ability to translate ideas and strategies into actionable plans
• Ability to influence and coordinate stakeholders without direct authority
• Extremely detail-oriented, efficient, and organized with an exceptional ability to establish priorities and objectives
• Excellent presentation and communication skills along with the ability to communicate effectively across all levels of the organization
• Able to establish and maintain effective, collaborative work relationships with diverse individuals, internally and externally
• Creative, progressive, thought leadership with the ability to influence teams and stakeholders at all levels of the organization
• Strong leadership, coaching, and mentoring skills with the ability to develop talent, drive accountability, and foster high-performing teams
• Demonstrated ability to lead through influence, build consensus across cross-functional teams, and drive organizational change
• Dedicated learner with a natural curiosity for consistent growth
• Exhibits comfort, ease, and flexibility working in an extremely fast-paced, ever-changing deadline-driven environment
• Cooperative team player with an upbeat, positive, “can-do” attitude!

Planet Fitness cares about you and your well-being. We offer a comprehensive benefits package to eligible employees which includes the core medical, dental, vision, life and disability as well as supplemental accident, hospital and critical illness coverage options. In addition, we are proud to offer eligible employees a generous time off program (including volunteer time), childcare reimbursement, paid parental leave, pet care reimbursement, tuition reimbursement, free Black Card membership, learning and development programs and a whole host of engagement activities. We offer a 401(k) Plan with safe harbor employer matching and an employee stock purchase plan.

The salary for MA-based and NH-based employees hired into this role will be aligned with the range below. This is a good faith estimate, and the amount of base salary will correspond with a candidate’s professional experience, qualifications and internal equity.

Annual Base Salary Range $120,000 - $145,000