Member Experience & Operations Manager

Browns Fit; Cleveland (OH); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Vision insurance

Bonus based on performance

Dental insurance

Employee discounts

Job summary

Browns Fit in Cleveland is seeking an Operations Manager to ensure the club delivers the best guest and member experience. You will oversee service, facilities, and staff performance to create a welcoming environment for members and guests.

Collaborating with the General Manager, you will coach Member Services, Recovery Lounge, and Fuel Zone teams, drive promotions, and maintain HR training compliance. This full-time role requires a hands-on leader who thrives in a dynamic club setting.

Qualifications

• Experience leading a guest-service or club operations team.
• Ability to manage daily operations and budgets.
• Strong communication and problem-solving skills.

Responsibilities

• Service Management
• Ensure that all club members are delivered a high member service experience
• Proactively engage club member base, regularly greet and interact with members, respond to member emails, and efficiently resolve shift report requests
• Resolve member concerns and complaints in a professional manner within club parameters
• Monitor club facilities for appearance and equipment and resolve or elevate issues that detract from the member experience
• Assist General Manager in providing direction to third party janitorial service
• Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience
• Drive club efforts in achieving revenue goals in Fuel Zone (if applicable)
• Drive club efforts in achieving revenue goals in Recovery Lounge
• Work with GM in implementation of promotions and merchandising
• Ensure that team members have completed the appropriate HR training
• Implement operational procedures in the club and follow-up with compliance checks by monitoring club systems and employee performance
• Mediate club team member relation matters for all club operations team members
• Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, file organization, member check-in, telephone inquiry, guest registration, ups sheet, cash handling, member ID cards, etc.
• Make daily banking deposits
• Order and maintain all supplies
• Supervise point‑of‑sales (POS) operations
• Maintain a fully engaged and high performing member service team that aligns with company values and goals
• Hire (with GM approval) qualified Member Services, Recovery Lounge and Fuel Zone staff
• Manage Member Services, Recovery Lounge and Fuel Zone staff schedule within budgeted hours submitted to and approved by GM
• Conduct monthly meetings with direct reports to review performance and offer direction, motivation, and guidance toward achieving individual and company goals
• Coach staff under the guidance of the GM and consult with the corporate office for additional direction when necessary
• Perform other duties as required. Employee responsibilities are subject to change at any time

Skills

Team leadership

Operations management

Customer service

Budgeting

Staff scheduling

Job description

Browns Fit in Cleveland is seeking an Operations Manager to ensure the club delivers the best guest and member experience. You will oversee service, facilities, and staff performance to create a welcoming environment for members and guests.

Collaborating with the General Manager, you will coach Member Services, Recovery Lounge, and Fuel Zone teams, drive promotions, and maintain HR training compliance. This full-time role requires a hands-on leader who thrives in a dynamic club setting.