Operations Lead

24 Hour Fitness USA, LLC; Kapolei (HI); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Free gym membership

401k with match

Job summary

24 Hour Fitness USA, LLC in Kapolei, Hawaii, is seeking an Operations Lead to ensure the club delivers an outstanding member experience by coordinating with the General Manager and a team of attendants and service advisors. You will oversee daily operations, cleanliness, safety, and member service, drive membership and retail revenue, and serve as Manager on Duty during shifts.

Model our service promise, foster a positive, results-driven culture, and lead by example to achieve strong business

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 FirstAid/CPR or personal training.

Responsibilities

• Drive club performance by executing daily operational standards that support exceeding budget and growing membership and IMU.
• Serve as Manager on Duty during assigned shifts, ensuring a clean, safe, welcoming and efficient club environment.
• Lead Club Attendants and Sales & Service Team Members to deliver consistent service and achieve retail goals.
• Own member issue resolution by addressing concerns and inquiries.
• Assist in member retention through training and development of the Sales and Service team.
• Improve club cleanliness and sentiment by validating cleaning routines and coordinating with Facilities.
• Partner with the General Manager on scheduling, timekeeping, dress code and coaching.
• Manage inventory and front desk supplies to keep the club stocked and well maintained.

Skills

Net Promoter Score

Customer service

Team supervision

Interpersonal communication

Flexibility schedule

First Aid/CPR

Tools

Power BI

SMG 360

Job description

ABOUT US

For over 40 years, 24 Hour Fitness has been a leader in the industry, driven by our mission to help our community live healthier and happier through the transformative power of fitness. With clubs nationwide, we create inclusive, welcoming spaces equipped with premium strength and cardio equipment, studio classes, and innovative digital tools. Our impact goes beyond the gym--we support our members' total well-being through coaching, connection, and community. Join us and be part of a team that's changing lives every day!

JOB SUMMARY

The Operations Lead ensures that the club delivers an outstanding member experience every day by working closely with the General Manager and a team of club attendants and sales and service advisors to support daily operations, facility upkeep, and member service. In this role, the Operations Lead is responsible for maintaining a clean and safe environment, directing team members, monitoring member feedback, driving membership and retail revenue growth, and serving as Manager on Duty during assigned shifts. Through modeling our service promise and leading by example, the Operations Lead fosters a positive, results oriented culture focused on member satisfaction and strong business performance.

ESSENTIAL DUTIES & 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

QUALIFICATIONS

• Required Knowledge, Skills & Abilities
• 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 FirstAid/CPR or personal training.

Preferred Knowledge, Skills & Abilities

• Organizational and problem solving skills. Ability to multitask, prioritize and follow through on projects and tasks to completion.
• Demonstrated critical thinking and resourcefulness in addressing operational challenges.
• Customer service and supervisory experience a plus.
• Proven ability to lead a team in a high traffic environment.
• Experience with budget preparation, sales and marketing initiatives

Physical Demands/ Environmental Conditions

• Must be able to communicate via phone, email and in person.
• Ability to sit, stand or walk for extended periods during an 8 hour shift.
• Ability to lift and move up to 50pounds of equipment or supplies.
• Work is performed in a fitness club environment with exposure to cleaning chemicals, moderate noise and active members.
• Must adhere to company safety policies and wear appropriate personal protective equipment when required.

Travel Requirement

• Occasional travel may be required for meetings, training or prospecting.

BENEFITS AT 24

In line with our mission to create a healthier, happier world, we offer comprehensive benefits to help our team members do just that. We offer benefits such as paid time off, medical and dental coverage, 401k with match for qualifying positions, a free gym membership, and discounts on products and personal training. We also have a variety of Employee Resource Groups that you can connect with to participate in community events both in-person and virtually.

Disclaimer

DISCLAIMER: This job description is intended to describe the general job functions and requirements for this position. This is not intended to be an exhaustive list of all the qualifications, responsibilities, duties, and skills required. 24 Hour Fitness reserves the right to modify, add, or remove duties as necessary.

Area of Interest

Service

EEO is the Law

ADP Privacy Statement Artificial Intelligence Google Privacy Policy Google Terms of Service