Operations Manager

iFLY Indoor Skydiving; Baltimore (MD); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus opportunities

401(k) retirement plan

Medical, dental, vision

Paid time off (PTO)

Parental leave

Company holidays

Tuition reimbursement

Employee discount

Free flight time

Ongoing training

Job summary

iFLY Indoor Skydiving in Baltimore, MD is seeking an Operations Manager to lead instructors, CSRs and STEM educators, ensuring full staffing, safety and outstanding guest experiences.

You will manage flight schedules, supervise teams, maintain premium facility standards, and partner with the General Manager to drive growth and operational excellence. Strong leadership and a safety-first mindset are essential for success in this dynamic, customer-facing environment.

Qualifications

• Experience in operations management in a customer-facing environment.
• Strong leadership and team management capabilities.
• Ability to monitor business metrics and close gaps with plans.
• Excellent written and spoken communication.
• Experience in talent acquisition and training.
• Commitment to safety and enforcing standards.
• Detail-oriented with prioritization skills.
• Proficient with Microsoft Office.
• Familiarity with POS systems.

Responsibilities

• Oversee day-to-day operations of the facility, ensuring seamless and efficient execution.
• Ensure the tunnel is fully staffed at all times.
• Create and manage daily flight and staff schedules to ensure optimal coverage and efficiency.
• Supervise instructors, CSRs and STEM educators, ensuring a high standard of customer service and professionalism.
• Lead, motivate, and develop the team, focusing on development and accountability.
• Manage inventory control and ordering of supplies to ensure operational readiness.
• Maintain daily reporting, including payroll and operational reports.
• Ensure your tunnel shows as a premium venue - clean, well-maintained, and presentable.
• Recruit, hire, train, develop and performance manage team members.
• Assist the General Manager as needed.
• Perform safety audits and enforce safety standards.

Skills

Operations management

Leadership and people management

Business metrics monitoring

Communication skills

Talent acquisition and training

Safety compliance

Detail-oriented

Microsoft Office Suite

POS systems

Education

High School Diploma or equivalent

Bachelor's degree preferred

Job description

General Description

Salary Range: $65-$75k annually

At iFLY, our mission is to deliver the dream of flight to everyone! A global company with almost 100 vertical wind tunnels in 19 countries (corporate and franchise), iFLY offers an exciting opportunity to join a successful and innovative organization that supports your professional growth.

As the Operations Manager, you will lead and inspire the team of instructors, customer service reps and STEM educators, ensure the tunnel is fully staffed at all times, enforce the highest standards of safety, deliver an unparalleled customer experience, ensure your tunnel shows as a premium venue, and support the General Manager as needed.

Your effective leadership will foster a collaborative atmosphere where all team members feel included and contribute to our companys success. You will inspire each team member (Lead Instructor, Instructors, Customer Service Representatives, and Educators) to develop and grow to their full potential.

Every member of the iFLY Flight Crew embodies and delivers our core values of SOAR :

• S afety First – Commitment and continuous investment in Safety


• O utrageous Passion – Striving for excellence in all things iFLY


• A ccountability - Do what we say well do (See it, Own it, Solve it)


• R espect – Embrace our differences and treat one another how we want to be treated

Duties and Responsibilities

Daily Operations:

• Oversee and manage the day-to-day operations of the facility, ensuring seamless and efficient execution of all activities within the tunnel.


• Ensure the tunnel is fully always staffed.


• Create and manage daily flight and staff schedules to ensure optimal coverage and efficiency.


• Supervise instructors, CSRs and STEM educators, ensuring a high standard of customer service and professionalism.


• Lead, motivate, and support the team, focusing on development, conflict resolution, and overall team satisfaction. Inspire them to develop and grow to their full potential.


• Manage inventory control and ordering of supplies to ensure operational readiness.


• Manage and maintain daily reporting, including payroll and operational reports.


• Ensure your tunnel shows as a premium venue - clean, well-maintained, and presentable both inside and outside.


• Recruit, hire, train, develop and performance manage team members. Hire and develop the best team.


• Assist the General Manager as needed.

Safety:

• Uphold and enforce all safety guidelines and standards, ensuring a secure environment for both team members and customers.


• Perform regular safety audits and inspections to proactively identify and mitigate potential hazards.


• Ensure comprehensive and continuous training for all team members on safety protocols and emergency response procedures is completed.


• Respond swiftly and thoroughly to any safety concerns or incidents, maintaining the highest standards of safety.

Work Experience and Knowledge Requirements

• Proven experience in operations management, in a customer facing industry


• Strong leadership and team management skills


• Proficiency in monitoring various business metrics and developing plans to address any gaps


• Excellent communication skills with the ability to clearly convey objectives while inspiring and guiding a diverse team


• Experience in talent acquisition, team development and training with proficiency in conducting performance-driven meetings and managing employee recognition and accountability programs


• A strong commitment to safety and a proven history of enforcing safety standards


• Detail-oriented with the ability to prioritize tasks effectively


• Proficiency in Microsoft Office Suite


• Familiarity with Point-of-Sale systems

Educational Background:

• High School Diploma or equivalent required


• Bachelors degree preferred

The Good Stuff

• Competitive Salary and performance bonus opportunities


• Salary Range: $65k - $75k


• Medical, dental, vision and supplemental plans


• Paid time off (PTO) and;


• Parental Leave


• Company Holidays


• 401k retirement investment


• Employee Assistance Programs (F2F counseling, financial coaching, legal counseling & mediation services)


• Tuition reimbursement


• Referral bonus program


• Employee discount on retail merchandise and flight packages


• Free flight time for team members and family


• Ongoing training and development programs

*This document is not an exhaustive list of every task this position will be asked or expected to perform. The primary responsibility of all iFLY Team Members is to prioritize their activities based on the needs of the business. As iFLY continues to grow and evolve, so will the duties of our Team Members