Operations & Member Experience Manager

American Family Fitness; Fredericksburg (VA); On-site; USD 45,000 - 60,000; Full time

Job summary

American Family Fitness in Fredericksburg, VA is seeking an experienced Assistant General Manager to lead the daily club operations, drive membership sales, and oversee team development.

The AGM acts as Manager on Duty when the General Manager is unavailable and may assume interim General Manager responsibilities, coordinating with Department Heads and Regional Leadership to ensure operational excellence and exceptional member service.

Qualifications

• High school diploma or equivalent required; associate or bachelors degree preferred.
• Previous supervisory or management experience required.
• Fitness industry, hospitality, retail, or service management experience preferred.
• Proven ability to lead, coach, and develop employees.
• Strong communication, interpersonal, and customer service skills.
• Sales leadership experience preferred.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Proficient with Microsoft Office and business management software.

Responsibilities

• Assist the General Manager with daily operation of the club.
• Serve as Manager on Duty in the absence of the General Manager.
• Ensure company policies, procedures, safety standards, and emergency protocols are consistently followed.
• Foster a positive, professional, and member-focused culture throughout the club.
• Support departmental collaboration to ensure efficient club operations.
• Attend required meetings, training sessions, and leadership development programs.
• Perform other duties as assigned.
• Recruit, interview, hire, onboard, train, coach, and develop employees in accordance with company standards.
• Maintain appropriate staffing levels and scheduling in partnership with the General Manager.
• Provide regular coaching, feedback, and performance evaluations.
• Document coaching and performance concerns as appropriate.
• Administer corrective action and assist with employee terminations in accordance with company policies and approval processes.
• Maintain accurate personnel documentation and complete employment paperwork timely.
• Coach and motivate the Sales Membership team to achieve individual and club sales goals.
• Conduct sales meetings and ongoing sales training.
• Assist Membership Directors with membership sales, prospecting, lead generation, and member retention.
• Perform Membership Director duties when required for business needs.
• Schedule Membership Directors to ensure adequate coverage within the club and at community events.
• Deliver exceptional customer service by greeting members with a friendly, professional, and welcoming attitude.
• Build positive relationships with members by providing personalized services whenever possible.
• Communicate club promotions, programs, and events to members and staff.
• Assist in resolving member concerns promptly and professionally.
• Maintain knowledge of Welcome Desk operations and administrative procedures.
• Assist with bank deposits, month-end reporting, and required club documentation.
• Complete new hire paperwork and other administrative tasks accurately and within required timelines.
• Utilize company recruiting and HR systems in accordance with established procedures.

Skills

Communication

Interpersonal skills

Customer service

Leadership/Coaching

Sales leadership

Scheduling

Education

High school diploma or equivalent

Associate or Bachelors degree preferred

Tools

Microsoft Office

Business management software

Job description

American Family Fitness in Fredericksburg, VA is seeking an experienced Assistant General Manager to lead the daily club operations, drive membership sales, and oversee team development.

The AGM acts as Manager on Duty when the General Manager is unavailable and may assume interim General Manager responsibilities, coordinating with Department Heads and Regional Leadership to ensure operational excellence and exceptional member service.