PROGRAMS MANAGER

Sender One Service; Santa Ana (CA); Presencial; USD 37.000 - 45.000; Jornada completa

Descripción de la vacante

Sender One in Santa Ana is seeking a Programs Manager to lead the Youth Programs & Instruction teams and uphold the company’s core values while guiding staff to deliver outstanding experiences for visitors, guests, members, and partners.

You will coach and mentor staff, develop schedules, manage program curricula, and collaborate with multiple departments to ensure programs meet Sender One standards and safety expectations.

Formación

• Experience advising staff and building strong teams.
• Willingness to give and receive feedback professionally.
• Passion for climbing and working with youth.
• Ability to think creatively to solve shared responsibilities.
• Commitment to personal and professional growth.
• Team-oriented with collaborative mindset.
• Strong communication and delegation skills.

Responsabilidades

• Lead and align staff across Youth Programs roles.
• Develop monthly staff development plans.
• Manage instructors, coaches, and camp staff to meet program standards.
• Create and manage monthly staff schedule.
• Address customer feedback using Hug Your Haters approach.
• Coordinate with other gym departments.
• Provide weekly updates to Programs team.
• Attend managers meetings to share updates.
• Oversee check-ins and reviews.
• Collaborate with Customer Experience Manager on cross-training.
• Collaborate with Head Route Setter for program needs.
• Meet minimum 35 hours per week and maintain weekend availability.
• Attend mandatory meetings and staff quarterly gatherings.

Conocimientos

Staff mentorship

Clear communication

Climbing passion

Creative problem solving

Feedback receptiveness

Team collaboration

Proactiveness

Herramientas

Google Suite

Paycom

Rock Gym Pro

Basecamp

Descripción del empleo

Job Details: Job Location: SENDER ONE SNA - SANTA ANA, CA 92705, Salary Range: $27.00 - $33.00 Hourly, Overview:

A Programs Manager is someone who develops the Youth Programs & Instruction teams and embodies Sender Ones core values when making decisions. As a coach and mentor, the Programs Manager ensures all Sender One staff, including coaches and instructors are providing outstanding experience to new visitors, guests, members, and partners who walk through our doors.

Responsibilities:

• Expert on all the responsibilities of a Youth Programs Supervisor, Youth Program Coordinator, Youth Program Head Coach, Youth Program Shift Lead, Instruction Coordinator, and Camp Lead;
• Complete goals on development plan set by the Gym Manager;
• Manages staff of instructors, recreational & competition coaches as well as camp staff to ensure the delivery of all programs curriculums are meeting Sender Ones standards;
• Check in with assigned staff on a monthly basis & assign frontline staff to YP Supervisors & Camp Leads;
• Creates and manages the monthly schedule and follows the scheduling guidelines and timeframes for posting the schedule;
• Responses to customer feedback received through reviews. surveys, emails, phone calls, and in-person interactions using the Hug Your Haters philosophy;
• Understands other gym department functions and offerings;
• Manages weekly Huddle updates to communicate any operational, location, and/or departmental information to the Programs team;
• Attends the weekly department managers meeting to inform other department managers of changes, updates, and/or stucks in the Programs department;
• Oversees check ins and reviews, including but not limited to, 60 day, monthly, annual, and staff-requested check ins;
• Collaborates with Customer Experience Manager to cross train staff;
• Collaborates with the Head Route Setter about the Programs setting needs.

Qualifications: Profile:

• An experienced and trusted advisor for staff - discover & connect with others;
• Delegates and communicates with staff clearly and respectfully;
• Passionate about climbing, working with kids, and instructing;
• Ability to harness imagination and find novel approaches to shared responsibilities;
• Ability to learn and grow from each task, challenge, and interaction while seeing them through to the end;
• Open to receiving & providing feedback, guidance, insight, assistance, and perspective in a professional manner;
• Work with a team, provide support to fellow team members, share ideas, and earn trust;
• Take initiative and have the drive to grow professionally.

Industry Experience:

• Top rope & lead belay and climbing experience
• Knowledge of Google Suite Gmail, Sheets, Docs, Drive, etc.
• Knowledge of Paycom preferred & interviewing experience
• Knowledge of Rock Gym Pro reporting & data handling preferred
• Knowledge of Basecamp preferred
• Experience coaching and instructing
• Experience with USAC competition format and rules

Time Commitment:

• Must be able to work a minimum of 35 hours in the Programs department per work week (Sun - Sat);
• Must be fully available to work at least one weekend day per work week (Sun - Sat);
• Must work at least 2 frontline Youth Program shifts per week;
• Must be able to work certain morning, night, and alternate weekend day shifts depending on business and/or operational needs;
• Must attend the Programs meeting;
• Must attend the Weekly Managers meeting;
• Must attend the Monthly Managers meeting;
• Must attend the Mandatory All Staff Quarterly meeting.

Key Performance Indicators:

Youth Programs:

• Youth Programs Net Promoter Score
• Total Team Participation
• Camp Attendance

Instruction:

• Total Instruction Participation