Supervisor, Operations

Boston Bouldering Project, LLC; Somerville (MA); On-site; USD 25,000 - 30,000; Part time

Benefits offered by this job

Free BP membership for you and a plus1

Discounts on gear and merchandise

Commuter benefits & wellness programs

Supportive work culture

Job summary

Bouldering Project in Somerville, MA is seeking an Operations Supervisor to lead the front desk and gym operations on shift. You will model BP standards, coach staff, and ensure a safe, welcoming environment for guests.

Responsibilities include overseeing guest experiences, processing memberships and events, coordinating programs, and maintaining a clean, organized facility. This is a part-time, hourly role with growth opportunities within a community-focused climbing gym.

Qualifications

• Customer service experience with ability to lead a small team
• Strong communication and interpersonal skills
• Ability to stay calm and organized during busy shifts

Responsibilities

• Lead Operations Specialists on shift and delegate tasks to ensure smooth front desk operations
• Coach and model BP standards for customer service and policies
• Monitor team performance and provide in-the-moment feedback
• Act as a key resource for team questions and shift coverage
• Communicate shift notes to Operations Managers and supervisors
• Set the tone for an inclusive, warm guest experience
• Oversee front desk transactions and retail support
• Maintain a clean, organized facility during shifts
• Support group events and programming
• Lead emergency procedures and incident documentation

Skills

Customer service leadership

Team leadership

Communication

Calm under pressure

Climbing gym familiarity

Job description

Description

About Bouldering Project

Bouldering Project is more than a climbing gym—we’re a community. We’re driven by a shared belief: that climbing, movement, and connection should be accessible to everyone. From first-timers to seasoned climbers, families to fitness enthusiasts, and our own teammates—we create inclusive, inspiring spaces where people move, grow, and belong. With world-class climbing, yoga and fitness offerings, and welcoming community spaces, we’re proud to serve nine markets across the U.S.—and we’re just getting started.

About the Role

The Operations Supervisor supports the front desk team and overall gym operations through daily leadership, coordination, and direct service. This role is the lead staff member on shift—ensuring that policies are followed, customers are supported, and the facility remains clean, safe, and welcoming. Operations Supervisors provide real-time coaching, help manage front desk responsibilities, assist with retail and programs, and serve as the primary point of escalation for staff and guest needs.

What You’ll Do

Team Leadership

• Lead Operations Specialists on shift and delegate tasks to ensure smooth front desk operations.
• Coach and model BP standards for customer service, policies, and front desk procedures.
• Monitor team performance, offer in-the-moment feedback, and support a positive, professional work environment.
• Act as a key resource for team questions and ensure shift coverage in the case of callouts or absences.
• Communicate shift notes and relevant updates to Operations Managers and other supervisors.

Guest Experience & Emotional Culture

• Set the tone for an inclusive, warm, and emotionally safe environment.
• Cultivate presence and energetic tone in all guest interactions.
• Lead with emotional attunement—especially in the first 60 seconds of a guest’s arrival.
• Support and guide the team in delivering a human-centered, consistent check-in and waiver process.
• Ensure new guests receive orientation and are introduced to community guidelines.
• Address customer concerns with empathy and clear communication.

Customer Service & Front Desk

• Actively support customers with membership questions, event sign-ups, and day pass transactions.
• Process purchases and returns at the register and support retail operations.
• Troubleshoot customer issues, follow through on resolutions, and document incidents or escalations as needed.
• Maintain tidy, organized point-of-sale systems and ensure clear communication at the front desk.

Facility Oversight

• Ensure the facility remains clean, organized, and presentable during your shift.
• Oversee cleaning tasks during scheduled shifts; escalate maintenance or supply concerns to the Operations Manager.
• Conduct walkthroughs of locker rooms, common spaces, and front desk areas.
• Restock supplies and support the maintenance of the retail and check‑in areas.

Programs, Events, and Instruction

• Ensure Operations Specialists are prepared to deliver group and event orientations; assist directly when coverage or escalation is needed.
• Support instructors or event leaders with setup, guest check-in, and communication.
• Step in for individual or group instruction if assigned or trained.

Safety & Risk Management

• Serve as the shift lead for emergency procedures and incident response.
• Administer first aid according to BP safety protocols and document all incidents appropriately.
• Ensure customer waivers are on file and that facility rules are upheld.
• Educate guests on safety expectations and provide orientation as needed.

Requirements

What You’ll Bring

• Customer service experience and the ability to lead a small team.Strong communication and interpersonal skills.
• Ability to stay calm and organized during busy shifts or unexpected challenges.
• Familiarity with climbing gyms, fitness centers, or high‑traffic service environments preferred.
• A growth mindset and the desire to help others succeed.
• Flexible schedule, including availability for evenings and weekends.

We know not everyone will meet 100% of the qualifications—if this role excites you, we encourage you to apply.

Working at Bouldering Project

At Bouldering Project, we aim to cultivate excitement for movement, belonging, and community. We lead by example—making our spaces and offerings accessible and welcoming to all. Our core values—Inclusive, Quality‑Obsessed, Local at the Core, and Growth‑Oriented—are expected to be demonstrated in both leadership and daily operations. These values guide how we build community, deliver exceptional experiences, and continually evolve together.

This role may require a flexible schedule, including availability during evenings, weekends, or outside standard business hours depending on programming and business needs.

Compensation & Benefits

This is a part‐time, hourly position. Compensation is based on experience and local market benchmarks. Perks include:

• Free Bouldering Project membership for you and a plus one
• Discounts on gear and  merchandise and local retail partners
• Commuter benefits & access to  wellness programs
• A joyful supportive and respectful work culture 
• Eligible to participate in a 401(k) retirement savings plan

Equal Opportunity

Bouldering Project is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage candidates of all backgrounds—including those with nontraditional career paths—to apply.