Careers

The Operations Manager oversees all day-to-day operations of City Zero Gym across all four floors. This role ensures the facility operates efficiently, maintains premium service standards, and delivers an exceptional member experience. The Operations Manager leads front-of-house teams, retail operations, theatre rentals, parking operations, security, member experience initiatives, technology systems, vendor management, tenant communication, and overall facility ambiance—while driving a strong sales-focused culture that supports membership growth and retention.

Facility Operations

• Manage daily operations across all gym floors, ensuring spaces are functional, clean, and member-ready.
• Supervise in-house cleaning staff, maintaining all areas including restrooms, locker rooms, theatre, and lobby.
• Ensure all equipment, lighting, amenities, A/V systems, and facility technologies are maintained.
• Coordinate with vendors for repairs, maintenance, supplies, and operational support.
• Oversee theatre rentals, including scheduling, communication, coordination, and upselling for events, productions, workshops, and activations.
• Oversee retail shop operations and collaborate with the Retail Shop Supervisor to drive sales, merchandising, and inventory management.
• Oversee Flash Parking operations and supervise security and parking personnel to maintain safety and smooth traffic flow.
• Prepare the facility for hurricane season, ensuring all readiness procedures are executed.
• Serve as the primary point of contact for in-house tenants (e.g., Alkeme, City Bar), ensuring they are aware of holiday hours, renovations, or any communications provided by property management.
• Support special events, themed classes, and community activations across the facility.

Staff Leadership

• Recruit, train, and manage front desk staff, retail, membership retention, and parking/security teams.
• Build and maintain a sales-driven, service-focused culture across all departments.
• Conduct quarterly front desk department meetings and provide ongoing coaching focused on service, operations, and sales performance.
• Coordinate with the HR Agent to plan and execute yearly staff workshops for compliance and development.
• Maintain staff schedules, ensure coverage, and conduct performance evaluations.

Member Experience & Engagement

• Ensure every member receives personalized, premium service.
• Be visible on the gym floor to engage with members and foster community.
• Handle escalated member concerns with professionalism and timely solutions.
• Conduct biannual member satisfaction surveys to identify opportunities for operational or service improvements.
• Support gym activations, retail events, theatre programming, and community-building initiatives.

Sales & Marketing Collaboration

• Drive front desk membership sales, renewals, upsells, and lead conversions through staff coaching and operational support.
• Collaborate with marketing and social media teams on in-gym promotions, theatre rental campaigns, retail initiatives, and community partnerships.
• Track and analyze KPIs including membership joins, renewals, retail sales, theatre bookings, parking revenue, and conversions.
• Conduct market research every 6 months to ensure pricing, offerings, and contracts remain competitive.
• Represent City Zero Gym at community events as needed to enhance brand visibility and lead generation.

Operational & Financial Reporting

• Monitor daily performance metrics including membership activity, retail revenue, theatre rentals, and parking operations.
• Provide ownership and finance with accurate operational and sales reporting.
• Identify opportunities to improve efficiency and grow revenue streams.

Strategic Improvements & Growth

• Recommend operational improvements to enhance member experience and streamline workflows.
• Propose initiatives to grow theatre rentals, retail sales, and front desk performance.
• Stay informed on industry trends and competitor offerings to guide strategic decisions.
• Support ownership with business development and long-term growth initiatives.

Health, Safety & Compliance

• Ensure compliance with all health, safety, and employment regulations.
• Maintain emergency protocols, conduct routine safety inspections, and supervise security staff.
• Ensure CPR and First Aid certifications are current for relevant staff.

Technology & Systems Management

• Administer and troubleshoot Glofox, Flash Parking, POS systems, access control, A/V systems, theatre technology, and other operational software.
• Coordinate with vendors for technology support.
• Support operational logistics for special events, theatre productions, and fitness concerts.

Job Type: Full-time

Benefits:

• Flexible schedule
• Health insurance
• Paid time off

Work Location: In person

Role Purpose:
The Assistant Manager will be a key support partner to the General Manager, focused on elevating the gym’s customer service standards and ensuring smooth front desk operations. This role will manage front desk scheduling, maintain a professional and welcoming environment, and take ownership of routine administrative and operational tasks (“monkey work”) to allow the General Manager to focus on strategic and creative priorities.

Key Responsibilities:
Lead front desk scheduling to ensure optimal coverage and a professional appearance at all times.
Elevate customer service by training and supporting front desk staff in member interactions and issue resolution.
Manage daily front desk operations including member check-ins, inquiries, and basic problem-solving.
Ensure music is playing in all floors
Ensure mid – shift is performing their rounds and re-racking
Monitor membership transactions and access logs via Glofox, ensuring accuracy and timely follow-up on contracts signed and proper on-boarding.
Scheduling orientations with PT Department
Support sales and retention efforts by tracking lead follow-ups and team performance.
Assist with organizing club rentals, events, and member activities.
Handle miscellaneous administrative duties and routine operational tasks to relieve the General Manager’s workload.
Prepare operational and performance reports for management as needed.
Troubleshoot – Flash Parking, City Zero APP, Bio Star, Qlab, Arena, Shopify, DW Spectrum, IT room and all sound systems.
This position includes all front desk agent duties too

Qualifications:
Experience in customer service, gym operations, or administrative roles preferred.
Strong organizational skills and attention to detail.
Proficiency or willingness to learn Glofox or similar software.
Excellent communication and interpersonal skills.
Ability to multitask, problem-solve, and work independently.
Positive attitude with a team-oriented mindset.
Bilingual