Job
Description
As Manager - Center Operations, your primary responsibility is to establish clarity, consistency, and operational excellence throughout the gym network by empowering the city and cluster teams. Your focus will be on driving visibility, accountability, and process adoption through the implementation of systems, toolkits, reporting mechanisms, and structured governance. This role does not involve sales activities but rather emphasizes process rigor, systemization, and providing support to the network. It is well-suited for individuals who possess a deep understanding of frontline fitness operations but are inclined towards building and facilitating operational delivery. Key Responsibilities: Operational Governance & Process Clarity: - Define and implement Standard Operating Procedures (SOPs) across all gym functions including front desk operations, Personal Training (PT), trials, hygiene protocols, etc. - Conduct regular audits (both physical and virtual) to ensure adherence to established processes. - Develop operational playbooks for field teams to streamline operations. Center & Cluster Visibility: - Establish and manage dashboards, scorecards, and exception trackers to offer insights into operational performance metrics such as attendance, trial conversions, PT utilization rates, hygiene audits, and escalations. - Collaborate with Tech/Product teams to enhance and deploy operational dashboards or tools. Rhythm of Business & Reviews: - Coordinate the operations calendar which includes reviews, audits, closures, and feedback loops. - Support city and cluster leads in executing effective governance rituals. - Monitor and ensure the implementation of agreed-upon actions, serving as the operations conscience of the organization. Field Support & Capability Building: - Assist in the onboarding process of new Cluster Managers and Center Managers. - Act as a resource for troubleshooting processes and handling operational escalations. - Encourage the sharing of best practices across the network. Projects & Enablers: - Lead time-bound improvement projects such as reducing Turnaround Time (TAT), revamping hygiene standards, and optimizing trial conversion funnels. - Collaborate with departments like HR, Tech, Facilities, and Customer Experience to address systemic gaps. Ideal Candidate Profile: - Possess more than 4 years of experience in business operations, central ops, or field enablement roles. - Background in fitness, retail, Food & Beverage (F&B), or hospitality chains is preferable. - Proficient in Google Sheets, Excel, dashboard creation, and reporting tools. - Strong analytical skills, structured approach, and ability to navigate through ambiguity. - Experience in managing governance processes involving multiple stakeholders. - Effective communicator who can influence outcomes through collaboration rather than authority.,
