Operations Supervisor - Fremont (full-time)

Bouldering Project’s mission is to foster meaningful human connection with the most inspiring and inclusive climbing, movement, and community spaces. We care deeply about humans. We’re driven by the pursuit of better. We create joyful places and pathways for climbing, fitness, yoga, and social experiences that inspire people to challenge themselves and engage in a lifestyle centered around health, friendship, and purpose. 

Operations Supervisor 

The Operations Supervisor is responsible for supporting the needs of the front desk staff by providing leadership, modeling, and training as well as acting as the principal conduit between customers, staff, and management. Operations Supervisors work alongside front desk staff to execute and oversee transactions at registers, provide memberships and other services to customers, and support the BP’s mission of positive customer experiences.  Operations Supervisors handle customer inquiries and complete unique customer service functions. This position also supports adult programs, birthday parties, events, and individual and group instruction in the gym.  Operations Supervisors are responsible for oversight of each shift’s cleaning schedule and ensuring that rules and safety regulations are followed.  The position start date ideally is the beginning of July.

• Serve as a key resource for Seattle Bouldering Projects procedures and policies; responsible for execution of correct procedures and policies.
• Promote BP’s customer service philosophy through coaching, training, and modeling.
• Work with local managers, to update & track the calendar of events, adult programming and local happenings to drive customer engagement.
• Ensure staff’s quality and performance by participating in assessment, commendations, and evaluation.
• Maintain employee motivation, job satisfaction, and professionalism via dynamic leadership.
• Participate in regular meetings with managers, coordinators, other supervisors, and staff.
• Work actively to cover staff absences, illnesses, and special circumstances.
• Promote efficiency by supervising and coordinating staff activities in the gym
• Process purchases, membership services, and all other transactions at the register in alignment with BP customer service goals.
• Identify, research, and resolve customer issues.
• Perform unique transactions such as class and event sign-ups, special ticket sales, etc.
• Ensures that document retention, processing, and disposal guidelines are followed.

• Supports customers by actively responding to customer needs, membership and event questions, general inquiries, and customer feedback.
• Support the Operations Management with sales and management of customer database.
• Engage with customers, providing assistance with climbing, orientation, and amenities.
• Ensure that new customers are introduced to the facility and rules.
• Oversee a clean, organized, and presentable facility for members and guests
• Perform & Ensure that opening and closing procedures are completed
• Assist in maintaining organized, clean, and efficient POS systems
• Ensure that retail areas are maintained and stocked.
• Identify and develop improved cleaning procedures
• Ensure that regular restroom/changing rooms and facility walkthroughs are performed.  Perform regular cleaning duties

• Lead the facilitation of groups.
• Support the facilitation of larger Fremont and Upper Walls events like community competitions, member appreciation events, and etc.
• Participate in individual and group instruction and/or orientation conversations as assigned.

• Serve as lead to support Risk Management development.
• Respond proactively to injuries, accidents, or incidents following the Safety Manual and BP protocols, ensuring proper documentation of incidents via the incident report log.
• Ensure that all customers using the facility have a waiver on file and are aware of the rules and regulations of the facility.
• Provide safety to customers through instruction and orientation.
• Administer first aid in accordance with Safety Manual and BP Protocol

Expectations

Operations Supervisors’ primary responsibilities are to ensure a high quality customer and staff experience. Effective communication and personnel management are at the core of the Operations Supervisor position.

Working Conditions

Many duties require the availability to work a flexible schedule based on business needs and events, including evenings and weekends. We are looking for someone that is available for 30-35 hours/week. Expect to work opening, evenings and weekends.

Bouldering Project strives to embody equal opportunity in our workplaces. We believe that different perspectives and identities strengthen our communities and unlock our potential.