Operations Supervisor

As an Operations Supervisor, your primary responsibility is working with the operations team to create a  welcoming, accessible, and smooth check-in experience for everyone coming through BP’s doors. Effective  communication with members, staff, and management are at the core of the position. As an engaged and  reliable leader, you are responsible for support, direction, and oversight of operations staff in completing  essential duties during a given shift. Supervisors model excellent customer service, are solution-oriented, and  may have additional, unique managerial and administrative responsibilities. 

• Operations Supervisors’ primary responsibilities are to ensure that customers are served properly, that staff  have ample support, and that the facility operates as efficiently as possible during their shift, via the following  duties. 

• Serve as a key resource for BP’s procedures and policies and ensure they are executed appropriately. 
• Promote BP’s customer service philosophy through coaching, training, and modeling. 
• Support customers by actively responding to customer needs, membership and event questions, general  inquiries, and customer feedback, and communicating themes with Ops Manager to inform process  improvement. 
• Engage with customers, providing assistance with climbing, orientation, and amenities.
• Ensure that new customers are introduced to the facility and rules. 
• Regular external communication via BP inquiry emails. 
• Identify, research, and resolve customer issues. 

• Ensure staff’s quality and performance by participating in check-ins, assessment and evaluation. 
• Maintain employee motivation, job satisfaction, and professionalism via dynamic leadership.
• Participate in regular meetings with Operations leadership and staff. 
• Serve as an Approach technical resource, with an expectation to be up to date on latest functionality, processes,  and BP-promotions. 

• Ensure that opening and closing procedures are completed; may include working the open and/or close shifts.  
• Work closely with the Operations Manager to cover staff absences, illnesses, and special circumstances.
• Process purchases, membership services, and all other transactions at the register in alignment with BP  customer service goals. 
• Perform unique transactions such as class and event sign-ups, special ticket sales, etc. 
• Regular internal communication via Gmail and Google Calendar. 
• Participate in recurring Supervisor meetings.  
• Assist with additional, unique administrative responsibilities or operations special projects such as inventory,  ordering, member communication, and more. Supervisors will be trained appropriately to fulfill these “side  work” projects. 

• Oversee a clean, organized, and presentable facility for members and guests. 
• Assist in maintaining organized, clean, and efficient POS systems. 
• Ensure that retail areas are maintained and stocked. Run retail inventory periodically as requested. 
• Identify and develop improved cleaning procedures. 
• Ensure that regular locker room and facility walkthroughs are performed.  

• 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 information to customers through instruction and orientation. 
• Administer first aid in accordance with Safety Manual and BP Protocol.

• Support the facilitation of groups, birthday parties, and events. 
• Ensure that yoga and fitness classes are properly coordinated and respond dynamically to scheduling  changes. 
• Participate in individual and group instruction as assigned. 

• Many duties require the availability to work a flexible schedule based on business needs and events, including evenings and weekends. Staff duties may occur before and after operating hours.

• Flexible schedule; availability during evenings and weekends. 
• Previous customer service experience. 
• Effective communication and leadership skills. 

• Memberships for employees and partners, as well as monthly guest passes. 
• Gear and merchandise discounts in-store and at local retailers. 
• Health and well-being programs for eligible staff. 
• Paid Vacation for eligible staff. 
• Subsidized city transit benefits. 
• A work environment where community, respect, and balance are core values.

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