Operations Manager, Program Lead

Operations Manager + Program's Lead

Location: Asana Climbing Gym – Boise, ID
Reports To: Director
Supervises: Front Desk Staff, Front Desk Specialists, and Coaches 

Position Summary

The Operational Manager (OM) is a core member of Asana’s leadership team, responsible for ensuring an exceptional customer experience, fostering a high-performing front desk team, and overseeing the gym’s staff training framework and risk management systems. Working collaboratively with the Director, Facilities Manager, and Marketing Manager, the OM helps build and implement systems that support Asana’s mission and long-term success.

This position is highly people-oriented, with a focus on hiring, developing, and retaining great staff, while implementing clear policies and procedures to ensure consistency, professionalism, and member satisfaction.

Key Responsibilities

Lead Front Desk Team and Drive Exceptional Customer Experience

• Build, coach, and evaluate a high-performing Front Desk team that embodies Asana’s mission and values.
• Identify potential leaders, mentor them into specialist roles (e.g., Shift Leads, Merchandiser), and ensure role clarity.
• Monitor and improve daily operations at the front desk, bar, and check-in areas to ensure seamless, welcoming, and safe experiences for members and guests.
• Provide timely coaching and corrective feedback when expectations are not being met.
   

Staff Hiring, Training, and Development

• Oversee the entire Front Desk hiring funnel: interview screening, onboarding, training, advancement, and evaluation.
• Develop and implement consistent training modules for customer service, customer experience, marketing, beautification, and risk management in collaboration with department leads.
• Lead quarterly training sessions and coordinate with other department heads for cross-training.
• Facilitate performance reviews and track key staff metrics (retention, satisfaction, advancement).
   

Risk Management

• Ensure that Asana’s risk management policies and procedures are followed by Front Desk staff.
• Maintain all required certifications, contracts, and staff licensing.
• Respond to member incidents or staff concerns with professionalism and documentation.
• Stay informed on industry best practices and compliance needs.
   

Administrative & Operational Duties

• Manage weekly schedules for Front Desk, coaching, instruction, events, staff meetings, group bookings, and bar staff to align labor with demand.
• Run payroll on a biweekly basis with attention to accuracy and reporting.
• Maintain and update Rock Gym Pro offerings (memberships, classes, etc.).
• Manage front desk paperwork, including W-9s, I-9s, certifications, and contracts.
• Monitor shared email inboxes (e.g., "inquiry", "donations", and “youthprograms”) and ensure timely responses.
• Oversee our Donations Specialist in the filtering and logging of all donations for tax purposes and maintain accurate records.
• Complete cash deposits.
• Oversees Barsana performance which includes: product adjustment; alcohol licensing renewal; point of contact with Hayden Beverage to ensure we have products on hand. 
   

Communication & Collaboration

• Lead regular Front Desk meetings and policy discussions.
• Maintain consistent communication with the Director and other managers.
• Remain available on Slack for after-hours updates or incident management.
   

Community & Culture Building

• Support and participate in gym events, programs, and competitions.
• Collaborate on event planning and staff coordination.
• Represent Asana’s brand through personal conduct, professionalism, and community engagement.
• Work proactively to build relationships that support business partnerships and member retention.
   

Key Metrics & Outcomes

• Program Revenue
• Net Promoter Score (to be developed)
• Staff engagement, satisfaction, and retention.
• Training documentation and staff skill development.
• Google reviews.
• Payroll accuracy and schedule efficiency.
• Timeliness of policy implementation and corrective actions.
• Program Revenue
   

Desirable Qualifications

• Experience managing or co-leading a service-based business with cross-functional teams.
• Skilled in task management, scheduling, team leadership, and interpersonal communication.
• Deeply aligned with Asana’s mission, culture, and values.
• Critical thinker with the ability to turn vision into systems and outcomes.
• Experienced in resolving conflicts, giving feedback, and making tough decisions with care.
• Proficiency in Rock Gym Pro, WhenToWork, Google Workspace, Microsoft Suite, Slack, and ADP.
   

Compensation & Additional Info

• Full-time, salaried position (based on qualifications and full job scope).
• ACG desires this position combining with our JD: Programs Lead. ACG aims at improving program revenue through this combination.
• Includes standard Asana employee benefits (PTO, Pro Deals, etc.).
• Some evening/weekend work expected for events and staff coverage.
• On-site, in-person role with a consistent gym presence required.
   

Strategic Focus Areas

• Customer Experience (how it feels to walk into Asana)
• Staff Engagement (especially the Front Desk team)
• Risk Management (safety, policy, and compliance)
• Program Improvement (see JD: Programs Lead position for details)

Application Process

To apply, please submit your resume and a cover letter outlining your relevant experience, passion for climbing, and vision for climbing programs at ACG. Applications can be sent to gym@asanaclimbing.com