Program Manager chez Momentum Indoor Climbing

Description

The Program Manager (PM) is responsible for the leadership and support of programs and staff for all Youth Programs (YP), Summer Camps (SC), Climbing School (CS), and Group/Party offerings at Momentum SODO. The PM educates staff, participants, parents, and the community on Momentum YP,  SC, CS, and group offerings. The PM leads by example and pursues self-directed tasks focused on program operations, maintenance, and development.

This role directly reports to the Program Director (PD) regarding program content, development, staff training, and long-term goal setting. The PM also reports to the General Manager (GM) concerning location-specific class times, marketing agendas, participant counts, and financial targets.

ROLES AND RESPONSIBILITIES

Administration

• Work closely with PD and GM on program direction, growth, and philosophy
• Collaborate with other Momentum managers and directors to facilitate program development
• Report regularly on progress, results, and challenges related to tasks and projects 
• Build and maintain channels of communication to ensure all YP, SC, CS, and group events, activities, and updates are communicated appropriately to OPS staff and department managers
• Participate in regular financial meetings to evaluate program success in accordance with gym targets, budgets, and projections
• Manage pay rates and compensation structure of YP, SC, CS, and group staff
• Identify opportunities for improvement, design solutions, and present and execute plans
• Develop and implement new CS programs, classes, and clinics. 
• Develop and maintain professional relationships with local and global organizations in the outdoor industry. 

Staff Management and Development

• Effectively lead and manage YP, SC, CS, and group staff to foster a positive community consistent with the Momentum vision and values
• Adhere to Momentum policies and best practices
• Solicit resumes, interview, hire, and oversee onboarding training of all new YP, SC, CS, and group staff
• Provide ongoing staff training and professional development opportunities for YP, SC, CS, and group staff
• Develop program ownership among program staff
• Provide regular performance evaluations for qualifying staff
• Attend and present at monthly staff meetings 
• Lead by example and promote a productive and positive workplace culture by being supportive, showing gratitude to coworkers, and promoting positive communication.

Customer Service and Community Outreach

• Engage and build personal connections with participants, parents, and gym patrons
• Present yourself in a friendly, authentic, and professional way
• Maintain a clean and approachable appearance
• Collect and respond to various forms of customer feedback and questions in a timely manner
• Contribute content to the website and social media
• Oversee marketing campaigns and membership acquisition/retention programs
• Develop and maintain professional relationships with other organizations in the outdoor industry

Weekly Recurring Responsibilities

• Be present during Youth Programs to support coaches, parents, and participants
• Manage YP, SC, CS, and group logistics such as scheduling, shift coverage, and parent/staff communication
• Monitor participant distribution in the facility in regards to overall gym usage 
• Manage disciplinary issues concerning program staff and participants
• Maintain/develop a safety-conscious staff that can tactfully address safety concerns with participants, guests, and co-workers
• Report concerns to departmental managers or the general manager as appropriate
• Update Key Performance Measures (KPM) to reflect current program health

Hours and Availability

• Full-time, minimum of 30 hours/week
• Up to 8 hours of off-site work permitted/week
• Required presence during Youth Programs (typically weekdays from 3:00-6:30 PM)

EXPERIENCE, SKILLS, AND CERTIFICATIONS

• 1+ years of management experience
• 3+ years of climbing experience (bouldering, sport, and traditional climbing preferred)
• Experience in customer service and/or instruction
• Strong organizational and communication skills
• Familiarity with Google products
• Ability to prioritize and adapt to changing workloads
• Flexibility to manage an ever-changing workload by effectively setting, observing, and re-evaluating project priorities

ENVIRONMENT AND PHYSICAL DEMANDS

• Work in a loud and high-volume gym environment every shift
• Able to move up and down the climbing wall, be comfortable at height, and be able to rescue a stranded climber on the wall
• Continuously stand and walk on unstable and uneven surfaces
• Ability to lift up to 50 lbs on a regular basis
• Instruct and give directions to large groups of people

COMPENSATION AND BENEFITS

• Hourly rate of $28-42/hour 
• Performance review with opportunity for a raise at 1 year
• Membership at all Momentum locations
• Discounts on Momentum instruction and programs
• Access to pro-deals through our outdoor industry partners