Assistant General Manager

Position Summary

The Assistant General Manager (AGM) is a part-time leadership role serving as the Club General Manager’s primary operating partner, responsible for club performance, staff leadership, and member experience across all shifts. Reporting to the Club General Manager, this role blends business operations, sales strategy, and people leadership to ensure the club runs at the Crosscourt standard whether or not the GM is on-site.

The AGM oversees and supports the Club Experience Coordinator — Manager on Duty (CEC MOD) team, drives membership and revenue performance, upholds facility and league operating standards, and steps in for the GM on people, operational, and administrative matters as needed.

Minimum Hours: 28–32 hours per week

Core Competencies

• Culture Contributor: Lives the Crosscourt vision on the floor, building trust and energy that make Sport, Culture, and Community feel real for every member and teammate.
• Emotional Intelligence: Reads the room, manages their own emotions under pressure, and treats every member and teammate with respect and fairness.
• Communication: Delivers information clearly, openly, and honestly, adjusting tone and approach to who they’re speaking with.
• Collaboration: Plays team ball, coordinating effectively with others and following through on commitments to keep the team aligned.
• Baller Mindset: Takes feedback, puts in the reps, and pulls teammates up in pursuit of collective growth and excellence.

Key Responsibilities

Business Operations & Sales Leadership

• Own overall club sales performance, including membership conversions, credit package sales, and guest pass follow-up, partnering with the GM to set and refine sales strategy.
• Analyze club performance metrics (sales, retention, utilization) and recommend adjustments to shift coverage, staffing, or promotions.
• Support budget awareness and cost control across supplies, contractor spend, and shift staffing.
• Execute shift operations with confidence, care, and attention to detail, and ensure all CEC MODs do the same.
• Own member communication escalations and lead follow-up on behalf of the club on matters beyond CEC MOD scope.
• Act in the GM’s place in their absence, including administrative, staffing, and operational duties that may not be explicitly outlined in this job description, to keep the club running without interruption.

Staff Leadership & Supervision

• Directly oversee and support the CEC MOD team across shifts, ensuring SOPs, sales standards, and the Crosscourt member experience are consistently upheld club-wide.
• Provide ongoing coaching, feedback, and performance support to CEC MODs, and support the same for the broader CEC team.
• Support scheduling decisions and shift coverage planning in partnership with the GM.
• Hold the team accountable to policies, procedures, and processes, addressing deviations directly and partnering with the GM on escalated performance or conduct concerns.
• Support the GM with staff disciplinary conversations and documentation, and lead these conversations directly when delegated.

Facility Oversight

• Own club-wide facility standards across courts, bathrooms, locker rooms, and recovery areas, ensuring daily walkthroughs are completed by the CEC MOD team.
• Oversee maintenance issue tracking and resolution, coordinating directly with contractors and cleaning crews and escalating to the GM as needed.
• Own inventory planning and ordering to ensure the club is adequately and efficiently stocked.

League Operations (SZNS) Oversight

• Oversee overall league (SZNS) performance, including game flow, referee coordination, and the member experience during league sessions.
• Support CEC MODs in resolving on-the-fly scheduling issues and conflict resolution, stepping in directly for higher-stakes situations.
• Ensure the SZNS environment remains exciting, professional, and fully aligned with the Crosscourt standard across all sessions.
• Provide on-the-ground leadership for club events, from league nights to clinics and member activations.

Onboarding & Team Development

• Own onboarding and training for new CEC MODs, CECs, and Session Officials, ensuring they understand Crosscourt’s standards, systems, and expectations from day one.
• Provide live coaching and shift feedback across the team to elevate floor performance.
• Communicate team progress and concerns to the GM following training sessions or as situations arise.
• Meet regularly with the GM to discuss team performance, club events, and planning priorities, and represent the club’s operations in the GM’s absence.