Member Service Lead

Assistant Operations Manager

Supervisor: Operations & Member Experience Manager
Classification: Full-Time, Exempt
Salary Range: $52,000–$54,000
Updated: 7/11/2026

Position Summary

The Assistant Operations Manager supports the day-to-day operations of Bousquet Sport by ensuring an exceptional member experience and maintaining efficient front-of-house operations. This position is a working leader who spends the majority of their time side-by-side with the Member Services team at the front desk, leading daily operations, coaching employees in real time, and supporting members and guests.

This is not an office-based management position. Success in this role requires a highly visible, hands-on leadership style with a strong presence on the operations floor. The Assistant Operations Manager leads through action by working alongside the team while maintaining accountability for service standards, operational consistency, and staff development.

Working closely with the Operations & Member Experience Manager, this individual serves as a key member of the leadership team, overseeing Member Service Associates and Leads while supporting daily club operations, member account administration, cash management, and operational excellence. This role helps foster a positive team culture, develops front-line staff through hands-on coaching, and ensures Bousquet Sport delivers the exceptional member experience it is known for.

Key Responsibilities

Leadership

• Lead daily operations through hands-on supervision, coaching, and support of Member Service Associates and Leads.
• Maintain a visible presence at the front desk by working side-by-side with the Member Services team throughout scheduled shifts.
• Perform member check-ins, phones, reservations, membership sales inquiries, and problem resolution during busy periods.
• Foster a positive, service-focused culture built on teamwork, accountability, and professionalism.
• Assist with recruiting, interviewing, onboarding, and training new team members.
• Conduct 30-, 60-, and 90-day check-ins with new employees.
• Provide ongoing coaching, recognition, and performance feedback.
• Model exceptional customer service, professionalism, and operational excellence.
• Serve as Manager on Duty as assigned.

Operations

• Ensure daily opening and closing procedures are completed in accordance with club standards.
• Complete routine facility walkthroughs to ensure cleanliness, organization, safety, and operational readiness.
• Oversee scheduling and shift coverage for the Member Services team.
• Ensure club policies, procedures, and service standards are consistently followed.
• Oversee daily cash procedures
• Monitor facility presentation and proactively address operational concerns before they impact the member experience.
• Partner with the Operations & Member Experience Manager to improve operational processes, efficiencies, and consistency across departments.
• Support communication between departments to ensure smooth daily operations.

Member Experience

• Support the member experience through exceptional service, relationship building, and proactive communication.
• Resolve member concerns professionally, promptly, and with empathy.
• Ensure the front desk remains welcoming, organized, efficient, and member-focused.
• Identify opportunities to enhance the overall member experience.

Administrative Support

• Support membership billing, payment collections, and account maintenance.
• Respond to member billing inquiries and resolve account discrepancies in a timely and professional manner.
• Process membership changes, freezes, cancellations, and account updates in accordance with company policies.
• Maintain operational reports, logs, and documentation.
• Support Club Automation processes and membership administration.
• Assist with operational reporting and projects as assigned.

Physical Demands

This position involves a combination of administrative responsibilities and active leadership within a health club environment. The Assistant Operations Manager must be able to sit, stand, walk, and move throughout the facility for extended periods while supervising operations, supporting staff, and assisting members. The role requires frequent movement between departments, prolonged standing at the front desk, and active participation in daily operations. The position also requires the ability to use computers and standard office equipment, communicate effectively in person and by phone, and occasionally lift or move items weighing up to 40 pounds. Responsibilities may require bending, reaching, carrying supplies, and assisting with operational needs throughout the club.

Additional Information

The duties and responsibilities described above are intended to describe the general nature and level of work performed by individuals in this position. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required. Management reserves the right to modify, add, or remove duties as business needs change. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position, consistent with the Americans with Disabilities Act.

Bousquet Sport LLC is an equal opportunity employer and considers all applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.