Operations Manager - Recreation

SUMMARY OR GENERAL PURPOSE:
The Recreation Operations Manager leads the daily operations of recreation facilities and aquatic amenities, ensuring safe, efficient, and customer-focused service delivery. This position oversees facility operations, guest services, fitness equipment, drop-in programs, and a diverse portfolio of recreation assets, including year-round and seasonal community recreation facilities. The manager supervises Aquatics, Guest Services, and Fitness staff and collaborates across divisions to deliver high-quality community experiences, operational excellence, and safe, welcoming environments for all patrons.

ESSENTIAL FUNCTIONS: The following duties are illustrative only and are not intended to be all inclusive:

Supervise and support facility operations staff, aquatics operations personnel (non-lifeguard), and customer service teams; ensure consistent training, performance management, and customer focused service delivery.
Implement and maintain safety standards, operating procedures, risk management practices, and emergency action plans for all facilities.
Manage scheduling and coordinated use of all internal facility spaces, including meeting rooms, party rooms, gymnasium, and aquatics areas to support programs, rentals, and community needs.
Respond to and resolve customer concerns, operational issues, and incident reports across all managed areas.
Ensure that recreation facilities are inclusive, accessible, welcoming, and responsive to diverse community needs.
Manage operational budgets, including staffing, equipment, service contracts, and facility operating supplies.
Oversee the administration of financial assistance programs for income qualified individuals and families, ensuring equitable access to recreation facilities and services.
Monitor program usage, budget impacts, and funding levels; prepare reports and recommendations to support long‑term sustainability and community access goals.
Track facility usage data; identify trends and recommend improvements to enhance efficiency, safety, and customer experience.
Oversee room rentals, including customer inquiries, reservation processes, contracts, pricing structures, billing coordination, and onsite support to ensure positive rental experiences.
Oversee asset management for all fitness equipment, including cardio, strength, free‑weight, and functional training equipment including a comprehensive lifecycle plan for fitness equipment, including scheduled preventative maintenance, repair coordination, and end‑of‑life replacement planning.
Prepare and manage annual budgets for assigned areas, including forecasting revenue, controlling expenses, and achieving established cost recovery targets. Recommend membership and fitness fee adjustments, operational changes, and program modifications based on financial performance, market benchmarks, and community needs.
Prepare budget projections and capital improvement recommendations based on lifecycle assessments, usage data, and long‑term operational needs.
Implement, and monitor cost recovery strategies for recreation facilities, drop-in programs, and services, ensuring financial performance aligns with cost recovery models.
Analyze revenue and expenditure trends, facility use, and operational efficiencies to maintain or improve cost recovery outcomes.
Identify opportunities for revenue growth, partnerships, and operational efficiencies that enhance cost recovery without compromising service quality or community access.

REPORTING RELATIONSHIPS:
SUPERVISION RECEIVED: Works under the general guidance and direction of the Deputy Director of Recreation.
SUPERVISION EXERCISED: Provides operational leadership and coordination across multiple recreation facilities and amenities and directly supervises Aquatics Operations, Guest Services, Fitness and facility operations staff, including full-time, part-time and seasonal employees.

QUALIFICATIONS:

KNOWLEDGE: Recreation facility operations and management principles. Aquatics operations, including pools and aquatics amenities. Risk management, safety standards, emergency response, and incident reporting. Customer service practices for public recreation environments. Staff supervision, training, performance management, and employee development. Facility scheduling and recreation program support. Budget administration, purchasing, and financial management principles. Financial assistance program administration, eligibility requirements, and equitable access practices. ADA requirements and principles of accessibility and inclusion. Facility systems, preventive maintenance, and asset management. Recreation management software, registration systems, and point-of-sale applications. Applicable federal, state, and local laws, regulations, and industry standards governing recreation and aquatics operations.

SKILLS: Leading and developing high-performing, customer-focused teams. Managing multiple facilities, programs, priorities, and operational demands. Identifying operational issues and implementing effective solutions. Building collaborative relationships with staff, community members, and partners. Communicating effectively verbally and in writing.
Responding effectively in emergencies and high-pressure situations. Delivering exceptional customer service and resolving concerns professionally. Using recreation management, scheduling, financial, and business software systems. Planning, organizing, and coordinating facility operations, events, and resources. Interpreting and consistently applying policies, procedures, and regulations.
Collecting, analyzing, and reporting operational data.

ABILITIES: Foster a culture of safety, accountability, customer service, and continuous improvement.
Supervise, motivate, evaluate, and develop full-time, part-time, and seasonal employees. Set priorities and exercise sound judgment in a fast-paced environment. Ensure the safe, efficient, and effective operation of recreation and aquatics facilities. Build and maintain collaborative relationships with staff, contractors, community partners, and City departments. Resolve customer concerns and conflicts with professionalism and diplomacy. Interpret and apply policies, procedures, and regulatory requirements. Promote inclusive, accessible, and equitable recreation services. Maintain accurate records and prepare clear reports and correspondence. Exercise independent judgment aligned with departmental objectives and City values. Adapt to changing operational needs and community expectations. Inspect facilities and identify operational, maintenance, and safety concerns.

EVIDENCE OF QUALIFICATIONS:

TRAINING: Bachelor’s degree in Recreation Administration, Parks and Recreation Management, Public Administration, Business Administration, Facility Management, or a related field is preferred.

EXPERIENCE: Three years of progressively responsible experience in recreation, aquatics, facility operations, or customer service management, including one year of supervisory experience or any equivalent combination of training and experience that provides evidence that the applicant possesses the required knowledge, skills and abilities to perform the essential functions of the position.

SPECIAL REQUIREMENTS:

Valid Colorado Driver's License or ability to obtain.
CPR/AED and First Aid Certification, or ability to obtain within six (6) months of hire
Certified Park and Recreation Professional (CPRP) or related professional certification, preferred.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

Work is performed primarily in a standard office environment. Work involves working closely with others, hearing, speaking, complex report creation, and writing; intermittently sitting, standing, and walking. Occasionally working alone, light lifting, pulling, pushing, and carrying objects weighing up to 25 pounds, reaching, bending, crouching or stooping, twisting, squatting. Work requires reading, detailed work, confidentiality, problem solving, reasoning, customer contact. Ability to communicate effectively orally and in writing, manage multiple concurrent tasks.

INDEPENDENCE OF ACTION:

Work is performed within authorized limits prescribed by the Director and/or policy. Will exercise independent judgment in selecting and interpreting information, handling deviations from standard methods and resolving problems. Finished work is reviewed for attainment of objectives and adherence to deadlines.

EQUIPMENT USED:

The ability to properly operate or use the following equipment is necessary for this position; telephone, copier, computer and associated software, i.e., Recreation Software, Excel and Microsoft Word, and other office equipment; personal or City vehicle.