Operations Director

The Mission

At Municipal Gym, our mission is to help others WIN THE DAY, TODAY—to discover their strength and build better lives. Backed by Mark Wahlberg and powered by EōS Fitness, we’re building world-class, wellness-integrated training centers where serious training is paired with premium amenities, spotless standards, and genuine hospitality.

Why Municipal Gym 

This is an opportunity to help shape the standard for Municipal Gym's founding location and influence how the brand grows. You will join a team committed to exceptional performance, genuine hospitality, continuous improvement, and helping members and team members WIN THE DAY, TODAY. 

Role Summary 

As the Founding Operations Director, you will lead the systems, people, and standards that make Municipal Gym feel exceptional every day. You will own the member service environment and oversee building maintenance, cleanliness, recovery operations, facility readiness, and service recovery. Through visible floor leadership and strong operating rhythms, you will ensure the gym is safe, reliable, spotless, welcoming, and ready to perform. You will also establish scalable operating practices for the founding location and future Municipal Gym growth. 

Team 

• Reports to: General Manager 

• Direct reports: Service Lead, Service Attendant, Recovery Attendants, Locker-room Attendants, Facility Manager 

Key Outcomes: First 6-12 Months 

• Build and develop a service and facilities organization with clear ownership, reliable scheduling, and consistent execution across all operating hours. 

• Establish daily inspection, work-order, preventive maintenance, cleanliness, recovery, and service-recovery routines that protect a premium member experience. 

• Create operating dashboards and escalation practices that improve issue visibility, speed to resolution, and accountability. 

• Maintain a safe, fully functioning, and presentation-ready facility while managing labor, vendors, supplies, and controllable costs responsibly. 

Core Responsibilities 

Member Service & Hospitality 

• Lead the front-line service environment so every member and guest is welcomed, supported, and treated with genuine hospitality. 

• Set standards for issue ownership, communication, and service recovery; follow through until concerns are resolved and learning is captured. 

• Use surveys, reviews, direct feedback, and floor observations to prioritize improvements and strengthen member trust. 

• Partner with Membership and Personal Training to ensure a coordinated, consistent experience across the full member journey. 

Facility, Maintenance & Cleanliness 

• Oversee facility readiness, preventive maintenance, repairs, inspections, cleanliness, locker room presentation, and supply availability. 

• Develop clear routines and accountability for the Service Manager, Service Specialists, Facilities Manager, Cleanliness Specialists, and recovery function. 

• Maintain an accurate work-order and escalation process; prioritize safety, member impact, business continuity, and brand presentation. 

• Manage vendor relationships, service agreements, access, quality follow-up, and completion of approved facility work. 

Recovery Operations 

• Ensure recovery spaces and equipment are operated, presented, and maintained in accordance with approved standards. 

• Develop Recovery Specialists to deliver knowledgeable, hospitable support while following approved equipment and safety protocols. 

• Coordinate maintenance, supplies, member education, and issue resolution for recovery amenities. 

• Partner with the General Manager and other department leaders to strengthen awareness, utilization, and the member experience. 

Leadership, Safety & Business Discipline 

• Recruit, onboard, schedule, coach, and retain a capable operations team with strong coverage across all operating hours. 

• Develop the Service Manager to lead weekend execution and reinforce consistent service standards. 

• Execute company expectations related to safety, incident reporting, emergency readiness, cash controls, access, and documentation. 

• Manage labor, operating supplies, maintenance expenses, and vendor spending with discipline while protecting critical standards. 

• Establish daily huddles, inspections, weekly reviews, and monthly scorecards that keep priorities visible and issues moving to closure. 

KPIs / Scorecard Examples 

• Member Experience - Member feedback, service recovery speed, issue closure, and hospitality observations 

• Facility Readiness - Equipment availability, work-order aging, preventive maintenance completion, and operational uptime 

• Cleanliness - Inspection and audit results, locker room presentation, supply availability, and issue resolution 

• Safety & Controls - Incident reporting timeliness, required checks, emergency readiness, and policy execution 

• People & Efficiency - Staffing coverage, team retention, labor performance, vendor performance, and controllable expenses 

Qualifications 

• 5+ years of progressive operations leadership experience with responsibility for people, service delivery, facilities, and business results. 

• Demonstrated ability to create operating routines, manage competing priorities, and resolve issues with urgency and sound judgment. 

• Strong people leadership skills, including staffing, scheduling, coaching, development, recognition, and accountability. 

• Working knowledge of facility maintenance coordination, vendor management, preventive maintenance, safety, and service recovery. 

• Comfortable using work-order systems, dashboards, reports, and Microsoft Office tools to manage execution and communicate status. 

Preferred Experience 

• Experience in premium fitness, hospitality, resorts, private clubs, property operations, or another high-touch, high-volume environment. 

• Experience opening a new location, establishing operating standards, or leading multiple service functions. 

Role Requirements  

• Must successfully complete a background check and other pre-employment requirements.  

• Must be authorized to work in the United States.  

• Candidates must be 18 years of age or older to be eligible for employment.  

• Availability to work a schedule that supports member demand, which may include early mornings, evenings, weekends, and holidays.  

• Regular computer, phone, scheduling, documentation, and client communication work is required.  

• Ability to regularly and safely lift 40+ lbs and carry, push, pull, or move equipment and weights in alignment with assigned duties and company safety practices.  
• Must work within professional scope, maintain required certifications, and comply with all company pre-employment and ongoing employment requirements.  

Compensation 

• $100,000 base salary plus a 20% annual bonus opportunity