Club Operations & Member Experience Manager

Matrix Racquet Club
Job Type: Full-Time / 30–40 Hours Per Week
Schedule: Primarily afternoon and evening shifts, approximately 3:30 PM–10:00 PM, with some weekends and special events
Work Location: In person

About Matrix

Matrix Racquet Club is a community-focused racquet, fitness, and social club offering tennis, pickleball, padel, boutique fitness, events, and wellness programming.

We are seeking an experienced, highly organized hospitality professional to serve as our Club Operations & Member Experience Manager.

This is a hands-on management role. Most of your time will be spent at the front desk and throughout the club, interacting with members, leading staff, overseeing daily operations, and helping create an exceptional member experience.

Our Purpose & Culture

Matrix exists to bring people together through movement, competition, wellness, and community.

We want to be more than a place to play or work out. We want Matrix to be a place where members feel known, welcomed, and connected.

Our culture is built around hospitality, energy, accountability, and teamwork. We value people who take ownership, communicate well, notice problems, help solve them, and care about the small details that shape the member experience.

At Matrix, no one is “just working the front desk.” Every team member helps create the atmosphere of the club.

The Role

The Club Operations & Member Experience Manager serves as the primary on-site manager when ownership is not present.

You will directly manage approximately 5–7 Membership Specialists while working closely with coaches, maintenance staff, and other departments.

This is a working-manager position. You will work alongside your team while overseeing schedules, staff performance, member service, sales activity, events, and daily operations.

Key ResponsibilitiesTeam Leadership

• Manage, train, coach, and support 5–7 Membership Specialists.
• Create and maintain the front desk schedule and ensure shifts are covered.
• Set expectations for service, professionalism, communication, and procedures.
• Keep staff informed about events, programming, promotions, and club activity.
• Provide feedback and help develop front desk staff.
• Communicate operational needs to coaches, maintenance staff, and other team members.

Member Experience & Operations

• Create a welcoming, professional environment for members and guests.
• Build strong member relationships and serve as a visible management presence.
• Resolve member concerns while involving ownership when appropriate.
• Assist with membership questions, billing issues, scheduling, and account changes.
• Support new-member onboarding and retention.
• Ensure opening, closing, cleanliness, safety, and daily operating procedures are followed.
• Monitor supplies, facility issues, and maintenance needs through resolution.
• Enforce club policies and help maintain an organized, professional environment.

Membership Sales & Retention

• Conduct tours and assist prospective members with enrollment.
• Support front desk staff with sales and lead follow-up.
• Follow up with prospective members and membership leads.
• Help improve membership conversion and retention.
• Track basic membership and sales metrics.
• Participate in community outreach and lead-generation activities.

Events & Administration

• Assist with tournaments, member events, activations, and special programming.
• Coordinate front desk and operational staffing for major events.
• Keep staff informed about event schedules and responsibilities.
• Assist with membership accounts, registrations, scheduling, and billing questions.
• Support reporting, inventory, event preparation, and administrative projects.
• Use slower front desk periods productively for follow-up, sales activity, organization, and operational projects.

Qualifications

Required

• Strong hospitality, customer service, or member-service experience.
• Previous supervisory, management, or team-lead experience.
• Excellent communication and interpersonal skills.
• Strong organization and attention to detail.
• Comfortable managing employees while working alongside them.
• Ability to handle multiple priorities in a fast-paced environment.
• Sales-minded and comfortable discussing memberships and club services.
• Proactive problem-solver who takes ownership.
• Ability to work afternoon/evening shifts and weekends as required.

Preferred

• Experience in a fitness club, racquet club, country club, hospitality business, or similar membership environment.
• Experience with tournaments, sporting events, or large hospitality events.
• Membership sales and retention experience.
• Familiarity with tennis, pickleball, padel, fitness, or racquet sports.

The Person We're Looking For

We are looking for someone who notices what needs to be done and handles it.

You should be comfortable greeting a member, coaching an employee, solving a scheduling issue, assisting with an event, and following up with a membership lead, sometimes all in the same shift.

The ideal candidate combines the warmth of a great hospitality professional with the organization and accountability of a strong manager.

If you enjoy leading people, building relationships, solving problems, and creating great member experiences, we would love to meet you.

Pay: From $20.00 per hour

Expected hours: 30.0 – 40.0 per week

Benefits:

• Employee discount

Work Location: In person

Salary : $20