Operations Director

Description

Momentum Indoor Climbing is a leading provider of indoor climbing with a commitment to delivering exceptional customer experiences and fostering a vibrant climbing community. Momentum offers state-of-the-art facilities and a wide range of programs for climbers of all levels. With locations across multiple states, Momentum is committed to safety, community, and continuous improvement.

The Operations Director (OD) oversees all Momentum locations and drives operational excellence, consistency, and safety across the organization. Reporting directly to the CEO, this role leads General Managers and Regional Department Managers, ensuring high-quality customer experiences, financial health, and team development. The OD will work closely with other department heads, including Routesetting, Programs, Marketing, HR, and Finance, to ensure alignment between operational strategy and company-wide goals. The OD is also responsible for company-wide safety policies and procedures, which impact all departments. This full-time position is based out of Momentum’s corporate office in Holladay, Utah, with regular travel to gym locations as needed.

ROLES AND RESPONSIBILITIES 

Operational Leadership

• Provide leadership and oversight for General Managers and Regional Managers (Retail, Yoga, Groups).
• Ensure consistent application of Momentum policies, safety standards, and customer experience expectations across all gyms.
• Develop, implement, and monitor operational procedures that improve efficiency, safety, and quality.
• Lead cross-department collaboration with HR, Marketing, Routesetting, and Programs to ensure smooth coordination and alignment across company initiatives.
• Serve as a senior representative of Momentum in the industry, modeling professionalism and embodying company values.

Safety and Risk Management

• Uphold safety as a top organizational priority; ensure adherence to all safety protocols and risk management policies.
• Review and update safety procedures, incident response processes, and emergency preparedness plans.
• Serve as the company’s main point of contact for insurance, incident documentation, and regulatory compliance.
• Partner with GMs and HR to ensure all staff receive thorough safety and risk management training.

People and Culture

• Support, mentor, and conduct performance reviews for General Managers and Regional Managers.
• Create development pathways for current and future leaders through mentorship, training, and succession planning.
• Foster a culture of accountability, collaboration, and respect across all locations.
• Help facilitate communication and healthy compromise when managers or regions hold differing views.

Financial and Strategic Management

• Partner with the CFO to analyze P&Ls, KPIs, and regional performance metrics.
• Collaborate with GMs and department heads to set, monitor, and achieve revenue, membership, and profitability goals.
• Evaluate operational budgets, identify cost-saving opportunities, and make recommendations for resource allocation.
• Support pricing strategies and review regional and product pricing consistency.

Expansion and New Facility Development

• Contribute to the design phase of new gyms by advising on operational workflows and safety considerations.
• Lead operational readiness for new gyms, including hiring, onboarding, and training new management teams.
• Oversee opening-phase support, including systems setup, staff training, and facility punch list completion.

Policy Development and Organizational Systems

• Develop, refine, and enforce company-wide policies, procedures, and best practices.
• Standardize documentation, training programs, and operational systems to promote efficiency and consistency.
• Ensure open communication among gyms, headquarters, and departments to foster transparency and alignment.

COMPENSATION, BENEFITS, AND PERKS

• Salary commensurate with experience and qualifications.
• Health insurance and 401(k) retirement savings plan (eligibility requirements apply)
• Paid time off (PTO) and holiday pay
• Complimentary membership to all Momentum facilities
• 20% discount on Momentum classes, programs, and retail
• Access to outdoor industry pro-deals

Requirements

Experience, Skills, and Certifications

• Bachelor’s degree in business, management, or related field preferred.
• 5 years of climbing experience preferred; enthusiasm for the climbing community required.
• Minimum 5 years of multi-site management or senior operational leadership experience within the climbing gym industry or a similar service-oriented environment.
• Strong background in strategic planning, financial management, and people development.
• Proven ability to manage large teams and create systems that promote alignment and accountability.
• Deep commitment to safety, community, and customer experience.
• Proficiency in Google Workspace, RGP, and Microsoft Office Suite.

Hours and Availability

• Full-time, 40 hours per week
• Hours are divided between office and on-site work within facilities
• Need to have availability to work during regular Momentum business hours. Some evening, weekend, or after-hours work will be required
• May be required to respond to emergencies requiring immediate attention
• Quarterly travel to out-of-state facilities to provide ongoing support and training
• Travel may be more frequent and may require stays up to 14 days during new construction and gym opening support

Environmental and Physical Demands

• Extended periods of sitting or standing may be required in an office or meeting setting.
• Prolonged use of a computer and other office equipment, requiring hand-eye coordination and manual dexterity.
• Physical ability to travel, which may include sitting for extended periods during flights, walking during site visits, and navigating various transportation modes.
• Comfortable working in a loud, high-energy environment on a regular basis 
• Comfortable speaking in front of and providing instruction to large groups
• Comfortable working at height, moving up and down a climbing wall safely
• Continuously stand and walk on unstable and uneven surfaces for long periods of time
• Able to repeatedly lift, move, and carry up to 50 lbs of weight on a regular basis
• Able to balance, kneel, pull, push, and grasp objects on a regular basis
• Visual acuity to assess fine details 

Salary : $100,000 - $110,000