Field Operations Manager

Company Overview

Easy Mile Fitness is a premier multi-unit franchisee of Planet Fitness health clubs, owning and operating 75 clubs across a geographically diverse footprint that includes Puerto Rico, Florida, Georgia, South Carolina, Oregon, Alaska, and Canada. Headquartered in downtown Boston, MA, we are on an aggressive growth path targeting 100 clubs by 2030.

Our leaders have real accountability, our headquarters team moves fast, and we genuinely believe fitness changes lives. We are focused on being the best-in-class operator of Planet Fitness clubs and are committed to living out our mission:

“To create and foster an environment where everyone can enrich their life through fitness”

With more than 2,700 locations, Planet Fitness (NYSE: PLNT) is one of the largest and most popular fitness chains in the world.  Planet Fitness possesses a highly recognized brand in the high-value, low-price segment of the market.

General Responsibilities

Easy Mile Fitness is seeking an experienced Field Operations Manager to join our team. This is an opportunity to grow your career with a high performing operator of Planet Fitness clubs. The Field Operations Manager is responsible for auditing, scoring, and reporting on our Brand Excellence Standards across clubs in the United States and Canada. This role reports directly to our Director of Operations. Success in this role means consistently providing management with full and accurate visibility into each club’s member experience at any given time. Anticipated responsibilities are outlined below:

Duties & Responsibilities

• Brand Excellence Reviews:
  • Travel to clubs to conduct comprehensive Brand Excellence MEC (Member Experience, Employees, Cleanliness) audits
  • Member Experience
    • Evaluate the team member’s facility tour and whether the team member is accurately offering club information. 
    • Assess member engagement using the company’s customer engagement tools
  • Employees
    • Conduct mystery-shop style information calls (“Info Calls”) to confirm employees provide accurate club information to prospective members
    • Confirm adherence to company policies and procedures affecting customer service
  • Cleanliness
    • Inspect and score all areas of the club using the company’s audit platform
    • Verify that adequate supplies are in stock to support club operations
    • Confirm that maintenance issues have been reported in the company’s management system for resolution
  • Manage time and travel schedule to complete audits at each location at least twice per month
  • Conduct audits during overnight and weekend hours as required

• MEC Scorecard:
  • Create and maintain the MEC scorecard on an ongoing basis, ensuring full data accuracy
  • Distribute MEC scorecards and site visit reports to managers on an ongoing basis

• Club Reporting:
  • Compile, analyze, and distribute weekly operational reports to management to support performance tracking and decision-making.
  • Partner with key stakeholders to produce and distribute the Club Operations Snapshot monthly
  • Route social reviews to the appropriate department for further action
  • Review and monitor club-level themes, surfacing best practices and areas of opportunity to the management team to improve club experience and performance

• Must have minimum 1 year of managerial experience in a customer facing retail environment.
• 75% travel is required across the territory (Southwest Florida, Northeast Georgia, South Carolina, and Ontario, Canada). Valid Passport or ability to obtain passport required
• Comfortable working a flexible schedule such as nights and weekend club visits as needed
• Familiarity with Microsoft Office applications (Microsoft Word, Microsoft Excel)

• Must possess strong time management, prioritization, communication, and presentation skills
• Ability to collaborate with all levels of individuals within the company
• Ability to work with minimal supervision while exhibiting professionalism and proper judgment of when to partner or escalate observations requiring resolution
• A valid driver's license and acceptable driving record
• A High School Diploma or Equivalent is required
• A Bachelor's Degree or four years supervisory or manager experience preferred
• Physical Requirements: Ability to talk and hear, sit, stand, and use hands and fingers to handle or feel. Occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 50 pounds and occasionally lift and move objects up to 75 pounds. High visual demand, both for in club assessments and for the ability to view documents, spreadsheets, both in print and on computer screens.

Benefits:

• Health Coverage: Competitive medical, dental, and vision plans for you and your family
• Retirement: 401(k) and Roth options with company match
• Time Off: Competitive PTO policy, inclusive of parental leave—we work hard and encourage people to take time to recharge.
• Planet Fitness Perks: Free Black Card membership so you can experience the brand and stay active
• Team Culture: Fast-growing, team-oriented environment with regular team outings and a shared focus on building something great