PROGRAMS MANAGER

Overview:

A Programs Manager is someone who develops the Youth Programs & Instruction teams and embodies Sender Ones core values when making decisions. As a coach and mentor, the Programs Manager ensures all Sender One staff, including coaches and instructors are providing outstanding experience to new visitors, guests, members, and partners who walk through our doors.

Responsibilities:

• Expert on all the responsibilities of a Youth Programs Supervisor, Youth Program Coordinator, Youth Program Head Coach, Youth Program Shift Lead, Instruction Coordinator, and Camp Lead;
• Complete goals on development plan set by the Gym Manager;
• Manages staff of instructors, recreational & competition coaches as well as camp staff to ensure the delivery of all programs curriculums are meeting Sender Ones standards;
• Check in with assigned staff on a monthly basis & assign frontline staff to YP Supervisors & Camp Leads;
• Creates and manages the monthly schedule and follows the scheduling guidelines and timeframes for posting the schedule;
• Responses to customer feedback received through reviews. surveys, emails, phone calls, and in-person interactions using the Hug Your Haters philosophy;
• Understands other gym department functions and offerings;
• Manages weekly Huddle updates to communicate any operational, location, and/or departmental information to the Programs team;
• Attends the weekly department managers meeting to inform other department managers of changes, updates, and/or stucks in the Programs department;
• Oversees check ins and reviews, including but not limited to, 60 day, monthly, annual, and staff-requested check ins;
• Collaborates with Customer Experience Manager to cross train staff;
• Collaborates with the Head Route Setter about the Programs setting needs.

Profile:

• An experienced and trusted advisor for staff - discover & connect with others;
• Delegates and communicates with staff clearly and respectfully;
• Passionate about climbing, working with kids, and instructing;
• Ability to harness imagination and find novel approaches to shared responsibilities;
• Ability to learn and grow from each task, challenge, and interaction while seeing them through to the end;
• Open to receiving & providing feedback, guidance, insight, assistance, and perspective in a professional manner;
• Work with a team, provide support to fellow team members, share ideas, and earn trust;
• Take initiative and have the drive to grow professionally.

Industry Experience:

• Top rope & lead belay and climbing experience
• Knowledge of Google Suite Gmail, Sheets, Docs, Drive, etc.
• Knowledge of Paycom preferred & interviewing experience
• Knowledge of Rock Gym Pro reporting & data handling preferred
• Knowledge of Basecamp preferred
• Experience coaching and instructing
• Experience with USAC competition format and rules

Time Commitment:

• Must be able to work a minimum of 35 hours in the Programs department per work week (Sun - Sat);
• Must be fully available to work at least one weekend day per work week (Sun - Sat);
• Must work at least 2 frontline Youth Program shifts per week;
• Must be able to work certain morning, night, and alternate weekend day shifts depending on business and/or operational needs;
• Must attend the Programs meeting;
• Must attend the Weekly Managers meeting;
• Must attend the Monthly Managers meeting;
• Must attend the Mandatory All Staff Quarterly meeting.

Key Performance Indicators:

• Youth Programs:
  • Youth Programs Net Promoter Score
  • Total Team Participation
  • Camp Attendance
• Instruction:
  • Total Instruction Participation