Assistant Manager

The Assistant Manager (AM) position occupies a crucial role in the operational chain at Momentum Silver Street. This position provides support to the General Manager (GM) in regards to facility operation and staff management. The AM also exists to foster community and cohesion among Momentum’s guests and employees. The AM leads by example during scheduled shifts at the front desk as well as pursuing self-directed tasks focused on operational maintenance and improvement. 

ROLES AND RESPONSIBILITIES

Leadership

• Lead by example during scheduled shifts and promote a productive and positive workplace.
• Identify opportunities for improvement, design solutions, present and execute plans. 
• Use knowledge of day-to-day gym operations to bring a practical perspective to challenges.
• Support operations staff and shift leader efforts to provide the best customer service possible.
• Engage in constructive conversation and provide perspective on management decisions.
• Report regularly on progress, results, and challenges related to tasks and projects.
• Take ownership of good and bad results. Identify ways to improve outcomes if appropriate.
• Maintain strong and knowledgeable relationships with other departments within Momentum--Climbing School, Comp team, Youth Programs, Setters, (Katy and HQ as necessary) etc. in order to provide well-rounded input and perspective. Support these other departments when necessary.

Staff Management and Development

• Work closely with the GM to lead the operations staff in a way that fosters a positive community consistent with the Momentum vision and values.
• Mentor staff to develop their leadership and customer service abilities within the company.
• Provide constructive feedback to the staff and enforce disciplinary policies when needed.
• Assist in the hiring process including advertising, interviewing, and training.
• Manage projects and enlist the help of others in a way that provides learning opportunities.
• Support the GM in providing regular performance evaluations for Gym Operations staff.
• Attend and contribute updates during the monthly staff meeting and other regular meetings established by the GM.
• Produce weekly staff schedules for Gym Operations staff.

Customer Service and Facility Obligations

• Build personal connections with our patrons through genuine conversation and care.
• Contribute to a community of support and excitement with the climbing facility.
• Maintain a positive and safety-conscious environment for our customers, guests, and employees.
• Manage and address safety concerns within the facility.
• Present yourself in a friendly, authentic, and professional way.
• Be clean and approachable in your appearance, and wear staff apparel while working.
• Work with GM to plan and/or produce social media/email marketing content as well as internal gym messaging (signage, etc).
• Work with GM to identify and execute efforts to improve customer experience.
• Assist the GM with planning and execution of gym events, promotions, community nights, etc.
• Work with GM and operational staff to plan competitions and other climbing-focused events, such as bouldering leagues, training camps, etc.
• Maintain working knowledge to cover the facility in the event of GM's absence.

Weekly Recurring Tasks

• Managing group climbing scheduling and logistics.
• Produce weekly schedules for Gym Operations staff.
• Manage the gym calendar of events to ensure there are no scheduling conflicts.
• Reply to customer emails, voicemails, and online reviews as needed or assigned.
• Assist in identifying and ordering supplies for gym operations.

COMPENSATION AND BENEFITS

• Starting rate of $24.00/hour
• Participation in Momentum’s health care and 401(k) retirement savings plans, subject to eligibility.
• Paid time off (PTO) accrual and holiday pay options.
• Free membership to all Momentum climbing facilities.
• Discounts on Momentum instruction and programs
• Access to pro-deals through our outdoor industry partners.

Hours and Availability

• Full-time, 35-40 hours/week, including evenings and weekends.
• Time will be split between working with the gym staff and self-directed tasks in the office. While not scheduled for regular shifts, the Assistant Manager is expected to be present in the gym during peak times to ensure smooth operations and effective leadership.
• Required to work at least two evening periods per week and be present during three weekend shifts per month. Flexibility is essential to adjust hours as needed to address gym demands and provide coverage during key events or peak times.

Experience, Skills, and Certifications

• At least 3 years of climbing experience with a passion for climbing and community-building.
• Experience in customer service and staff management is required.
• Retail management and event coordination experience preferred.
• Basic computer skills, including proficiency with Microsoft Office and Google Drive.
• Excellent verbal and written communication skills, with the ability to provide feedback and manage conflicts effectively.
• Highly organized and able to manage a dynamic workload and adapt to changing priorities.
• Current First Aid & CPR certifications (or ability to obtain within 3 months).

Environmental and Physical Demands

• Able to work 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 and moving up and down a climbing wall.
• 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 as needed.
• Have the visual acuity to assess fine details at a distance.