Operations Manager

HiClimb

Operations Manager — Roles & Responsibilities

Honolulu, Hawaii · Full-Time · On-Site

The Opportunity

Aloha,

We are HiClimb!

We are a 14,000 square foot indoor rock climbing gym in Honolulu whose mission is improving people’s lives through indoor rock climbing.

We are looking for an amazing person to help lead operations at one of Hawaii’s most dynamic climbing and fitness communities.

Do you know how to work a room, bring people together, solve operational problems, and still notice when the bathrooms need attention or the schedule is starting to drift off track?

The Operations Manager is responsible for the operational experience of inbound guests and members this includes first-time visitors, repeat visitors, members, group bookings, and yoga & fitness participants. The OM will coordinate closely with the Youth Programs Manager as Youth operational needs arise.

The Operations Manager stewards the day-to-day operational experience of HiClimb by supporting strong teams, running effective systems, maintaining operational consistency, and ensuring guests and members have an excellent experience every time they walk through our doors.

This role is equal parts people person and operator.

We are looking for someone who remains organized, collaborative, adaptable, and grounded in a fast-moving environment and who genuinely cares about creating positive experiences for both guests and team members.

If you care deeply about hospitality, communication, operational excellence, leadership development, and building healthy communities, this role was built for you.

Working Conditions

Duties require availability to work a flexible schedule based on business needs and events, including evenings and weekends. Duties may occur before and after regular business hours.

The Operations Manager is expected to maintain strong operational visibility and accessibility for their team while onsite and available through phone, text, email, Slack, or other operational communication systems as appropriate.

Essential Duties
Daily Responsibilities

• Monitor guest and member interactions to ensure a welcoming, professional, and mission-aligned experience.
• Coach team members on operational standards, communication, and policies.
• Ensure the facility is properly opened, operated, and closed.
• Review and maintain daily schedule coverage, breaks, and operational readiness.
• Verify and approve Experience Team timecards daily.
• Support the Experience Team in effective use of CRM, POS, communication, and scheduling systems.
• Practice and reinforce strong risk management standards. At HiClimb, risk management means preparing our people, systems, and spaces so guests can challenge themselves in an environment that is organized, supervised, communicative, and well-managed.
• Lead front-of-house operational response during incidents and communicate with leadership as needed.
• Ensure routine cleaning and inspection procedures are being completed consistently.
• Ensure operational readiness for scheduled programs, events, classes, and group bookings.
• Respond to operational group booking support needs and escalations as appropriate.
• Ensure Yoga & Fitness classes are operationally supported and running successfully.
• Maintain visibility of operational flow throughout the facility.
• Ensure workout equipment, rental equipment, and front-of-house operational areas are maintained in functional and guest-ready condition.

Weekly Responsibilities

• Create and publish the Experience Team schedule at least two weeks in advance.
• Maintain and improve scheduling systems and workflows to support operational clarity, staffing consistency, and efficient payroll verification.
• Attend managers’ meetings.
• Participate in weekly one-on-one meetings with the General Manager.
• Coordinate with department leaders regarding operational readiness for programs and events.
• Manage KPIs related to the Experience Team, Yoga & Fitness operations, cleanliness standards, and operational execution.
• Support the cleaning crew by ensuring operational expectations are clear and completed.
• Audit and procure operational and cleaning supplies as needed.
• Inspect the facility and rental equipment using established maintenance schedules and operational checklists.
• Develop and support Shift Leads and operational stewards in maintaining standards, operational readiness, training consistency, and guest experience execution.
• Support operational consistency and execution of tours, orientations, and risk management and classes.

Biweekly Responsibilities

• Verify Experience Team payroll and timekeeping records for accuracy before payroll submission.
• Review labor hour usage and scheduling trends with the General Manager.
• Review operational workflows and identify opportunities for improved efficiency and clarity.

As Needed Responsibilities

Operational Leadership & Team Development

• Help interview, hire, train, evaluate, coach, and support the development of the Experience Team and Yoga & Fitness Team.
• Refine and improve operational SOPs, training systems, and team documentation.
• Shadow tours, classes, and operational procedures to ensure consistency and quality.
• Provide operational communication and updates to the Experience Team regarding new procedures, upcoming events, and operational changes.
• Support positive communication, operational consistency, and collaboration across departments.
• Support the development of leadership capacity within the Shift Lead team.
• Coordinate facility maintenance and operational repair needs outside of Route Setting by working with internal maintenance support, department leaders, and outside vendors as appropriate to ensure the facility remains functional, organized, and guest-ready.

Group Bookings & Events

• Oversee and collaborate, when appropriate, on scheduling and operational readiness for group bookings and events.
• Collaborate with Party Leads, Shift Leads, and department leaders to ensure successful execution of inbound and outbound events.

Systems & Operational Improvement

• Continuously improve operational systems, communication pathways, scheduling structures, and workflows.
• Identify and reduce operational friction points that impact team performance or guest experience.
• Collaborate with leadership on special projects and operational initiatives.
• Support implementation of new systems and operational tools as needed.

Job Requirements

• Climbing experience required.
• Minimum of 2 years of personnel management experience in the service and/or experience industry including hiring, scheduling, payroll verification, team development, and training.
• Highly proficient in web and app-based management tools including Google Workspace, Microsoft Office, CRM/POS systems, scheduling software, and communication platforms.
• Ability to carry up to 35 lbs.
• Basic understanding of accounting and labor management principles.

Compensation

• Salary of $55,000–$60,000 depending on experience.
• Healthcare plan with Kaiser Permanente.
• Complimentary membership for you and a plus one
• Daily buddy passes.

Paid Time Off (PTO)

• 12 holidays annually (banked if worked)
• 5 PTO days after onboarding
• 10 PTO days annually after one full year of employment
• PTO rollover allowed up to maximum accrual limits
• One month paid sabbatical every 3 years of full-time servi

Application Process

To apply for this position, please complete the following two steps:

• Apply through Indeed and include a cover letter.
• Email Anthony at anthony@hawaiiclimb.com with the subject line: “HiClimb Operations Application”

Please also include one of the following:

• A 30–90 second video introducing yourself and sharing why this role interests you, OR
• A 3–5 slide “About Me” presentation if you are not comfortable on camera.

We are less interested in polished production quality and more interested in getting a sense of who you are, how you communicate, and what excites you about operational leadership, hospitality, and community.

This is the most fun you will have at a job.

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person