Operations Manager

RESPONSIBILITIES:

The Manager, Operations will play a key leadership role in ensuring the successful day-to-day management and long-term growth of the pickleball facility. This position demands a strategic, detail-oriented, and people-centric individual to oversee facility operations, staff management, customer service, partnerships, and business development.

Facility Operations & Staff Coordination

• Oversee all daily operations of the pickleball facility, ensuring seamless execution of activities and adherence to service excellence.
• Supervise and support front-of-house staff, coaching teams, and maintenance personnel to uphold operational and hospitality standards.
• Manage rosters, staff scheduling, and shift coordination to optimize workforce efficiency and coverage.
  
  Oversee inventory control, cleanliness, safety compliance, and standard operating procedures.
• Lead onboarding and training of new hires in customer service delivery, facility operations, and system usage.
• Work with finance admin and management team to handle financial oversight, including daily cash reconciliation, budgeting, petty cash management, and monthly financial reporting.

Customer Service & Support

• Oversee timely and professional handling of all customer communications across phone, email, social media, and live chat platforms.
• Manage the end-to-end customer journey including bookings, cancellations, rescheduling, and service policies.
• Address customer complaints promptly, ensuring resolution with a customer-first approach.
• Analyze customer feedback to identify service improvement opportunities and recommend actionable enhancements.

Process Improvement & Interdepartmental Collaboration

• Monitor operations to identify recurring issues and inefficiencies, proposing process and system enhancements.
• Ensure cohesive communication across departments and customer touchpoints, supporting a consistent brand experience.
• Manage internal rollouts of new promotions, service offerings, and policy changes.

Strategic Marketing & Community Engagement

• Work with the management team to curate marketing content curation to promote the facility and its programs.
• support creative campaigns that reflect the brand's voice and foster engagement.
• Spearhead community engagement initiatives, creating a vibrant, inclusive pickleball culture.

Partnership Development & Revenue Growth

• Identify, secure, and manage partnerships with local businesses, brands, and sponsors to enhance the facility's value proposition.
• Collaborate with partners on co-branded events, activations, and community programs.
• Develop new streams of revenue through strategic collaborations and value-added offerings.

Market Research & Innovation

• Conduct continuous research on customer trends, competitor offerings, and industry shifts.
• Propose new services, pricing strategies, and innovations to ensure relevance and competitive advantage.

Other Duties

• Perform any other duties and responsibilities as may be reasonably assigned by management from time to time. The scope of work is subject to change as required by the Company.

REQUIREMENTS:

• Advanced/Higher/Graduate Diploma or Bachelor's degree in any field.
• 3–5 years' experience in operations, customer service, or facility support, preferably in sports, recreation, or hospitality.
• Experience managing customer interactions and ensuring a positive guest experience in an operations or service-oriented environment.
• Strong leadership skills with proven ability to supervise teams, manage schedules, and ensure smooth facility operations.
• Excellent organizational, multitasking, and communication skills, with strong attention to detail and a proactive approach to problem-solving.
• Comfortable working in a fast-paced environment and able to manage multiple priorities simultaneously.
• Proficient in administrative tasks, reporting, and use of operational systems.
• Able to work on rotational shifts schedule as part of operational needs.