Program Manager

Program ManagerReports To: General ManagerType of Position: Full-Time, Salaried, Exempt, ManagementLocation: Alta Climbing Gilbert, Alta Boulders Chandler, Alta ScottsdaleStarting Pay Range: $50,000-$65,000 commensurate with experienceCompany Mission: By serving our communities with an open and inclusive environment, and remarkable climbing experiences, Alta Climbing provides customers and staff with experiences and opportunities that develop strong bodies, healthy minds, and friendships for life.Job Description: The Program Manager is involved and responsible for the management and execution of Alta's programming across all of our locations, including but not limited to groups, birthday parties, recreational classes, and camps. The Program Manager must have a constant and keen awareness for risk management and the delivery of a phenomenal customer experience for all guests.The Program Manager plays a key role in overseeing the Alta youth and adult programs curriculum. They have a dual responsibility: first, to develop and train teams to ensure a fantastic experience for young climbers, and second, to maintain high standards by continuously evaluating and enhancing the guest experience. The ultimate goal is to establish Alta Climbing as a leading industry provider of immersive high quality programming.Position Responsibilities:Manage the schedule for all programming under purview and regularly optimizing class schedules through a meticulous review of days and times offered, booking capacities, registration slots, instructors etc.Implement regular quality check processes that include but are not limited to customer feedbackDevelop metrics that indicate the health of your department and share updates with your direct manager frequentlyCommunicate to the Marketing Department any recommendations for promotions and marketing campaigns based on Program Departmental goals as set forth in annual and monthly planningCreate customer facing copy describing all programs and eventsDevelop annual budgets, based on revenue trends and ambitious goalsGrow program revenues and meet financial goals as determined in the annual budget planning processMaintain organization within the team software drive, removing out of date materials from staff accessKeep all departmental SOPs current per industry standards and Alta standards, and where necessary develop SOPs to fill any gaps in Alta's programming procedures and processesDevelop, manage, maintain, and be accountable for department P&LMaintain 60% minimum profitability for all department productsReview pricing to optimize profitability and guest experienceSchedule program staff for maximum efficiencyReview and approve time clocks in a timely mannerMaintain and supply the current inventory of all programming related equipmentLeverage your annual budget to purchase all necessary equipment and supplies, in coordination with your direct managerEvolve the pay structure for your department through co-creation with HR and the COOFollow SOPs to properly record all program related revenues and expensesMonitor quantitative data in BETA to evaluate program performanceMaintain 24 hour response time with all customer facing, external communicationRecruitment, hiring, and professional development of all programs staff, delegating as necessaryDevelop training materials to ensure new and existing staff are empowered to fulfill all the roles and responsibilities of their positionsManage all programs employees, ensuring a positive work environment while holding them to the highest standards of excellenceGive and receive meaningful feedback to encourage professional growthEvolve the department's strategic plan to maximize revenue while maintaining program qualityCreate, manage and maintain a consistent feedback loop with our communityImprove offerings based on community feedback as is possibleFollow-up with program participants who had poor programming experiencesFollow-up with program participants who are primed for the conversion to another productFollow-up with program coaches who were involved in feedback, positive or negativeDevelop unique customer pathways at each facility relevant to the marketTrain employees in multiple departmentsReinforce customer pathway training as necessary to support departmental sales goalsContinue to develop and expand the outreach strategy to consistently bring new customers into the gym and retain existing customersManage all BETA components for bookings and schedulingAttend and be prepared for all management meetings, as requiredOther duties, as assignedRequirementsQualifications:5+ years climbing experience in all relevant facets of rock climbing, specifically, indoor, outdoor, bouldering, and sport strongly preferred2+ years of supervisory experience strongly preferred2+ years curriculum development experience strongly preferred2+ years departmental budget management experience strongly preferredEducation background preferred but not requiredAbility to lead by example and teach all youth and adult program curriculumsProfessional attitude, willingness to learnAbility to breakdown, teach, and critique climbing technique to climbers of all abilitiesExtensive experience in risk management for rock climbing, transportation, camping, sensitivity with minors, etcMust pass a background checkMust have completed Mandated Reporter TrainingCPR/ First Aid Certification preferred but not requiredCWI certification preferred but not requiredYouth Mental Health First Aid certification preferred but not requiredStrong communication skills: interpersonal, public relations, conflict resolutionMust be able to lift and move up to 40 pounds safelyMust be able to independently follow written and verbal instructionsMust be able to cheerfully and professionally communicate with members of the public and with employeesMust be able to attend all scheduled or assigned shiftsMust be highly proficient in POS software; BETA preferred but not requiredMust be proficient in Google Suite software and general computer skillsBenefits:Competitive salaryHealth, Dental, Vision and supplemental plans offeredComplimentary Gym Membership for StaffDiscounts on Retail GearDynamic and passionate work environment: Be part of a team that shares your love for climbing and is dedicated to creating an exceptional experience for everyone.Growth opportunities: Advance your career with ongoing training and development programs.Employee Conduct:Alta employees are responsible for following rules of conduct based on honesty, good taste, fair play, courtesy, safety, and professionalism when interacting with co-workers, customers, and vendors.This is a "safety sensitive" position and requires the employee to be drug free. Pre-employment drug tests will be performed for all employees. Violations will result in non-compensated suspension or dismissal.If you are passionate about climbing, enjoy interacting with people, and are committed to providing exceptional customer service, we encourage you to apply!