Burn Boot Camp Culture Our mission at Burn Boot Camp is to inspire, empower, and transform lives through community-based fitness. We are a dynamic community whose commitment to each other and the mission is one of a kind. We believe hard work is energizing, problem solving is exciting, and competition is inspiring. Our resourceful, urgent, and innovative attitude creates a fast-paced environment where ideas are encouraged, decision making is promoted, and saying "yes!" to uncharted territory is an everyday practice. We aim to inspire, empower, and transform lives through community-based fitness.
Position Description The Lead Operations is a senior leadership seat on the Burn Boot Camp HQ Flagship Gym team. This role carries everything the Lead Burn Ambassador owns on the front desk, and goes further: it is the operational engine of the Gym, accountable for Burn Nutrition inventory and supply management, Member account requests, activewear pre-orders, and completion of the Blue Carpet Experience (BCE) checklist. As the first point of contact for new and current Members, in person and on social media, the Lead Operations sets the tone for the Member experience at every interaction. They support the General Manager in daily Gym operations, lead and develop the Burn Ambassador team, nurture leads into Members, and make sure the details behind the experience are handled right, every day, every Camp. This role is built for someone who is energized by people, loves a system that works, and is ready to own the details that make a flagship Gym run at an elite level.
Roles and Responsibilities Lead and Develop the Burn Ambassador Team
- Oversee, coach, and develop the Burn Ambassador team, including onboarding, training, and ongoing feedback.
- Build and manage the front desk schedule so every Camp and every shift is fully covered.
- Model the Burn standard for Member service and hold the team to it.
- Partner with the General Manager on hiring, performance conversations, and growth plans for Burn Ambassadors.
Lead Nurture and Membership Sales
- Own the lead nurture process, ensuring every lead is contacted promptly and followed up on through the approved tools and process.
- Lead and coach the Burn Ambassador team on tours, intro conversations, and membership sales using the Burn sales process.
- Drive conversion from lead to trial to Member, and track results against Gym goals.
- Report on lead and sales performance to the General Manager.
Own the Blue Carpet Experience and BCE Checklist
- Own completion of the BCE checklist, making sure every item is done accurately and on time.
- Deliver the Blue Carpet Experience to every Member and guest, and coach the team to do the same.
- Spot gaps in the Member experience, fix what can be fixed on the spot, and escalate to the General Manager as needed.
Nutrition Inventory and Supply Management
- Manage Burn Nutrition inventory, including Afterburn, Afterburn Bars, Ignite, Replenish, Collagen, and Creatine.
- Complete inventory counts, receive, and stock orders, and keep product organized and merchandised.
- Place replenishment orders to keep stock at the right levels, and flag shortages, overstock, and discrepancies.
- Manage Gym and front desk supplies so the team always has what it needs.
- Support Burn Nutrition sales and Nutrition Membership Members by knowing the product and keeping it in stock.
Member Account Management
- Complete Member account requests accurately and on time, including cancellations, suspensions, and price adjustments.
- Follow HQ policy and approval guidelines on every request, and document each one clearly in the system of record.
- Handle each request with care, including a retention conversation where appropriate before a cancellation is processed.
- Escalate exceptions and unusual requests to the General Manager.
- Protect Member information and keep account records clean and audit-ready.
Activewear Pre-Order Management
- Manage the activewear pre-order process from start to finish, including collecting, tracking, and confirming Member pre-orders.
- Coordinate with the Activewear team on order submission, timelines, and receiving.
- Communicate order status to Members and make sure pre-orders are organized, accurate, and ready for pickup.
Facility Management and Merchandising
- Keep the front desk, retail displays, and Member-facing areas clean, stocked, and on-brand.
- Execute merchandising and display standards, and report maintenance or facility issues to the General Manager.
Member Communications and Social
- Respond to Member communications promptly and in the Burn voice, escalating to the General Manager as needed.
- Capture authentic, on-brand content for social media and support Gym marketing and promotional initiatives.
Operational Standards and Process Execution
- Uphold Burn operational standards and keep processes consistent and documented.
- Complete required reporting and checklists, and keep the General Manager informed of priorities and issues.
Key Performance Indicators
- BCE checklist completion rate
- Lead response time and lead-to-Member conversion
- Membership sales and Average Unit Members (AUM) growth
- Burn Nutrition inventory accuracy and Burn Nutrition sales
- Member account request accuracy and turnaround time
- Activewear pre-order accuracy and on-time fulfillment
- Burn Ambassador team engagement, coverage, and retention
- Member satisfaction and Member retention
Qualifications:
Ideal candidate is:
- A natural leader who energizes and develops the people around them.
- Highly organized with exceptional attention to detail, especially with inventory, orders, and Member account records.
- A problem solver who can think on their feet and act with urgency.
- Confident in sales conversations and lead nurture, or eager to quickly learn a proven process.
- Able to manage multiple priorities, work under pressure, and meet deadlines.
- Comfortable with Member data and handling sensitive account requests with care and discretion.
- Proficient in MS Office, especially Excel, and comfortable learning new platforms.
- A strong communicator, both written and verbal, with excellent interpersonal skills.
- Savvy on social media and able to capture authentic, on-brand content.
- Passionate about fitness, community, and the Burn Boot Camp mission.
This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While this description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add or remove duties as necessary.