Operations Manager

About iFLY Miami
iFLY Miami Indoor Skydiving is hiring an enthusiastic, customer-centric team. iFLY pioneered the body-flying 'indoor skydiving' experience and is the world leader in vertical wind tunnel technology.

Each day we're inspired by all types of people who choose to fly. We celebrate when we watch athletes win competitions. We cheer when youth who are part of our Flight School program learn to fly. We're moved emotionally any time our All Abilities program helps anyone with physical and cognitive challenges spread their wings.

While everyone at iFLY Miami comes from different walks of life, we challenge ourselves to learn, to grow and to progress together – both as flyers and people. We don't just believe in the dream of flying. We live it every day.

Join us. Choose to fly.

About the Role
As the Operations Manager, you are responsible for all daily operations of the business in partnership with the General Manager. An ambitious leader and a problem solver, you're always ready to pitch in and contribute to the company's success.

You'll spend most of your time working side by side with the Customer Service Representatives and Flight Instructors to deliver the dream of flight to our guests. You'll lead by example by fostering a safe, fun work environment in which the guest experience is always the focus of everyone's attention.

You'll ensure the team is up to speed on company policies, sales promotions, recurrent trainings, and anything else they need to know.

As a leader in the company, you'll have the pulse on sales data, costs, performance indicators, safety, employee morale, and guest satisfaction. You'll share responsibility with the General Manager to oversee and report on these activities.

If you're a team player who thrives on leading others in fast-paced, high-volume sales environments, you'll love applying your skills to this role!

Daily Responsibilities
No two days are alike, but here's how you can expect to spend your time in this role:

• Maintaining our safety culture by holding frequent safety meetings with the team.
• Overseeing all daily operations in the absence of the General Manager.
• Managing daily flight and team member schedules.
• Monitoring the flight manifest to ensure maximum occupancy.
• Preparing payroll, commission, and timekeeping reports.
• Verifying point-of-sale closeouts have been accurately completed by team members.
• Controlling operational expenses and improving profit margins where possible.
• Participating in marketing-related photography, video, and social content capture for promotional usage.
• Assisting with interviewing and training of team members.
• Monitoring stock levels and ordering merchandise and supplies as needed.
• Evaluating individuals, providing recognition and disciplinary action when appropriate.
• Motivating teams to exceed goals with incentive programs and other rewards.
• Implementing sales promotions and marketing initiatives.
• Ensuring the facility and grounds are clean and well maintained.
• Additional duties based on business needs. The primary responsibility of all iFLY team members is to prioritize their activities based on the needs of the business, coupled with leadership direction. As iFLY continues to grow and evolve, so will the duties of our team members.

Preferred Attributes

• A knack for consistently delivering incredible customer experiences.
• Able to calmly shift gears and reprioritize at a moment's notice.
• Approachable and easy to talk to, a good listener, and empathetic.
• Focused on prioritizing needs of the person in front of you over performing other tasks.
• Customer-centric while still strong at sales.

Requirements

• At least two years of experience leading teams in a high-volume customer-facing sales setting.
• Willingness to work a flexible schedule that may include mornings, evenings, weekends, nights, and holidays.
• Proficiency in Microsoft Office, CRM platforms, and point-of-sale/ticketing systems.
• Ability to stand for about eight hours a day while attending to guests.
• Ability to exercise good judgment and a safety mindset while operating the wind tunnel.
• Ability to work outdoors in various climates for daily grounds checks and special events.

Pay and Benefits
Base pay for each position falls within a range and is determined based on your skills, qualifications, and experience. For this position, the base annual salary range is between $59,000 and $75,000. A bonus may be earned in this role.

We also offer eligible employees other benefits ranging from comprehensive medical and dental coverage to a company-matched 401(k), employee discounts, free flight time, and more.

It is not typical for an individual to be hired at the high end of the range for their role. Compensation decisions are dependent upon the facts and circumstances of each position and candidate.