Senior Operations Associate

Job Purpose To lead and manage the daily operations of the venue, ensuring a smooth, high-quality, and customer-focused experience across all sports and fitness facilities. The Operations Manager is responsible for coordinating staff schedules, overseeing sports venue readiness, ensuring the safe operation of programs and events, and maintaining standards that support Modon’s objectives of delivering world-class community sports experiences. Roles, Responsibilities, Duties Venue & Sports Operations Management Ensure the smooth delivery of daily venue operations across all sports areas (e.g., courts, gym, fitness studios, fields). Lead activity scheduling, facility readiness, and operational logistics for sports programs, tournaments, and community activations. Manage opening/closing procedures and ensure all operational areas are staffed and prepared. Ensure facility cleanliness, equipment readiness, and environmental standards are consistently maintained. Maintain inventory and ordering of sporting equipment, uniforms, merchandise, and consumables. Oversee and maintain the staff induction and training register. Customer & Member Experience Lead the customer service team to deliver a welcoming, friendly, and premium customer journey. Build rapport with members, academies, event organizers, schools, and community groups. Manage customer touchpoints: reception, booking systems, complaints resolution, and service recovery. Monitor customer satisfaction and support initiatives that enhance member retention. Programme & Activation Delivery Coordinate with the Sports & Events Manager to plan and support programs, tournaments, and events. Oversee booking systems, POS, ticketing, and participant check-in processes. Support cross-department collaboration with Marketing, F&B, Finance, and external partners. Ensure that sports facilities are set up on time according to program and event requirements. Health, Safety, and Risk Management Ensure compliance with Modon and venue health & safety policies. Monitor safety standards during sports activities, programs, and events. Maintain and update SOPs, EAPs, risk assessments, and daily/weekly/monthly inspection checklists. Ensure all staff are trained and familiar with safety requirements and emergency procedures. Staff Leadership & Development Lead, coach, and support the operational team (Duty Officers, Receptionists, General Attendants). Conduct performance evaluations and assist in developing skills and training plans. Maintain the training matrix to ensure all staff complete necessary training (internal and external). Qualification: Bachelor's degree in Sports Management, Business Administration, Facility Management, or related field. Related leisure, sporting, recreational, educational, or vocational qualification (Essential). IOSH Managing Safely (Desirable). CPR, AED, and First Aid certified (Desirable). Experience and Competencies: Experience 3+ years in sports venue operations, fitness club/gym management, or event operations. Proven experience in customer service delivery within a sports, leisure, or recreational environment. Experience with scheduling, staff coordination, and handling bookings or sports programs. Familiarity with working alongside external vendors or service providers (cleaning, equipment, etc.) Competencies Passion for sports, operational excellence, and service delivery. Excellent leadership and people management skills. Strong communication and customer-focused problem-solving. Ability to multitask and work under pressure in a fast-paced sports environment. Proficient in MS Office Suite and basic venue/operations software. Willing to work evenings, weekends, and public holidays based on the event/program calendar.