Job Description Head of Business Operations:

WTF Gyms

Position:

Head of Business Operations

Reporting To:

Founder / CEO

Location:

Noida (Travel across gym locations as required)

About WTF Gyms:

WTF Gyms is one of India's fastest-growing fitness brands, focused on creating world-class fitness experiences that are affordable, technology-driven, and community-focused. With multiple locations and aggressive expansion plans, we are looking for a highly accountable and execution-driven leader to build operational excellence across all gyms and business verticals.

Role Purpose:

The Head of Business Operations will be responsible for driving operational excellence, profitability, customer experience, compliance, and business performance across all WTF Gyms locations and associated business verticals.

This role requires a leader who can think strategically while executing relentlessly, ensuring every gym operates at the highest standards and delivers exceptional member experiences.

The ideal candidate should be obsessed with systems, processes, accountability, customer satisfaction, and business growth.

Key Responsibilities:

1. Multi-Location Operations Management:

- Oversee end-to-end operations across all gym locations.

- Ensure operational consistency across all centers.

- Drive SOP implementation and compliance.

- Monitor daily gym performance and operational efficiency.

- Conduct regular audits and operational reviews.

- Build scalable operational frameworks for expansion.

2. Revenue & Business Performance:

- Work closely with Sales, Fitness, and Marketing teams to achieve revenue targets.

- Review gym-wise P&L performance.

- Identify opportunities for revenue growth and cost optimization.

- Drive membership renewals and member retention strategies.

- Monitor PT revenue and ancillary revenue streams.

3. Customer Experience & Member Success:

- Own the overall member experience across all gyms.

- Develop customer retention and engagement programs.

- Implement member satisfaction surveys and feedback mechanisms.

- Ensure prompt resolution of member complaints.

- Create WOW experiences through events, challenges, recognition programs, and transformation journeys.

- Build a member-first culture across all locations.

4. Team Leadership & Accountability:

- Lead Regional Managers, Cluster Managers, Club Managers, and support functions.

- Create a high-performance culture driven by ownership and accountability.

- Establish clear KPIs and performance scorecards.

- Conduct regular performance reviews and coaching sessions.

- Develop future leaders within the organization.

5. Process Improvement & Operational Excellence:

- Design and optimize business processes.

- Identify bottlenecks and implement corrective actions.

- Improve productivity and operational efficiency.

- Leverage technology and automation to streamline operations.

- Maintain operational dashboards and business reporting systems.

6. Compliance & Governance:

- Ensure compliance with company policies and SOPs.

- Monitor safety, hygiene, and facility standards.

- Ensure adherence to legal, statutory, and regulatory requirements.

- Manage risk and escalation processes.

7. Expansion & New Gym Launches:

- Support new gym launches and operational readiness.

- Coordinate with Project, Procurement, and Facility teams.

- Ensure successful onboarding of new locations.

- Establish launch checklists and operational frameworks.

Team Structure Managed:

- Regional Managers

- Cluster Managers

- Club Managers

- Fitness Managers

- CCTV Monitoring Team

- Customer Experience Team

- Housekeeping & Facility Operations

- Support Functions

Key Performance Indicators (KPIs):

Business Performance:

- Gym-wise Revenue Achievement

- EBITDA / Profitability

- Membership Growth

- PT Revenue Growth

- Renewal Percentage

Operational Excellence:

- SOP Compliance Score

- Audit Scores

- Gym Opening Compliance

- Complaint Resolution Time

- Facility Standards

Customer Experience:

- Member Satisfaction Score

- NPS (Net Promoter Score)

- Member Retention Rate

- Referral Rate

- Google Review Ratings

People Metrics:

- Employee Retention

- Team Productivity

- Training Completion

- Leadership Development

Desired Candidate Profile:

Experience:

- 815 years of experience in Operations, Business Management, Retail Operations, Hospitality, Fitness, QSR, Healthcare, or Multi-Unit Operations.

- Experience managing multiple locations/outlets is mandatory.

- Experience handling large teams and P&L responsibility.

- Fitness industry experience is preferred but not mandatory.

Skills Required:

- Strong Leadership & Team Management

- Business Acumen

- Operational Excellence

- Customer Experience Management

- Process Design & SOP Development

- Data Analysis & Reporting

- Revenue Management

- Project Management

- Problem Solving

- Stakeholder Management

Leadership Traits We Value:

- Extreme Ownership

- High Accountability

- Execution Focused

- Attention to Detail

- Growth Mindset

- Results Oriented

- Member-Centric Thinking

- Integrity & Loyalty

- Fast Decision Making

- Hands-On Leadership

Success in This Role Means:

Within 12 months, the Head of Business Operations should:

1. Improve gym operational standards across all locations

2. Increase member retention and renewal rates

3. Build a world-class customer experience system

4. Create a culture of accountability and ownership

5. Drive profitability and business performance

6. Make WTF Gyms the most loved fitness brand in every market it operates in

Compensation: 24LPA -30LPA