Director of

Operations

Mosaic Climbing is looking for a Director of Operations to lead critical financial and operational aspects of the business, overseeing growth, progress, and profitability. You will work alongside the Founders to analyze every aspect of the business, provide insights, and implement changes required to achieve financial success while promoting a dynamic community. You will also work with team leads to ensure departments have needed information and track to budget.

 

The ideal candidate is a self-starter who thrives in an evolving organization. You should be known as a community builder and go-getter and have extensive experience in shift managing, team motivation, and operations in a sports and recreation environment. You must have a strong understanding of brand strategy and the art of crafting a concise, clear, and compelling message. You will be responsible for driving Mosaic business through excellent operational and team management. 

 

We are seeking a candidate who is experienced and a team player, willing to go above and beyond to deliver a truly exceptional customer experience to the Mosaic community. This is an entrepreneurial role, and you’ll help develop and execute standards of excellence that will be rolled out across the brand. You’ll be a source of inspiration and advice to customers, as well as a true representative of the Mosaic brand. Your work will progress Mosaic’s brand mission, to share innovative climbing in an accessible, empowering way.

 

THE JOB

  • Deliver an exceptional customer experience and drive business by forming new relationships and engaging with loyal customers.

  • Serve as a passionate, knowledgeable brand representative who engages with customers and gives expert climbing and fitness advice.

  • Quickly become an expert on our programs for customers, and help develop new programs that maximize revenue and retention.

  • Push us! Proactively identify new opportunities to drive sales, improve customer experience, and create more efficient processes.

  • Produce accurate and timely monthly financial statements, including budget-to-actuals-to-forecast for income statement, cash flow, and balance sheet.

  • Manage financial reporting, planning and 12-month forecasting for the company including dissemination of performance vs. budget to team heads.

  • Partner with our team leaders to review business results, create/review budgets, and uncover insights to drive business growth.

  • Drive the business through entrepreneurial leadership and community building.

  • Build community, and help to plan, execute and host events.

  • Listen to customer feedback and share with the team. You will also take part in creating and implementing solutions based on the feedback.

  • Manage the full sales cycle for new and existing clients (lead generation, qualifying, demonstrate value, guide prospect understanding, deliver and support).

  • Utilize quantitative and qualitative data to identify opportunities to enhance the customer journey, improve conversion rate, and drive customer retention.

  • Define measurable success metrics for projects.




 

ATTITUDES & BEHAVIORS

  • Team player - willingness to help out wherever needed 

  • Restlessness - always thinking up new ways to deliver exceptional customer experiences

  • Courage - strong work ethic, leadership, and resolve

  • Empathetic - a desire to do what is best for the customer, our staff, and the brand 

  • Entrepreneurial - relish in a fast-paced, ever-changing environment with a constant influx of problems to solve

  • Passion - interest in climbing and fitness, and believe in our brand

  • Transparency - keeping communication open, and regularly filling everyone in on where we stand

  • Understanding - data-driven, results-oriented mindset, equally comfortable using both sides of your brain to come up with outside-the-box ideas that have the power to move the needle


 

ABOUT MOSAIC:

Mosaic Climbing is an indoor climbing brand created to deliver innovative climbing that is designed to be shared with the public. 

By designing our facility and crafting climbs that cater to the newer climber, we’re able to expose more people to the transformational sport of rock climbing. We aim to provide a seamless customer journey that helps our clientele overcome intimidation and self-doubt, building confidence, fitness, and resolve. We are here to guide our customers on their unique path to their strongest, happiest self.

Finally, we believe in investing in our staff. We will sacrifice profit to ensure our staff are well cared for and are being set up for long-term success through support for ongoing education, living wages, and growth opportunities. 

 

Location: Loveland, OH

Date Posted: March 3, 2020


 

TO APPLY:

If you’re up for this challenge, please send an email to nicole@mosaicclimbing.com including an up-to-date resume and personal essay. For the essay, consider the questions below:

  • What excites you most about this role, and what problems do you aim to solve?

  • What brand creates your favorite customer experience & why?

  • What is your personal mission statement?

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HOURS: 

WEEKDAYS: 3PM-9PM

WEEKENDS: 12PM-8PM

9501 UNION CEMETERY RD. LOVELAND, OH 45140

© 2019 MOSAIC CLIMBING

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