Reports To: Chief Growth Officer (Matt Corey)

Role Summary

The Director of Membership Operations is responsible for bringing the PopStroke Membership program to life across every venue. This leader ensures membership is executed consistently, enthusiastically, and operationally across the business by partnering closely with venue leadership, coaching teams, and driving field adoption.

As a member of the Field Excellence Team, this role serves as the operational champion for membership-traveling extensively to support venues, launch new initiatives, identify best practices, and inspire teams to create exceptional member experiences. This leader transforms strategy into execution, ensuring membership becomes part of the daily rhythm of every PopStroke location.

Working closely with the Director of Membership Strategy, this role provides valuable field insights while ensuring every new initiative is successfully implemented across the organization.

Reports To: Director of Field Excellence

What Success Looks Like

Membership is consistently executed across all PopStroke venues.

Every Operating Partner and venue leader understands how to grow membership in their market.

Team members confidently communicate the value of membership to every guest.

Membership is a visible and exciting part of the guest experience.

New stores launch with strong membership performance from Day One.

Best practices are identified, celebrated, and scaled across the organization.

Membership growth continues to accelerate through operational excellence

Key Responsibilities

Membership Operations Leadership

Own the operational execution of the PopStroke Membership program across all venues.

Ensure membership standards, initiatives, and programs are executed consistently company-wide.

Partner with venue leadership to improve membership performance and guest engagement.

Identify operational barriers and develop solutions that improve execution.

Field Coaching & Development

Travel regularly to venues to coach Operating Partners and leadership teams.

Lead membership training sessions for new and existing team members.

Develop practical playbooks, coaching guides, and operational resources.

Build confidence in venue leaders to drive membership growth.

Best Practice & Performance

Identify high-performing venues and scale successful practices throughout the organization.

Spotlight innovative membership ideas and celebrate success across the field.

Conduct operational assessments and provide actionable recommendations.

Partner with Operations leadership to continuously improve membership performance.

New Store Openings

Lead membership readiness for all new venue openings.

Train opening teams on membership execution and guest engagement.

Ensure every new venue launches with a strong membership culture from Day One.

Cross-Functional Partnership

Partner closely with Marketing, Operations, Hospitality, and Training to execute membership initiatives.

Work alongside the Director of Membership Strategy to bring new pricing, promotions, campaigns, and loyalty initiatives into the field.

Serve as the voice of venue operations by providing ongoing feedback from the field to improve membership programs.

Qualifications

7+ years of experience leading multi-unit operations, membership, hospitality, or guest experience initiatives.

Experience supporting multiple locations within a regional or national brand (minimum three locations; 20+ preferred).

Proven success implementing operational programs across a multi-unit organization.

Exceptional leadership, communication, coaching, and presentation skills.

Experience developing and facilitating engaging training programs.

Hospitality-minded with a passion for developing people and creating memorable guest experiences.

Comfortable traveling approximately 60-75%

Ideal Candidate

The ideal candidate is an inspiring operational leader who naturally energizes teams and turns strategy into execution. They are equally comfortable coaching an Operating Partner, facilitating a room of leaders, or working alongside front-line team members. They understand that great membership programs are built through people, consistency, and execution-not just marketing.

This leader has experience within a multi-unit hospitality, fitness, entertainment, retail, or membership-driven brand and has successfully implemented programs across numerous locations. They are collaborative, hands-on, and passionate about creating experiences that keep guests coming back.