Operations Manager

Operations Manager – Vigoure MMA & Fitness
Location: Bengaluru
Department: Operations
Reports To: Management / Director
Employment Type: Full-Time
About Vigoure
Vigoure MMA & Fitness is a premium martial arts and fitness brand focused on delivering high-quality training through professional coaching, structured programs, and a strong customer experience.
We are looking for a hands-on Operations Manager who can take ownership of day-to-day centre operations, manage our coaching team, resolve operational issues, and ensure that every Vigoure centre functions smoothly and consistently.
Role Overview
The Operations Manager will primarily be responsible for managing coaches, handling coach-related issues, ensuring smooth centre operations, and resolving day-to-day operational problems.
This role requires someone who is highly accountable, proactive, people-oriented, and capable of taking quick decisions when issues arise.
The ideal candidate should be comfortable working directly with coaches, centre teams, customers, and management, while ensuring that operational standards are consistently maintained across all centres.
Key Responsibilities
1. Coach Management
Manage and coordinate the coaching team across Vigoure centres.
Ensure coaches report on time and follow assigned schedules and responsibilities.
Monitor coach attendance, punctuality, grooming, behaviour, and professionalism.
Handle coach grievances, conflicts, performance issues, and operational concerns.
Ensure proper coach allocation and availability for all classes.
Arrange replacements for coaches in case of leave, absence, or emergencies.
Monitor coach workload and ensure effective utilization of coaching resources.
Conduct regular check-ins with coaches to understand and resolve issues.
Escalate serious performance, behavioural, or disciplinary issues to management.
Ensure coaches follow Vigoure’s SOPs, training standards, and customer-service expectations.
2. Centre Operations
Take overall responsibility for the smooth day-to-day functioning of assigned Vigoure centres.
Ensure centres are ready and operational before the first class of the day.
Monitor cleanliness, hygiene, equipment, ambience, music, lighting, and overall centre standards.
Identify operational gaps and ensure they are resolved quickly.
Coordinate with housekeeping, maintenance, vendors, and other support staff.
Ensure equipment and facilities are maintained properly.
Monitor centre requirements and raise purchase/maintenance requests when necessary.
Ensure all centre SOPs and operational processes are followed consistently.
3. Issue Handling & Problem Resolution
Act as the first point of escalation for day-to-day operational issues.
Quickly identify problems and take ownership until they are completely resolved.
Handle issues involving coaches, customers, centre staff, schedules, equipment, facilities, and vendors.
Coordinate between departments whenever an issue requires cross-functional resolution.
Ensure issues are not simply reported but actually closed within the expected timeline.
Maintain an issue tracker and regularly follow up on pending issues.
Escalate critical issues to management with the relevant facts and recommended solutions.
4. Customer Experience
Ensure customers receive a consistent and professional experience across centres.
Monitor recurring customer complaints and identify their root causes.
Coordinate with the sales/customer service teams when operational intervention is required.
Handle escalated customer issues related to coaching, classes, centre operations, or service quality.
Ensure corrective action is taken to prevent recurring complaints.
5. Discipline & SOP Compliance
Ensure coaches and centre teams follow company policies and SOPs.
Monitor adherence to schedules, attendance, reporting, dress code, conduct, and operational procedures.
Identify negligence, repeated violations, or misconduct and report them to management.
Ensure all operational checklists and reports are completed accurately and on time.
Conduct regular centre audits and identify areas requiring improvement.
6. Team Coordination
Coordinate with HR regarding coach hiring requirements, onboarding, attendance, leave, and disciplinary matters.
Coordinate with Sales and CRM teams to ensure operational commitments made to customers are fulfilled.
Coordinate with Marketing and other departments whenever centre-level execution is required.
Work closely with management to implement new processes, systems, and operational initiatives.
7. Reporting & Accountability
The Operations Manager will be responsible for maintaining regular reports covering:
Coach attendance and punctuality
Coach availability and replacements
Centre operational issues
Customer complaints and resolutions
Maintenance and facility issues
Equipment requirements
SOP compliance
Pending operational issues
Major incidents and escalations
Centre-wise operational performance
Key Performance Indicators (KPIs)
The performance of the Operations Manager will primarily be measured on:
Coach attendance and punctuality
Coach retention and discipline
Speed of resolving operational issues
Closure rate of pending issues
Centre readiness and operational standards
Reduction in recurring operational problems
Customer complaints related to operations/coaches
SOP compliance across centres
Effective coach utilization and scheduling
Overall smooth functioning of centres
Candidate Profile
Required Skills & Experience
3–6 years of experience in operations, fitness, sports, hospitality, gyms, academies, or a similar people-intensive business.
Strong people-management and communication skills.
Experience managing frontline teams is highly preferred.
Strong problem-solving and decision-making ability.
Ability to handle conflicts and difficult conversations professionally.
Highly organized with strong follow-up skills.
Comfortable working across multiple locations.
Strong ownership mentality — should not wait for management to solve routine operational problems.
Good working knowledge of Google Sheets / Excel and basic reporting.
Preferred
Experience in a fitness centre, gym, martial arts academy, sports academy, hospitality, or multi-location service business.
Experience managing coaches, trainers, instructors, or frontline staff.
Understanding of class-based businesses and customer experience.
Willingness to travel between Vigoure centres as required.
Personal Attributes We Are Looking For
The right candidate should be:
Highly accountable
Proactive rather than reactive
Strong at handling people
Firm but fair
Excellent at follow-ups
Solution-oriented
Calm under pressure
Detail-oriented
Good at identifying problems before they become major issues
Comfortable taking ownership without constant supervision
Most Important Requirement
We are looking for someone who takes ownership.
If a coach doesn’t show up, a centre has an operational problem, a customer has an unresolved issue, equipment is not working, or a team member is not following SOPs, the Operations Manager should identify the issue, coordinate the solution, follow it through, and ensure closure — rather than simply informing management that there is a problem.
Working Style
This is a hands-on field operations role. The Operations Manager is expected to regularly visit and monitor Vigoure centres, interact directly with coaches and centre teams, and be actively involved in solving operational problems.
The role is not limited to preparing reports or assigning tasks. The person is expected to be responsible for execution and closure.

Work arrangement
No