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.