Director, Business Process & Integration - Planet Fitness

Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the United States by number of members and locations. We have over 2,500+ stores in 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, and Australia.  90% of Planet Fitness stores are owned and operated by independent franchisees.

At Planet Fitness, our unique mission has always been to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment. And we’re proud of the amazing Planet Fitness team that supports our clubs and team members. They are comprised of dynamic, dedicated, and talented individuals who represent our values of integrity, transparency, passion, respect, and excellence (while having fun!) in everything they do.

Joining the PF family means being part of a company that cares about bettering the health and wellbeing of our communities. It means being a part of a supportive, engaging workforce with an inclusive culture that values diversity and creates an environment where everyone can feel they belong. It means encouraging professional growth and development. It means making true, lasting connections with your co-workers with celebrations, team building activities and engaging corporate events! It means creating a positive impact in our local communities through our Judgement Free Generation® philanthropic initiative. It means being part of a brand that you can be proud of!

For the past 30 years, we’ve helped millions of people in their fitness journey and revolutionized the industry along the way. And we’re just getting started!

The Director of Business Process & Integration will be responsible for leading operational and broad business processes across the portfolio of 260+ Corporate Clubs throughout the US and Canada, and the Corporate Club’s Support Center based in Orlando, FL.  The Director of Business Process & Integration will play a key role in supporting the President of Corporate Clubs, lead a team of 2 Operations Process Managers, and partner closely with the SVP of Operations in executing against our vision of delivering a best-in-class experience to our members. Key responsibilities will include analyzing current processes, identifying opportunities for improvement and executing strategies to drive performance.

The ideal candidate will have a growth mindset, deep expertise in operational excellence across multi-unit businesses, and a proven track record of highly effective process, project, and brand management. Excellent interpersonal skills, with the ability to influence change, motivate others, and ensure accountability in a faced-paced, high growth environment is critical to success.

This role will be based out of our Orlando, FL office.

Ensure Standard Operating Procedures are aligned with strategic goals and regulatory requirements, and are implemented with consistency across all clubs:

• Direct the review and ongoing development SOP’s to ensure consistency and quality of operations across all club locations, ensuring compliance with best practices, state and federal regulations, and company policies.
• Ensure strict adherence to state and federal health law agency regulations and develop guidelines and policies governing club operations to remain compliant and mitigate risks.
• Lead trainings and provide guidance to staff on regulatory compliance and best practices.
• Create a culture of accountability by conducting regular audits and analyzing consumer feedback to evaluate adherence to SOP’s.
• Systematize follow-through to quickly and effectively close gaps as identified. 

Drive continuous improvement in Operational and Broad Business Processes:

• Lead the thorough assessments of current business processes, identifying inefficiencies and areas for improvement.
• Develop and lead a robust process improvement strategy, removing barriers to execution and ensuring full implementation of all process improvements.
• Collaborate across all functions of the business, both in FL and NH, to ensure seamless execution of business and operational initiatives.
• Manage change initiatives effectively, addressing any resistance and ensuring smooth transitions during the process modifications.
• Manage key vendor relationships to improve performance.
• Measure and communicate results:  Establish operational KPI’s as well as success metrics for all business initiatives, routinely measure progress, communicate results consistently, identify future opportunities and develop and implement action plans accordingly.

Direct the integration and implementation of all testing and new business initiatives across the Corp Club portfolio:

• Play a key role in evaluating potential testing opportunities for alignment with strategic goals
• Manage test site selection, implementation, and ongoing monitoring of all test activities.
• Communicate results and make recommendations for next steps on a consistent basis.

Leverage technology to accommodate scale and enable future growth:

• Improve operational efficiency at scale by leading the implementation and optimization of Salesforce, Asana Project Management, and other technology platforms to streamline and automate business processes.
• Partnering with technology resources, provide business requirements and lead the development of standard dashboards, reports, and analytics needed for effective performance management.
• Collaborate with IT and technology partners to ensure any/all systems’ integrations and troubleshoot any issues that arise.

Lead field and Support Center communications:

• Develop and execute an effective communication strategy for a 24/7 model that consistently supports all levels of the organization.
• Manage all communications to the field (Process, improvements, and direction); support business partners in messaging to ensure quality, timing, and consistency.

• Bachelor’s degree in business, or related field, MBA preferred
• 10+ years of multi-unit (200+ preferred) retail or hospitality operations management experience, strong business acumen, proven track record of identifying and implementing continuous operational and broad business process improvements
• Proficient in project management applications (preferably Asana), point-of-sale systems, Salesforce, and Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
• Extremely detail-oriented, efficient, and organized with an exceptional ability to establish priorities and objectives
• Exceptional facilitation and presentation skills along with the ability to communicate effectively and professionally across all levels of the organization, including executives
• Able to establish and maintain effective, collaborative work relationships with diverse individuals, internally and externally, through positive and direct communications
• Creative, progressive, thought leadership with the ability to influence at all levels of the organization
• Excellent leadership skills including the ability to build teams, motivate, guide, and mentor
• Possess a results-driven entrepreneurial mindset, demonstrating initiative and creativity
• Demonstrated strategic thinking, creative problem-solving, and organizational leadership skills with an ability to influence others, take initiative, and lead change
• Exhibits comfort, ease, and flexibility working in an extremely fast-paced ever-changing, deadline-driven environment
• Cooperative team player with an upbeat, positive, “can-do” attitude!
• Ability to work off-hours and provide on-call support as needed, ability and willingness to be crisis-ready, ability to travel approximately +/- 50% of the time.

• Hybrid work schedule out of our Orlando, FL office
• Volunteer days off
• Competitive salaries and comprehensive benefits package, including medical, pharmacy, dental and vision benefits
• Generous vacation/holiday pay
• 401(k) Retirement
• Employee Stock Purchase Program
• Childcare reimbursement
• Pet care reimbursement
• Learning and development programs
• Discount programs, including vacations, theme parks, shopping, meal delivery services & much more
• Free Black Card membership and fun exercise incentives
• Company-sponsored social events

Note to Applicants: We have been made aware of an increasing number of hiring fraud schemes across numerous platforms. Planet Fitness never requires advance payments of any kind for computer equipment or any other purpose at the start of employment. Any request for you to provide payment information during the application process is part of a fraud scheme. Further, we recommend that you do not provide sensitive personal information (SSN, DOB, driver’s license number) as part of the initial application process.