Wellness Program Manager

Playbook•Chicago, IL

4d•$65,000•Onsite

About The Position

You are the catalyst for a high-performance lifestyle, delivering a sophisticated fitness experience that serves as the crown jewel of the site’s amenities. Your mission is to lead an elite coaching team and design inclusive, goal-oriented programming that inspires members to reach their peak. Through a relentless focus on high-touch service and revenue-driven strategy, you ensure the wellness center is a premier destination for health and community. As the driving force behind the site’s longevity culture, your focus is to deliver a sophisticated, high-touch wellness experience that goes far beyond a standard gym floor. You will lead the development of elite fitness programming and personal training services while directly managing a team of coaches to ensure every member interaction is personalized and goal-oriented. By blending operational excellence with revenue-driven strategy, you transform the wellness center into a premier amenity that fuels member retention and showcases the building’s commitment to a holistic lifestyle.

Requirements

2+ years of experience in a fitness or wellness leadership role
2+ years of hands-on experience in both personal training and group fitness instruction
Required certifications: Personal Training certification (NSCA, NASM, or ACE), current CPR/First Aid, and Group Fitness certification(s)
Comfort owning revenue targets and converting complimentary sessions into paid services
Proficient in scheduling, membership management, and performance tracking systems
Flexible availability, including early mornings, evenings, and occasional on site events
Strong ownership mindset with the ability to operate independently in a fast-paced environment

Nice To Haves

Associates or Bachelor degree in Exercise Science or Kinesiology preferred but not required

Responsibilities

Strategic Oversight: Own the long-term vision and calendar for site programming, ensuring all offerings promote community connection, productivity, and longevity.
Program Development: Define service standards, schedules, and program descriptions that are inclusive, high-quality, and aligned with the specific needs of the demographic. Maintain class attendance targets of 60% capacity or higher and ensure programming reflects member engagement data and preferences.
Brand Activation: Plan and execute signature initiatives and "surprise and delight" moments that showcase the facility’s amenities and support broader business growth or retention goals. Incorporate wellness-driven events, pop-ups, and themed challenges that extend beyond the wellness center to drive engagement across the property.
Stakeholder Alignment: Serve as the primary point of contact for high-level requests, leading intake meetings to clarify vision and ensuring all programming aligns with ownership expectations.
Operational Readiness: Own the day-to-day "floor-ready" standards of the facility, ensuring all spaces are properly planned, staffed, and maintained to consistent five-star hospitality standards. Oversee daily operations including opening/closing procedures, equipment care, towel and laundry management, locker room restocking, and maintaining a clean, safe, and welcoming environment.
Workflow & Documentation: Develop and maintain "run-of-show" frameworks, internal communications, and standard operating procedures (SOPs) so all teams remain aligned on timing and expectations.
Resource & Staff Management: Build staffing schedules and provide clear direction/prioritization to coordinators or coaches to ensure execution aligns with quality standards and safety protocols.
Issue Resolution: Serve as the primary escalation point for real-time operational challenges, making decisive adjustments that protect the user experience and ensure smooth delivery.
High-Touch Hospitality: Lead relationship management by learning user needs, tracking goals, and delivering anticipatory service that achieves top-tier satisfaction and retention rates. Consistently build member relationships by learning names, tracking goals, and following up to drive engagement and long-term retention.
Revenue & Performance Growth: Own site-specific revenue targets (such as booking goals or service conversions) and manage the associated annual budgets to ensure fiscal responsibility. Deliver approximately 10–15 personal training sessions per week while maintaining strong conversion of complimentary sessions into paid packages and supporting overall service revenue goals.
Data-Driven Optimization: Utilize technology platforms to track attendance, engagement, and feedback; use this data to demonstrate impact and inform future business decisions. Ensure accurate enrollment, reporting, and performance tracking through membership management systems and wellness platforms.
Growth Support: Actively support business development and leasing tours by clearly communicating the value of the space and services to prospective clients, members, or partners. Assist with wellness center tours and clearly articulate amenity offerings and private services to prospective tenants and partners.