Director of Membership Operations

Job description

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. PopStroke is an Equal Employment Opportunity Employer. About PopStroke PopStroke is a founder-led brand built by people who believe energy creates results and culture creates momentum. We aren’t here to simply run venues — we’re here to build something special together. At PopStroke, every team member has limitless potential to become who they want to be. We encourage bold ideas, celebrate growth, and believe that when you’re supported, challenged, and trusted, you rise. We solve problems together, jump in, and move the needle every day because we care. We lead with ownership, back each other up, and never lose sight of the fun along the way. This mindset; the drive, the heart, the teamwork is what we call The PopStroke Way. Our Core Values Make It Fun If it’s not fun, rethink how we’re doing it. We bring creativity, positivity, and joy into everything we do, from guest interactions, doing hard things, and how we support one another. Bring the Energy Your vibe sets the tone. Every leader and team member influences the experience. Show up with enthusiasm, optimism, and presence. Roll Up Your Sleeves See it. Fix it. Jump in. We are hands-on, problem solvers that jump in and become part of the solution. We leave things better than we found them. Own It Live your role with an owner’s mindset. We take pride in our work, hold ourselves accountable, and treat the business like it’s our own. Get Off the Hamster Wheel Don’t repeat yesterday — rethink, improve, grow. We challenge “the way it’s always been done” and are always looking for better ways to serve our guests and each other. Join our team and help us serve up joy, laughter, and delicious dining experiences! If you’re ready to bring energy, smiles, and that extra sparkle to our restaurant, step up to the tee and apply today!