Padel Operations Manager – iN2 Padel

Role purpose

To oversee and manage the full operational lifecycle of iN2Padel facilities across all locations, ensuring service excellence, facility readiness, staff performance, and consistent member experience. The role is responsible for launching new Padel facilities, managing day-to-day operations, leading team development, and ensuring high standards of service delivery, safety, and operational efficiency contributing to strong financial performance.

KEY ACCOUNTABILITIES & ACTIVITIES

• Facility Launch & Pre-Opening Activation
• Lead the planning and execution of new Padel club openings, including timelines, facility readiness, and team onboarding.
• Coordinate with internal departments (Projects, Procurement, IT) and vendors for equipment installation and service setup.
• Ensure all operational processes, tools, SOPs, and staff training are in place prior to launch.
• Daily Operations Management
• Oversee day-to-day operations across all iN2Padel locations, including court bookings, staffing schedules, front desk coordination, safety, and customer handling.
• Ensure smooth and efficient functioning of all member-facing services, including reception and retail (if applicable).
• Monitor and report on KPIs such as booking occupancy, revenue targets, NPS scores, and court usage metrics.
• Implement systems for incident tracking, maintenance requests, and member feedback resolution.
• Staff Leadership & Team Development
• Hire, train, and manage branch staff, including receptionists, facility attendants, coaches/trainers, and support team.
• Conduct regular team briefings, performance reviews, and coaching to ensure service standards are met.
• Build a positive team culture focused on professionalism, ownership, and member experience.
• Padel Program Development
• Coordinate the creation and delivery of padel lesson programs across beginner, intermediate, and advanced levels.
• Oversee scheduling and delivery of private and group sessions in collaboration with coaching staff.
• Manage partnerships with elite coaches or external padel professionals for hosting workshops or seasonal academies.
• Customer Experience & Community Engagement
• Ensure all members and guests receive outstanding service and support during their experience.
• Handle escalated complaints or feedback professionally and in coordination with the customer care team.
• Support planning and execution of local tournaments, leagues, social mixers, and activation events.
• Develop relationships with local padel federations, schools, and organizations to grow community reach.
• Facility & Equipment Oversight
• Ensure all courts, equipment, and facilities are maintained to high standards of cleanliness, safety, and functionality.
• Coordinate with maintenance and vendor teams for repairs, regular servicing, and equipment procurement.
• Oversee compliance with safety protocols, cleanliness checklists, and brand standards at all sites.
• Reporting & Operational Compliance
• Maintain accurate operational records including attendance, booking data, staff schedules, and revenue reports.
• Provide weekly and monthly reports to senior leadership outlining performance, opportunities, and operational risks.
• Ensure compliance with internal policies, health & safety regulations, and local sports authority guidelines.

REQUIREMENTS FOR ROLE

Experience & qualifications

• Minimum 5+ years' experience in sports facility operations or leisure/hospitality management.
• Proven experience launching new facilities or managing multi-site operations is highly preferred.
• Background in sports management, operations, or padel-related businesses is a strong plus.
• Familiarity with booking platforms, CRM systems, and KPI tracking tools.
• Fluent in Arabic and English (verbal and written).

Knowledge & skills

• Strong leadership and team management capabilities.
• Excellent organizational, planning, and multitasking skills.
• High attention to detail and commitment to operational excellence.
• Customer service mindset with problem-solving capabilities.
• Solid understanding of health & safety, sports facility standards, and court maintenance basics.
• Ability to collaborate across departments (sales, marketing, IT, projects).
• Willingness to travel between locations and work flexible hours, including weekends or event days