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Climbing Facilities Supervisor, Outdoor Centre

Job ID: 31846
Location: Main Campus
Updated May 15, 2024

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We would like to take this opportunity to acknowledge the traditional territories of the people of the Treaty 7 region in Southern Alberta.
The City of Calgary is also home to Métis Nation of Alberta, Districts 5 and 6.


Active Living in the Faculty of Kinesiology is currently seeking a Full-time Regular Climbing Facilities Supervisor.

The University of Calgary Active Living department is one of the largest and most diverse recreation departments based on a North American campus. Active Living has a team of 40 full-time and up to 600 part-time staff. On an annual basis, our staff handle 47,000 registrations in over 75 recreational and sporting activities, and provide access to over a million users of our facilities: North America's largest Outdoor Centre with climbing and bouldering walls, a gymnastics centre, an Olympic-sized pool, a fitness centre with 200 m track, Canada's largest university racquet centre, five gymnasiums, and access to the Olympic Oval.

The Outdoor Centre is home to approximately 10,000 rental items available to students and the public, and our certified and experienced Coordinators offer a wide variety of introductory, educational, and skill-based programs. With a full-service ski/snowboard and bike repair shop, the Outdoor Centre is the largest of its kind in North America and we are committed to being a leader in providing affordable equipment and education to access outdoor recreation activities.

This Full-time AUPE position reports to the Manager, Outdoor Centre and requires a 35-hour work schedule per week. This position is based on a Monday to Friday work schedule, and there may be times when weekend or evening work is required.

Summary of Key Responsibilities (job functions include but are not limited to):

  • Provide subject matter expertise, knowledge, and leadership for all climbing related activities and for program/rental equipment needs for such activities. 
  • Provide subject matter expertise and guidance to the Outdoor Centre team regarding facility use and regulations. 
  • Supervise the workflow of customer service staff daily. 
  • Work with the team to provide exceptional customer service by responding to enquiries, resolving complaints, and addressing concerns in a timely and professional manner. 
  • Foster positive relationships with customers to ensure satisfaction and repeat business. 
  • Co-develop strategies to improve customer service processes and promote a positive customer experience across all areas. Employ excellent communication skills to work effectively with the team and provide outstanding service to customers. 
  • Accurately assesses fees, process payments, authorize credit card payments, reconcile cash and process daily deposits. 
  • Work closely with the Outdoor Centre Rental Shop Administrator in the delivery of customer service and staff training. 
  • Work with the Manager, Outdoor Centre to hire and train qualified staff, ensuring they possess the necessary skills, qualifications, and knowledge to deliver quality instruction or carry the maintenance requirements to organizational standards. 
  • Co-manage the team to ensure that all members are supported, motivated, and accountable for their work, and provide ongoing feedback and coaching to promote growth and development. 
  • Foster a collaborative team environment by encouraging open communication, sharing best practices, and developing effective team strategies that support the success of the team. 
  • Provide leadership and resources for staff onboarding and ongoing training management. 
  • Maintain accurate records of facility usage, including registration, attendance, and performance. 
  • Analyze data to identify trends, areas of improvement, and opportunities for growth. Co-develop strategies with the team to improve facility and equipment effectiveness and make data-driven decisions. 
  • Ensures that problems and issues with all climbing related equipment are effectively communicated back to program coordinators, equipment and services coordinator, and affected clients. 
  • Ensure that periodic examinations are conducted and recorded for all PPE, so that equipment is maintained in a serviceable and safe condition. 
  • Budget management, including revenue generation and expense tracking to ensure financial sustainability and accountability. 
  • Monitor revenue and expenses to ensure the climbing facilities remains within budget. 
  • Make recommendations for cost-saving measures and improvements. 
  • Collaborate with other team members to ensure seamless operations. 
  • Communicate effectively with team members and other staff, both in-person and through professional written communication. 
  • Contribute to a positive team culture by fostering a sense of community and inclusion. 
  • Work with the Manager, Outdoor Centre to ensure projects are completed on time to a high standard. 
  • Assist or back-up other staff as needed to cover leave and instructional time. 
  • Coordinate with other areas to ensure that facility scheduling is well-managed and integrated with other organizational activities and operational commitments. 
  • Plan, deliver, and evaluate high-quality outreach programs to meet the needs of diverse audiences. 
  • Develop facility offerings to ensure that they are engaging, relevant, and inclusive. 
  • Create and monitor work schedules to ensure adequate staffing levels and appropriate allocation of resources to meet demands. 

Qualifications / Requirements:

  • Association of Canadian Mountain Guides (ACMG) Climbing Gym Instructor Level One (CGI) or Climbing Wall Association (CWA) Level Two.
  • Significant experience working within an indoor climbing facility.
  • First Aid / CPR certification.
  • Experience in customer service, including experience in the supervision of a medium-sized customer service operation is required.
  • Experience problem-solving equipment issues and general maintenance & repair of climbing equipment is essential. 
  • Strong organizational and time management skills, accuracy, careful attention to detail and a well-developed procedural know-how Post-secondary degree in a relevant field.
  • Previous experience as a team leader, supervisor, manager, or other staff leadership role. 
  • Good working knowledge of MS Office applications, particularly Excel and Word. 
  • Familiarity with University core business systems including CSIS is an asset.

Application Deadline:  May 29, 2024

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

This position is part of the AUPE bargaining unit, and falls under the Specialist / Advisor Phase Job Family, Phase 2.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website

About the University of Calgary

UCalgary is Canada’s entrepreneurial university, located in Canada’s most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada’s leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit

The University of Calgary has launched an institution-wide Indigenous Strategy committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion ([email protected]) and requests for accommodations can be sent to Human Resources ([email protected]).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role. 

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.