Aquatics & Customer Experience Manager

British Swim School; Columbus (OH); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive pay based on experience

Paid training

Employee discounts

Development opportunities

Job summary

British Swim School in Columbus, OH is seeking an Aquatics & Customer Experience Manager to lead teams, oversee scheduling, and drive customer service excellence across locations.

You will collaborate with franchise owners and corporate partners, manage financials and class management systems, and champion safety standards while promoting growth and retention.

Qualifications

• Leadership experience in supervisory roles.
• Strong organizational skills for schedules, systems, and priorities.
• Excellent written and verbal communication; professional in difficult conversations.
• Solution-oriented with good judgment and follow-through.
• Comfortable in fast-paced environments with changing priorities.
• Ability to swim.

Responsibilities

• Hire, train, develop, and manage Aquatics Managers, swim instructors, and customer service staff; handle escalations and drive performance.
• Schedule instructor coverage, optimize staffing, and manage daily operations.
• Oversee onsite, phone, and email customer service and resolve escalated concerns.
• Manage customer accounts, tuition, billing, and class management systems.
• Drive retention, revenue, enrollment, staffing efficiency, and service excellence across locations.
• Maintain safety standards and the Emergency Action Plan; train staff on procedures.
• Lead weekly management meetings and coordinate monthly in-service training.
• Maintain relationships with facility partners, vendors, and corporate teams.
• Assist franchise owners with software development and automation projects across scheduling, service, staffing, and admin.
• Identify opportunities and implement improvements to operations and customer experience.

Skills

Leadership

Organization

Communication

Problem Solving

Adaptability

Swimming

Tools

Cloud-based scheduling

Job description

Overview

A position at British Swim School is more than just a job; it is an opportunity to learn, grow, and make an impact in your community through our mission of “Every Age. Every Stage.”

Compensation & Benefits

• Competitive pay based on experience
• Paid training
• Employee discounts
• Development opportunities

Your Role

As the Aquatics & Customer Experience Manager, you’ll oversee team leadership, scheduling, customer service, administrative functions, and performance across our locations while working closely with the franchise owners, employees, families, facility partners, and British Swim School corporate.

Key Responsibilities

• Team Leadership: Hire, train, develop, and manage Aquatics Managers, swim instructors, and customer service representatives & do customer service escalation on a regular basis, while driving accountability and performance.
• Scheduling & Operations: Manage instructor scheduling, lesson coverage, schedule optimization, staffing changes, and daily operational needs.
• Customer Experience: Oversee customer service onsite, by phone, and email while resolving escalated customer concerns.
• Administrative & Financial Management: Manage customer accounts, monthly tuition, billing, records, and cloud-based class management systems.
• Performance & Growth: Drive retention, revenue, enrollment, staffing efficiency, and service excellence across locations.
• Safety & Compliance: Maintain safety standards and the Emergency Action Plan while ensuring staff are trained on applicable procedures.
• Training & Communication: Lead weekly management meetings and coordinate monthly employee in-service training based on team needs.
• Business Relationships: Maintain relationships with facility partners, marketing vendors, British Swim School corporate, and the business coach.
• Technology & Automation: Assist franchise owners with software development and automation initiatives across scheduling, customer service, staffing, and administrative functions.
• Continuous Improvement: Identify opportunities and implement solutions that improve operations, customer experience, and business performance.

Qualifications

• Leadership Experience: 3+ years of supervisory, management, or team leadership experience preferred.
• Organization: Strong ability to manage people, schedules, systems, and competing priorities.
• Communication: Excellent written and verbal communication skills with the ability to handle difficult conversations professionally.
• Problem Solving: Solution-oriented approach with strong judgment and follow-through.
• Adaptability: Comfortable working in a fast-paced environment with changing priorities.
• Swimming: Able to swim.

Preferred Skills

• Experience hiring, training, and developing employees
• Experience managing teams and staff schedules
• Experience in aquatics, fitness, hospitality, childcare, education, or customer service
• Familiarity with cloud-based scheduling or class management software
• Experience with employee relations and customer escalations
• Experience working with vendors and external business partners
• Bilingual (English/Spanish) is a plus
• Lifeguard, CPR, or First Aid certifications preferred (can be obtained during employment)

Work Hours

• In-person: 15–20 hours/week, primarily evenings and weekends
• Remote: Additional administrative, scheduling, and meeting work as needed

Ready to join a team dedicated to water safety and supporting swimmers “Every Age. Every Stage.”?

Flexible work from home options available.