Aquatics Operations & Customer Experience Lead

British Swim School of Brentwood-Antioch; Brentwood (CA); On-site; USD 70,000 - 95,000; Part time

Benefits offered by this job

Competitive pay

Paid training

Employee discounts

Development opportunities

Job summary

British Swim School seeks an Aquatics & Customer Experience Manager to lead Aquatics Managers, swim instructors, and customer service reps across locations in Brentwood, CA. You will drive scheduling, operations, and customer experience while collaborating with franchise owners and British Swim School corporate.

The role emphasizes safety, staff development, and process improvements to enhance enrollment and revenue. In-person hours are 15–20 per week, with remote administrative tasks as needed.

Qualifications

• Leadership experience: 3+ years in supervisory/manager role.
• Strong organizational skills to manage people, schedules, and systems.
• Excellent written and verbal communication for diverse stakeholders.
• Problem-solving mindset with solid judgment and follow-through.
• Ability to adapt in a fast-paced environment with shifting priorities.
• Must be able to swim and supervise aquatic activities.

Responsibilities

• Lead and support Aquatics Managers, swim instructors, and customer service reps.
• Oversee scheduling, lesson coverage, and daily operations across locations.
• Handle onsite, phone, and email-based customer service escalations.
• Manage customer accounts, tuition, billing, and class management systems.
• Drive retention, enrollment, and revenue while maintaining service excellence.
• Maintain safety standards and staff training on Emergency Action Plans.
• Lead weekly management meetings and coordinate monthly staff training.
• Maintain relationships with franchise owners, vendors, and British Swim School corporate.
• Assist franchise owners with software development and automation initiatives.
• Identify opportunities to improve operations and customer experience.

Skills

Leadership

Organization

Communication

Problem Solving

Adaptability

Swimming

Tools

Cloud scheduling software

Job description

British Swim School seeks an Aquatics & Customer Experience Manager to lead Aquatics Managers, swim instructors, and customer service reps across locations in Brentwood, CA. You will drive scheduling, operations, and customer experience while collaborating with franchise owners and British Swim School corporate.

The role emphasizes safety, staff development, and process improvements to enhance enrollment and revenue. In-person hours are 15–20 per week, with remote administrative tasks as needed.