Aquatics Operations & Customer Experience Manager - Part-Time

Usswimschools; Brentwood (CA); Sur place; USD 65 000 - 90 000; Temps partiel

Avantages offerts par ce poste

Competitive pay based on experience

Paid training

Employee discounts

Development opportunities

Résumé du poste

British Swim School is seeking an Aquatics & Customer Experience Manager in Brentwood, CA. You will lead Aquatics Managers, swim instructors, and customer service reps, guiding scheduling, training, and operations while partnering with franchise owners and corporate.

You’ll focus on improving retention, enrollment, revenue, and service excellence across locations, ensuring safety standards and effective communication. 15–20 hours in-person weekly with potential remote admin work.

Qualifications

• 3+ years of supervisory or management experience preferred.
• Strong organization and prioritization across multiple tasks.
• Excellent written and verbal communication; professional handling of difficult conversations.
• Solution-oriented with good judgment and follow-through.
• Ability to adapt in a fast-paced environment with shifting priorities.
• Must be able to swim.

Responsabilités

• Hire, train, develop and manage Aquatics Managers, swim instructors, and customer service representatives; handle escalations.
• Manage instructor scheduling, lesson coverage, and daily operations.
• Oversee onsite, phone, and email customer service and resolve escalated concerns.
• Manage customer accounts, tuition, billing, and class management systems.
• Drive retention, enrollment, revenue, and staff efficiency across locations.
• Maintain safety standards and Emergency Action Plans, train staff on procedures.
• Lead weekly management meetings and coordinate monthly staff trainings.
• Maintain relationships with facility partners, vendors, and corporate.
• Manage inventory for locations and submit replenishment orders.
• Assist franchise owners with software development and automation initiatives.

Connaissances

Leadership

Organization

Communication

Problem Solving

Adaptability

Swimming

Outils

Cloud-based scheduling software

Description du poste

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.”

As an Aquatics & Customer Experience Manager, you’ll lead and support Aquatics Managers, swim instructors, and customer service representatives while helping families develop essential swimming and water safety skills.

Compensation & Benefits

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

Role Description

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.
• Inventory Management: Manage inventory needs for onsite and offsite locations and submit purchase orders for replenishments
• 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 weekdays (3:30 pm - 8:00 pm) and weekends (8:30 am to 1:30 pm)
• Remote: Additional administrative, scheduling, and meeting work as needed

Flexible work from home options available.