Aquatics Operations & Customer Experience Manager - Part-Time

British Swim School of Brentwood-Antioch; Brentwood (CA); Ibrido; USD 65.000 - 95.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive pay

Paid training

Employee discounts

Development opportunities

Descrizione del lavoro

British Swim School of Brentwood-Antioch is hiring an Aquatics & Customer Experience Manager in Brentwood, CA. You will oversee leadership, scheduling, customer service, and administrative functions while collaborating with franchise owners, staff, families, and partners to ensure high-quality programs.

The role emphasizes team development, operational excellence, safety compliance, and driving growth across locations.

Competenze

• 3+ years of supervisory or team leadership experience.
• Excellent written and verbal communication skills.
• Strong planning and organizational abilities with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Must be able to swim.

Mansioni

• Lead and develop Aquatics Managers, instructors, and customer service staff.
• Schedule instructors, optimize coverage, and manage daily operations.
• Oversee customer service onsite, by phone, and email; resolve escalations.
• Manage monthly tuition, billing, records, and class management systems.
• Drive retention, enrollment, and revenue across locations.
• Maintain safety standards and staff training for emergencies.
• Lead weekly management meetings and coordinate monthly training sessions.
• Maintain relationships with partners, vendors, and corporate teams.
• Oversee inventory needs and submit purchase orders.

Conoscenze

Leadership

Organization

Communication

Problem solving

Adaptability

Swimming

Strumenti

Cloud-based scheduling software

Descrizione del lavoro

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.
• 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.