Aquatics Operations Customer Experience Manager PartTime

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

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

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.

Each franchise location is independently owned and operated by a franchisee (franchise owner). Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to British Swim School Corporate.