Customer Experience Lead – Swim School

Waterworks Aquatics; Pasadena (CA); On-site; USD 75,000 - 85,000; Full time

Job summary

Waterworks Aquatics in Pasadena, CA seeks a Customer Experience Manager to lead front-office operations and deliver a consistent, high-quality experience for families. This hands-on leadership role balances service standards with business needs while driving enrollment and retention.

The ideal candidate has 3–5 years of people-management and customer service, a high school diploma, CPR/AED/First Aid certification (or the ability to obtain), and weekend availability is required.

Qualifications

• 3–5 years of direct people-management experience.
• 3–5 years of customer service in a high-volume environment.
• High school diploma or equivalent.
• CPR/AED/First Aid certification or ability to obtain.
• Availability to work full-time with at least one weekend day.

Responsibilities

• Lead, coach, and develop Customer Experience Experts and frontline staff.
• Set and reinforce service standards, daily duties, and performance expectations.
• Oversee front-office operations and ensure policy alignment.
• Support enrollment, retention, and revenue initiatives including lessons and packages.
• Ensure a professional, customer-focused experience across in-person and phone interactions.
• Monitor staffing levels and adjust coverage as needed.
• Oversee onboarding, training, and ongoing development of office staff.
• Collaborate with regional leadership on escalated concerns.

Skills

People management

Customer service

Communication

Organization

Prioritization

Education

High school diploma or equivalent

Tools

CPR Certification

Job description

Waterworks Aquatics in Pasadena, CA seeks a Customer Experience Manager to lead front-office operations and deliver a consistent, high-quality experience for families. This hands-on leadership role balances service standards with business needs while driving enrollment and retention.

The ideal candidate has 3–5 years of people-management and customer service, a high school diploma, CPR/AED/First Aid certification (or the ability to obtain), and weekend availability is required.