Customer Experience Manager

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

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Customer Experience Manager

Full Time Waterworks Aquatics Pasadena - 91107, Pasadena, CA, US

3 days ago Requisition ID: 1121

Salary Range: $75,000.00 To $85,000.00 Annually

Lead the team responsible for every family’s first and lasting impression.

The Customer Experience Manager oversees all front-office operations and is responsible for delivering a consistent, high-quality experience for families. This role plays a key part in operational execution, customer retention, and team performance.

This is a hands-on leadership position requiring strong people-management skills, sound judgment, and the ability to balance service standards with business needs. Weekend availability is required.

About Waterworks Aquatics

Waterworks Aquatics is a premier swim school teaching children (ages 3 months and up) and adults how to swim. Our mission is to educate and motivate individuals to be safer and learn proper swimming technique. Every role in our organization supports that mission through professionalism, consistency, and care.

How You’ll Make an Impact

• Lead, coach, and develop Customer Experience Experts, Senior Customer Experience Experts, Shift Leads, and Deck Hosts.
• Set and reinforce service standards, daily responsibilities, and performance expectations.
• Oversee front-office operations to ensure alignment with company policies and procedures.
• Support enrollment, retention, and revenue initiatives, including private lessons and package optimization.
• Ensure a professional, customer-focused experience across all in-person and phone interactions.
• Monitor staffing levels and recommend coverage adjustments as needed.
• Oversee onboarding, training completion, and ongoing development of office staff.
• Partner with Customer Relations and regional leadership on escalated concerns.
• Maintain facility readiness, inventory oversight, and operational standards.
• Address employee performance through coaching, feedback, and corrective action when necessary.

Our Core Values

• Passion - you care deeply about the experience families and team members have.
• Adaptability - you adjust priorities and leadership approach as needs evolve.
• Self-Responsibility - you take ownership of outcomes, decisions, and performance.
• Approachability - you communicate clearly and foster trust through accessibility and professionalism.
• Integrity - you do what's right, even when navigating complex or sensitive situations.

What You’ll Bring

• 3-5 years of direct people-management experience.
• 3-5 years of customer service experience in a high-volume environment.
• Strong communication, organization, and follow-through skills.
• Ability to manage priorities and lead teams effectively.
• High school diploma or equivalent required.
• CPR, AED, and First Aid certification (required or ability to obtain).
• Availability to work full-time hours, including at least one weekend day.

Ready to lead with purpose? Apply today and help shape the experience families trust.