Family Experience Manager – Front Office Leader (Full-Time)

Waterworks Aquatics Inc; San Jose (CA); Presencial; USD 75.000 - 85.000; Jornada completa

Descripción de la vacante

Waterworks Aquatics is seeking a Customer Experience Manager in San Jose, CA to lead front-office operations and deliver a high-quality family experience. This hands-on leadership role emphasizes strong people-management and customer-service skills in a busy environment.

This position requires 3–5 years of leadership and customer-service experience, weekend availability, and a commitment to coaching staff, setting standards, and improving enrollment and retention.

Formación

• 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.
• CPR, AED, and First Aid certification (required or ability to obtain).
• Availability to work full-time hours, including at least one weekend day.

Responsabilidades

• 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.

Conocimientos

People management

Customer service

Communication

Organization

Follow-through

Educación

High school diploma or equivalent

Descripción del empleo

Waterworks Aquatics is seeking a Customer Experience Manager in San Jose, CA to lead front-office operations and deliver a high-quality family experience. This hands-on leadership role emphasizes strong people-management and customer-service skills in a busy environment.

This position requires 3–5 years of leadership and customer-service experience, weekend availability, and a commitment to coaching staff, setting standards, and improving enrollment and retention.