Operations Manager

Job Description

Job Description

Position Summary:

The Swim Center Operations Manager is responsible for the overall success and operation of the swim school location to which they are assigned. This role requires strong leadership, business acumen, and a deep commitment to providing exceptional customer service and a safe and enjoyable learning environment for all swimmers.

The Swim Center Operations Manager is the day-to-day owner of the location, responsible for leading the team, driving enrollment, maintaining operational excellence, and making sound business decisions that support customer retention, safety, and profitability. This individual is expected to solve operational challenges independently whenever possible while partnering with ownership on strategic decisions and long-term growth initiatives.

Essential Duties and Responsibilities:

• Operations Management:

• Oversee all aspects of swim school operations, including scheduling, staffing, customer service, and facility maintenance.

• Own instructor assignments, class creation, schedule optimization, transfer requests, and coverage for instructor absences or call-outs to ensure classes remain fully staffed.

• Implement operational policies and procedures to ensure efficiency and compliance with safety regulations.

• Monitor key performance indicators (KPIs) and analyze data to identify areas for improvement.

• Maintain operational metrics including enrollment, retention, class fill percentage, and other business performance indicators, proactively identifying trends and implementing corrective action as needed.

• Review Deck Supervisor shift reports daily and promptly address operational concerns, staffing gaps, training opportunities, and customer issues.

• Respond to calls and emails in a timely manner.

• Exercise sound judgment in resolving operational exceptions before escalating matters to ownership.

• Approve operational transactions, refunds, credits, and policy exceptions within established company guidelines.

• Continuously identify opportunities to improve operational efficiency, customer satisfaction, and overall business performance.

• Sales and Marketing:

• Develop and implement marketing strategies to increase enrollment and membership.

• Manage customer relationships, address concerns, and build strong community relationships.

• Oversee sales and enrollment processes, including customer service and follow-up.

• Own lead follow-up efforts, ensuring prospective families receive timely calls, emails, and text communication.

• Develop and maintain relationships with local schools, daycares, churches, pediatric offices, businesses, and community organizations to promote The Swim Center.

• Support referral programs, community events, and local marketing initiatives designed to increase enrollment and customer retention.

• Staff Leadership and Development:

• Recruit, hire, train, and supervise swim instructors, lifeguards, deck supervisors, office staff, and other employees.

• Conduct performance reviews, provide feedback, and address personnel issues.

• Foster a positive and supportive work environment for all staff.

• Approve employee timecards and time-off requests in accordance with company policy.

• Conduct regular coaching conversations, one-on-one meetings, and 30-, 60-, and 90-day performance evaluations.

• Hold instructors, Deck Supervisors, and office staff accountable for performance standards, customer service expectations, and company policies.

• Identify training opportunities and coordinate employee development to improve operational consistency and service quality.

• Partner with ownership regarding hiring decisions, compensation recommendations, disciplinary actions, and employee separations when appropriate.

• Customer Experience

• Serve as the primary point of escalation for customer concerns, billing disputes, scheduling conflicts, and operational issues.
• Resolve customer concerns whenever possible through operational solutions before escalating to ownership.
• Ensure all customer concerns receive timely follow-up to promote retention and strengthen relationships with families.
• Maintain a positive, welcoming environment that encourages long-term customer loyalty.

• Safety and Compliance:

• Ensure the safety and well-being of all swimmers and staff by enforcing all safety protocols and emergency procedures.

• Maintain a clean and safe pool environment.

• Conduct regular safety inspections and ensure compliance with all local, state, and federal regulations.

• Conduct routine observations of instructors and deck operations to ensure instructional quality, safety, professionalism, and compliance with company standards.

• Ensure office procedures, operational processes, and Standard Operating Procedures (SOPs) are consistently followed and updated as needed.

• Program Development:

• Develop and implement new swim programs and services to meet the needs of the community.
• Stay current on industry best practices and trends in swim instruction.
• Recommend operational improvements, new programs, and process enhancements that improve customer experience, employee engagement, enrollment, and profitability.
• Perform other duties and responsibilities as assigned to support the ongoing success and operation of The Swim Center.

Required Qualifications:

• High school diploma or equivalent required; Associate's or Bachelor's degree in Business Administration, Sports Management, Recreation Management, Hospitality, or a related field preferred.
• Three (3) or more years of progressive leadership experience in aquatics, recreation, fitness, hospitality, childcare, retail, or another customer-focused service environment.
• Strong business acumen, including financial management, marketing, and sales.
• Excellent leadership, communication, interpersonal, and organizational skills.
• Strong customer service orientation and the ability to build lasting relationships.
• Ability to work independently and as part of a team.
• Demonstrated ability to coach employees, make operational decisions, manage multiple priorities, and solve problems in a fast-paced environment.
• Experience interpreting operational metrics and using data to improve business performance.
• Proficiency with Microsoft Office and the ability to quickly learn business software applications.

Preferred Qualifications:

• Bachelor's degree in Business Administration, Sports Management, Recreation Management, or a related field.
• Previous experience managing a swim school or aquatic facility.
• Current CPR, First Aid, and AED certification.
• Lifeguard certification.
• Experience as a swim instructor.
• Experience with swim lesson software and management systems.
• Experience in budget development and management.
• Experience with marketing and sales campaigns.
• Experience leading scheduling, staffing, employee coaching, customer escalations, and operational planning within a service-based organization.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to occasionally lift and carry up to 30 pounds.
• Ability to work in a warm, humid pool environment.
• Ability to climb stairs and move throughout the facility.
• Ability to visually monitor pool activities and respond quickly during emergencies.
• Ability to communicate effectively with children, parents, employees, and vendors.

Work Environment

• Indoor aquatic facility with elevated humidity and moderate noise levels.
• Frequent interaction with children, parents, instructors, and community members.
• Position requires regular movement throughout the facility and active engagement with staff and customers.
• Must be available to work evenings and weekends as business needs require.

Performance Expectations

Success in this role is demonstrated by:

• Growth in student enrollment and overall revenue.
• Strong student retention and customer satisfaction.
• High class fill percentages with minimal last-minute staffing shortages.
• Consistent operational excellence and adherence to safety standards.
• An engaged, well-trained team that delivers exceptional customer experiences.
• Timely resolution of customer concerns and operational issues.
• A facility that operates efficiently with minimal day-to-day owner involvement.

Equal Employment Opportunity

The Swim Center is an Equal Opportunity Employer and is committed to creating an inclusive workplace where all employees are treated with dignity and respect.

Disclaimer: This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications.

The Swim Center reserves the right to modify this job description at any time to meet business needs. Nothing contained herein creates an employment contract or alters the at-will employment relationship.

Please do not contact the company directly regarding this position. Elevated HR Consulting is managing the hiring process, and direct contact with the company may result in disqualification from consideration. Qualified candidates will be contacted directly regarding their application status.