Scuba Experience Manager (Retail & Operations)

Job Description

Job Description

Scuba Experience Manager

At Diventures, safety is our number one priority, and fun is our number one goal. We are in the relationship business, using our passion for water to impact lives, change the world, and have fun doing it.

We are looking for a Scuba Experience Manager to lead the scuba, retail, and travel experience at one of our Diventures locations. This role is ideal for an energetic, customer-first leader who loves scuba, enjoys developing people, and excels at creating exceptional experiences that turn customers into lifelong divers.

As the Scuba Experience Manager, you will be a key member of the store leadership team. You will work closely with the Store Director, Aquatics Experience Manager, Dive Professionals, retail team members, customers, and Store Support partners to drive customer acquisition, conversion, retention, and revenue growth across scuba instruction, equipment, travel, service, and rental programs.

This is a hands-on leadership role. You will spend significant time on the retail floor with customers and team members, setting the standard for service, sales, communication, professionalism, and excitement around scuba and the aquatic environment.

What You'll Do

Lead the Scuba, Retail, and Travel Experience

You will be responsible for driving the performance of scuba, retail, and travel programs at your location. This includes helping customers find the right courses, equipment, experiences, and travel opportunities while ensuring each interaction reflects the Diventures standard of high-touch, personalized service.

Build Meaningful Customer Relationships

You will lead your team in creating positive, lasting, and profitable customer relationships. From new divers exploring scuba for the first time to experienced divers preparing for their next trip, you will help ensure every customer feels welcomed, supported, and excited about what comes next.

Drive Sales and Program Growth

You will work with the Store Manager and Store Support team to set and achieve revenue, KPI, and growth goals. You will monitor program performance, identify opportunities, support lead conversion, promote travel and continuing education, and maximize retail sales through strong customer engagement.

Recruit, Train, and Develop Dive Professionals and Retail Team Members

You will recruit, train, coach, and retain a strong team of retail salespeople and Dive Professionals. You will provide consistent feedback, support individual development plans, conduct Surface Intervals, and help build a stable leadership and instructor pipeline through effective succession planning.

Deliver Hands-On Leadership

You will lead by example through regular presence with customers and team members during retail hours. At times, you may serve directly as a Customer Experience Specialist or Dive Professional to support the business and model the customer experience you expect from others.

Coordinate Scuba Operations

You will help ensure effective course scheduling, instructor scheduling, swim-to-scuba and Try Scuba conversion, equipment sales, product merchandising, inventory management, scuba equipment service coordination, and rental program execution.

Support Facility and Safety Standards

You will maintain current knowledge of pool, scuba, and industry safety standards. You will support proper facility operation, coordinate efficient pool utilization, complete monthly facility inspections, and help maintain a clean, safe, and well-organized environment for customers and team members.

Strengthen Team Culture

You will help make coming to work fun through personal connection, team building, contests, events, outings, games, and recognition. You will model a positive, can-do attitude and proactively support teammates across scuba, swim, retail, service, and other store functions.

Represent Diventures in the Community

You will develop community relationships, support local events, promote water safety, and help grow awareness of Diventures through outreach, education, and local engagement.

What Success Looks Like

A successful Scuba Experience Manager:

• Builds strong, meaningful customer relationships.
• Achieves planned revenue and KPI goals.
• Grows scuba instruction, equipment, travel, service, and rental opportunities.
• Recruits, develops, and retains a strong team of Dive Professionals and retail team members.
• Creates an engaging, fun, and accountable team culture.
• Maintains a safe, clean, well-merchandised, and customer-ready store environment.
• Communicates effectively with customers, team members, Store Support, and leadership.
• Demonstrates strong command of Diventures systems and processes.
• Develops future leaders and supports long-term program stability.
• Brings energy, professionalism, and excitement to the scuba experience every day.

What We're Looking For

The ideal candidate brings:

• Experience leading customer-focused teams, including recruiting, hiring, training, coaching, performance management, and team development.
• Strong sales leadership experience in person, over the phone, and in writing.
• Experience managing resources and business performance, including revenue, margin, payroll, expenses, and program growth.
• Scuba, aquatics, Certified Pool Operator, lifeguard, or dive professional experience, strongly preferred.
• A passion for scuba, water, customer service, and helping people grow.
• Strong communication, organization, follow-through, and problem-solving skills.
• A positive, professional presence and the ability to lead with both warmth and accountability.
• Willingness to work hands-on with customers, team members, and Dive Professionals in a dynamic retail and training center environment.

Key Attributes

We are looking for someone who is:

• Customer-focused
• A servant leader
• Energetic and engaging
• Positive and professional
• Sales-minded
• Collaborative
• A clear communicator
• Action-oriented
• Organized and effective with time
• Tenacious
• Solutions-focused
• Comfortable leading people and holding standards
• Excited to share scuba with others

 

Why This Role Matters

The Scuba Experience Manager helps bring the Diventures scuba experience to life. This person leads the team, grows the business, develops Dive Professionals, supports customers, and creates the excitement that keeps people learning, diving, traveling, and coming back.

This is more than a management role. It is an opportunity to lead a community of divers, build lasting relationships, grow a business, and help more people discover the adventure, confidence, and connection that come from scuba.

If you are a strong leader who loves scuba, enjoys developing people, and gets excited about creating unforgettable customer experiences, we would love to meet you.