Regional Manager

Goldfish Swim School Louisville & Lexington KY

Position Summary

Goldfish Swim School is seeking a high-performing Regional Manager to lead the operating performance of our Louisville and Lexington locations .

The Regional Manager is responsible for developing high-performing General Managers and staff driving enrollment and revenue growth improving payroll efficiency and ensuring both schools consistently execute Goldfish Swim Schools operational safety lesson-quality and customer-experience standards.

This is a hands-on on-site multi-unit operating role . The Regional Manager will translate ownerships objectives into weekly execution through strong leadership structured training and development clear KPIs and repeatable processes and procedures.

The right candidate will be equally comfortable coaching a manager leading training analyzing enrollment trends reviewing staffing and payroll metrics walking the facility and improving how the business operates.

The goal is to build strong leaders well-trained teams and consistent systems so both schools perform at a high level without requiring constant intervention from ownership.

Location Schedule & Travel Expectations

• This is an on-site role with an expected commitment of approximately 4050 hours per week .

• The Regional Manager is expected to spend the majority of working time physically present in the Louisville and Lexington schools.

• Frequent travel between both locations is a core expectation of the role with the weekly schedule structured around the needs and performance of each school.

• Regular presence during key operating periods is expected including evenings and weekends.

• This is not intended to be a remote or primarily office-based management position.

Key Responsibilities

Multi-Unit Leadership

• Own the overall operating performance of the Louisville and Lexington schools.

• Directly manage coach develop and hold accountable the General Managers of both locations.

• Establish clear expectations priorities and measurable goals for each GM.

• Conduct consistent one-on-ones performance reviews and leadership-development planning.

• Develop Assistant Managers and department leaders to build leadership depth and succession plans.

• Ensure General Managers effectively lead their teams rather than routinely escalating day-to-day operating issues.

• Create consistency in management practices and accountability across both schools.

Training & Development

• Lead the development of a consistent training and development program for managers and frontline staff.

• Establish clear onboarding certification and ongoing training expectations for each role.

• Coach General Managers on how to effectively train develop and evaluate their teams.

• Create management-development plans and identify high-potential employees for advancement.

• Ensure training translates into stronger sales execution lesson quality customer service safety and operational consistency.

• Build a culture where continuous coaching and development are part of everyday operations.

Process & Procedure Development

• Create document and implement repeatable operating processes across both schools.

• Standardize key procedures for sales follow-up customer service staffing scheduling hiring onboarding training performance management and facility operations.

• Identify inconsistent or inefficient processes and redesign them for clarity and accountability.

• Ensure managers understand not only what is expected but how work should consistently be executed.

• Establish clear ownership reporting and follow-up for key operational processes.

Enrollment Sales & Revenue Growth

• Own enrollment growth and sales performance across both locations.

• Establish and monitor goals for leads trials conversion new memberships cancellations retention and net enrollment growth.

• Improve lead-response speed follow-up discipline front-desk engagement trial execution and sales conversion.

• Coach teams to build a consistent and accountable sales culture.

• Ensure marketing activity translates into measurable leads trials enrollments and revenue.

• Identify additional revenue opportunities through programs events clinics retail and other Goldfish offerings.

Staffing Payroll & Operational Efficiency

• Monitor revenue payroll percentage staffing levels scheduling and other key operating metrics.

• Forecast enrollment and staffing requirements and adjust schedules accordingly.

• Ensure staffing levels align with enrollment class schedules and business demand.

• Identify operational underperformance early and work with General Managers to implement corrective action.

• Improve labor productivity without compromising safety lesson quality or customer experience.

• Partner with ownership on annual operating goals staffing plans and budgets as appropriate.

KPI Management & Operating Cadence

Maintain a disciplined weekly operating rhythm that includes:

• KPI reviews

• GM/AGM one-on-ones

• Location walkthroughs

• Staffing and hiring reviews

• Sales funnel reviews

• Payroll and scheduling reviews

• Action-item tracking

Key metrics include:

• Enrollment and net enrollment growth

• Leads trials and trial-to-member conversion

• New memberships and cancellations

• Member retention

• Revenue versus goals

• Payroll percentage

• Staffing levels and employee retention

• Customer satisfaction/NPS

• Safety and lesson-quality metrics

• Training completion and management development

The Regional Manager is expected to use data to identify problems determine root causes assign actions and measure improvement.

People Leadership & Culture

• Build high-performing accountable and engaged teams.

• Ensure each school consistently recruits hires onboards trains and develops strong employees.

• Maintain an active hiring pipeline for critical roles.

• Coach managers through employee-performance issues and difficult conversations.

• Improve employee retention while maintaining high performance expectations.

• Reinforce Goldfish Swim Schools Core Values and create a positive professional results-oriented culture.

Customer Experience Operations & Safety

• Ensure both locations consistently deliver the Goldfish Golden Experience.

• Monitor customer feedback complaints reviews and NPS/customer-satisfaction trends.

• Coach management teams on communication service recovery and problem resolution.

• Maintain high standards for facility cleanliness appearance maintenance and customer presentation.

• Ensure consistent lesson quality class scheduling and staffing models.

• Maintain compliance with required certifications training safety procedures Emergency Action Plans and Goldfish operating standards.

• Ensure both locations remain prepared for Goldfish Swim School Ellis & Associates health department and other applicable inspections or audits.

Communication With Ownership

• Serve as the primary operating link between the franchisor ownership and General Managers.

• Provide clear concise data-driven updates on performance.

• Conduct regular business reviews covering enrollment revenue payroll staffing training customer experience and major priorities.

• Escalate material issues quickly and bring recommended solutions.

• Translate ownership priorities into clear action plans for each location.

How Success Will Be Measured

Performance will be evaluated across:

Enrollment & Revenue

• Enrollment growth

• Revenue growth

• Trial-to-member conversion

• Member retention

Labor & Staffing

• Payroll efficiency

• Appropriate staffing levels

• Scheduling effectiveness

• Employee retention

Leadership & Development

• GM performance and independence

• Strength of management bench

• Training completion and effectiveness

• Employee development and advancement

Operational Excellence

• Consistency of processes and procedures

• Facility standards

• Lesson quality

• Safety and compliance

Customer Experience

• NPS/customer satisfaction

• Reviews and complaint trends

• Service recovery

A successful Regional Manager creates two well-led well-trained increasingly self-sufficient schools supported by strong systems disciplined execution and repeatable processes.

Required Qualifications

• 5 years of progressive management experience with responsibility for people operations and business performance.

• Experience directly managing managers department leaders or multiple business units.

• Demonstrated ability to improve an underperforming business department or location.

• Strong experience training and developing managers and frontline teams.

• Experience creating and implementing operational processes and procedures.

• Experience managing staffing payroll scheduling revenue and operating KPIs.

• Ability to work confidently with KPI dashboards conversion funnels staffing metrics and performance reporting.

• Proven experience recruiting coaching developing and holding leaders accountable.

• Strong problem-solving organizational and communication skills.

• Ability and willingness to work approximately 4050 hours per week on site .

• Ability and willingness to travel frequently between the Louisville and Lexington schools .

• Flexibility to work occasional evenings and weekends based on business needs.

• Valid drivers license and ability to complete required background checks.

Preferred Qualifications

• Previous multi-unit leadership experience.

• Experience in a membership recurring-revenue fitness childrens enrichment hospitality recreation retail or service business.

• Experience managing a high-volume hourly workforce.

• Experience operating within a franchise system.

• Experience improving multiple physical locations.

• Bachelors degree in business management sports/recreation management or related field.

We place greater emphasis on leadership ability training and development operational discipline and a demonstrated ability to improve business performance.

Certifications

Required Goldfish Swim School management certifications including applicable CPR/AED First Aid lifeguarding and water-safety certifications must be obtained within the required period following hire.

Candidates do not need to hold all aquatics certifications prior to applying.

Ideal Candidate

The strongest candidate will be both a people developer and an operator .

You are someone who:

• Develops managers instead of doing their jobs for them.

• Builds strong training systems and develops people at every level.

• Creates repeatable processes rather than relying on individual effort.

• Uses data to identify the issues having the greatest impact on performance.

• Sets clear expectations and follows through.

• Holds people accountable while maintaining a strong culture.

• Moves comfortably between strategy and hands-on execution.

• Takes ownership of results.

• Communicates effectively with both frontline employees and ownership.

Your job is to build the leaders training systems processes standards and accountability that allow both schools to consistently produce strong results.

Compensation

Base Salary: $90000$110000 based on experience and qualifications.

Performance Bonus: Additional incentive opportunity tied to measurable operating results which may include:

• Enrollment growth

• Revenue growth

• Trial conversion

• Payroll efficiency

• Customer experience

• Leadership and staff development

Additional benefits and compensation details will be discussed during the interview process.

About Goldfish Swim School

Goldfish Swim School provides year-round swim instruction and water-safety education for children in a safe welcoming and family-focused environment.

Our Kentucky organization operates schools in Louisville and Lexington and is focused on building high-performing locations characterized by strong leadership well-trained teams sustainable enrollment growth disciplined operations and exceptional customer experiences.

Tropical Vibes & Impacting Lives!

You feel it the moment you walk in. Theres more than vibrant colors a tropical theme and happy children. Theres something different something extraordinary. Something truly GOLDEN. Its passion. Not just a passion for kids or a passion for swimmingits a special passion for changing even saving lives by being a part of kids learning to swim.

When you work at Goldfish youre not just an employee. Youre a part of something bigger. Youre making an impact; a splash in the lives of the children in your community. Youre an integral part of a team working together to move forward a mission. Youre also making waves in your future learning life lessons in and out of the pool through mentorship leadership and passion. At Goldfish its more than a job - its an endless pool of possibilities opportunities and life-changing moments!

Making Waves with Passion Purpose & Core Values!

At Goldfish our core values are at the heart of everything we do and behind every decision that we make. To us these values are more than just words - theyre embraced with purpose in our everyday lives and what allows us to make a splash in our community and in the lives of our members and our team!

We go above and beyond with every detail to create a GOLDEN Experience!

We believe in nurturing a culture that provides WOW! Customer Service

We do the right things make the right decisions and treat people with Integrity Compassion Trust

We meet and exceed expectations so you see Extraordinary Results

We make a big deal about lifes accomplishments by remembering to Celebrate!

Each Goldfish Swim School is an independently owned and operated franchise. The respective Franchisee is the employer at each Goldfish Swim School location. Each franchisee can set their own wages benefit programs and terms and conditions of employment which may vary at each Goldfish Swim School location.

Required Experience:

Manager