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 School's operational, safety, lesson-quality, and customer-experience standards. This is a hands-on, on-site multi-unit operating role. The Regional Manager will translate ownership's 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 40–50 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 School's 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 40–50 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 driver's license and ability to complete required background checks. Preferred Qualifications Previous multi-unit leadership experience. Experience in a membership, recurring-revenue, fitness, children's 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. Bachelor's 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: $90,000–$110,000, 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. Reports to Operating Partner / Ownership Group Direct Reports General Managers – Louisville & Lexington Employment Type Full-Time, Exempt Location Louisville or Lexington, Kentucky #J-18808-Ljbffr goldfish-careers