Aquatics Operations & Customer Experience Manager - Part-Time

British Swim School of Brentwood-Antioch•Brentwood, CA

8d•$23 - $25•Hybrid

About The Position

A position at British Swim School is more than just a job; it is an opportunity to learn, grow, and make an impact in your community through our mission of “Every Age. Every Stage.” As an Aquatics & Customer Experience Manager, you’ll lead and support Aquatics Managers, swim instructors, and customer service representatives while helping families develop essential swimming and water safety skills.

Requirements

3+ years of supervisory, management, or team leadership experience preferred.
Strong ability to manage people, schedules, systems, and competing priorities.
Excellent written and verbal communication skills with the ability to handle difficult conversations professionally.
Solution-oriented approach with strong judgment and follow-through.
Comfortable working in a fast-paced environment with changing priorities.
Able to swim.

Nice To Haves

Experience hiring, training, and developing employees
Experience managing teams and staff schedules
Experience in aquatics, fitness, hospitality, childcare, education, or customer service
Familiarity with cloud-based scheduling or class management software
Experience with employee relations and customer escalations
Experience working with vendors and external business partners
Bilingual (English/Spanish) is a plus
Lifeguard, CPR, or First Aid certifications preferred (can be obtained during employment)

Responsibilities

Hire, train, develop, and manage Aquatics Managers, swim instructors, and customer service representatives & do customer service escalation on a regular basis, while driving accountability and performance.
Manage instructor scheduling, lesson coverage, schedule optimization, staffing changes, and daily operational needs.
Oversee customer service onsite, by phone, and email while resolving escalated customer concerns.
Manage customer accounts, monthly tuition, billing, records, and cloud-based class management systems.
Drive retention, revenue, enrollment, staffing efficiency, and service excellence across locations.
Maintain safety standards and the Emergency Action Plan while ensuring staff are trained on applicable procedures.
Lead weekly management meetings and coordinate monthly employee in-service training based on team needs.
Maintain relationships with facility partners, marketing vendors, British Swim School corporate, and the business coach.
Manage inventory needs for onsite and offsite locations and submit purchase orders for replenishments.
Assist franchise owners with software development and automation initiatives across scheduling, customer service, staffing, and administrative functions.
Identify opportunities and implement solutions that improve operations, customer experience, and business performance.