Customer & Business Operations Manager – Lexington, KY (Local Hybrid)

Aqua-Tots Swim School•Lexington, KY

5d•Hybrid

About The Position

Aqua-Tots Swim Schools is seeking a highly organized, proactive Customer & Business Operations Manager to support our Lexington (Ruccio Way) and Hamburg locations. This is an opportunity for an experienced professional who wants meaningful responsibility, a flexible hybrid schedule, and the satisfaction of helping a family-owned business thrive. You'll report directly to our Director of Operations and independently manage key customer experience, account management, reporting, inventory, purchasing, and administrative functions across both schools. Your work will allow our school leadership to spend more time developing employees, building culture, hiring great people, and growing our schools. Our philosophy is simple: You don't just identify problems—you own them through resolution.

Requirements

Professional experience in administration, office management, business operations, customer account management, or a closely related field.
Strong organizational skills and demonstrated ability to independently manage recurring responsibilities.
Strong written and verbal communication skills.
Proficiency with Microsoft Office, particularly Excel, Outlook, and Word.
Comfort communicating directly with customers by phone, email, and in person.
Ability to learn new business software quickly.
Ability to work independently in a hybrid environment while maintaining accountability for deadlines and results.
Ability to consistently work onsite at both Lexington-area locations every week.
Valid driver's license and reliable transportation for travel between locations and local vendors.
Ability to occasionally lift and carry approximately 25–30 pounds.

Nice To Haves

At least three years of relevant professional administrative or operations experience.
Previous office-management, practice-management, or similar experience.
Demonstrated success managing business processes with limited supervision.
Experience with billing, accounts receivable, customer retention, reporting, inventory, or purchasing.
Experience supporting multiple locations, departments, or business leaders.
Previous experience working independently or in a hybrid environment.
Experienced professionals returning to the workforce who are looking for meaningful responsibility with a more flexible schedule.

Responsibilities

Proactively contacting families who submit withdrawal notices to understand their concerns and identify opportunities to retain their enrollment.
Helping families resolve billing, scheduling, membership, and service-related issues.
Managing routine customer complaints and service-recovery opportunities.
Making timely customer-service decisions within established company guidelines.
Monitoring Listen360 customer feedback and online reviews.
Identifying recurring concerns and opportunities to improve the customer experience.
Coordinating with school leadership when additional information or intervention is needed.
Maintaining ownership of customer issues through resolution, even when another team member becomes involved.
Supporting recovery of unresolved customer opportunities and stalled leads when appropriate.
Manage failed-payment follow-up and outstanding account issues.
Complete and maintain our Trouble Accounts Report.
Identify and resolve billing, membership, and scheduling discrepancies.
Administer 30-day withdrawal notices and associated customer communication.
Maintain accurate customer records and document resolutions.
Ensure account-related issues are addressed promptly and professionally.
Pull information from our POS system and business dashboards.
Maintain recurring tracking spreadsheets and operational reports.
Prepare accurate information for school leadership.
Participate in appropriate weekly Level 10 operational meetings.
Track administrative projects and action items through completion.
Assist our Director of Operations with administrative documentation and HR-related support.
Identify opportunities to improve processes, organization, and efficiency across both locations.
Regularly assessing inventory and operating-supply needs at both locations.
Maintaining appropriate stock levels for lesson supplies, customer merchandise, retail products, uniforms, break-room supplies, cleaning supplies, restroom supplies, and other school necessities.
Managing purchases through approved vendors and company purchasing procedures.
Completing local purchasing and pickup errands as needed.
Ensuring supplies are received, organized, and appropriately stocked.
Coordinating outside vendors and recurring services.
Establishing and managing processes for laundering cleaning equipment and maintaining adequate clean replacement inventory.
Identifying supply or equipment problems and developing reliable solutions.
Serve as an emergency Front Desk or operational resource when necessary.

Benefits

$21–$23/hour , depending on experience.
Full-time position with a regular 32-hour workweek.
Flexible hybrid schedule with two weekly onsite days.
Health insurance eligibility following a 30-day waiting period, subject to applicable plan terms.
Personal PTO: Five days annually during the first year, increasing to 10 days annually after the first anniversary. PTO accrues in accordance with company policy.
Paid company holidays and additional designated paid school closure periods.
Extended winter school closure around Christmas and New Year's.
Regular 32-hour weekly pay maintained during designated paid closure periods, with greater remote-work flexibility and reduced onsite requirements as administrative work continues.
Complimentary Aqua-Tots swim lessons for employees' children.
Eligibility for applicable manager sales incentive contests at both Lexington-area schools.
Paid training and ongoing professional development.
Company-provided laptop, access to our business phone system, and necessary office equipment and supplies.
Company purchasing access for approved business expenses.
Reimbursement for approved business mileage.