Customer Experience Manager

Waterworks Aquatics Inc•San Jose, CA

6h•$75,000 - $85,000•Onsite

About The Position

The Customer Experience Manager oversees all front-office operations and is responsible for delivering a consistent, high-quality experience for families. This role plays a key part in operational execution, customer retention, and team performance. This is a hands-on leadership position requiring strong people-management skills, sound judgment, and the ability to balance service standards with business needs. Weekend availability is required.

Requirements

3–5 years of direct people-management experience.
3–5 years of customer service experience in a high-volume environment.
Strong communication, organization, and follow-through skills.
Ability to manage priorities and lead teams effectively.
High school diploma or equivalent required.
CPR, AED, and First Aid certification (required or ability to obtain).
Availability to work full-time hours, including at least one weekend day.

Responsibilities

Lead, coach, and develop Customer Experience Experts, Senior Customer Experience Experts, Shift Leads, and Deck Hosts.
Set and reinforce service standards, daily responsibilities, and performance expectations.
Oversee front-office operations to ensure alignment with company policies and procedures.
Support enrollment, retention, and revenue initiatives, including private lessons and package optimization.
Ensure a professional, customer-focused experience across all in-person and phone interactions.
Monitor staffing levels and recommend coverage adjustments as needed.
Oversee onboarding, training completion, and ongoing development of office staff.
Partner with Customer Relations and regional leadership on escalated concerns.
Maintain facility readiness, inventory oversight, and operational standards.
Address employee performance through coaching, feedback, and corrective action when necessary.