General Manager - Swim School Operations

Aqua-Tots Swim School•Indianapolis, IN

9d•Onsite

About The Position

Aqua-Tots Swim School in North Indianapolis is hiring a General Manager to lead our school, develop our team, grow enrollment, and deliver an exceptional experience for the families we serve. This is a full-time leadership role that comes with real responsibility, meaningful work, direct access to ownership, and a level of flexibility that is hard to find in most service-based management roles. We are a family-owned, multi-location Aqua-Tots group with four schools across Indiana and Kentucky. At Aqua-Tots, we do more than teach swim lessons. We help kids gain confidence, support families, develop young leaders, and teach life-saving skills that make a real difference in our community.

Requirements

Proven leader who has successfully managed people before.
Experience matters more than education.
Must be able to lead people, train people, sell, retain customers, communicate clearly, and operate at ground level with the team.
Organized, confident, flexible, and highly communicative.
An active listener who likes kids and families.
Training and development focused.
Comfortable leading a team, setting expectations, and holding people accountable.
Comfortable with sales, customer retention, and direct customer conversations.
Able to have hard conversations in a professional and respectful way.
Energized by building people, systems, and culture.
Willing to be hands-on when the school needs it.

Nice To Haves

General Manager experience.
Assistant General Manager experience ready for the next step.
Strong Assistant Manager, Operations Manager, or Department Leader experience.
Experience in retail, hospitality, fitness, childcare, restaurant, recreation, education, or customer service leadership.
Swim school or aquatics leader from a strong-performing location.

Responsibilities

Serve as the primary leader of the North Indianapolis school.
Create a positive, professional, high-accountability team culture.
Lead, coach, train, and develop the Assistant General Manager, team leads, front desk staff, and school team.
Run weekly leadership meetings using our EOS Level 10 meeting structure.
Lead monthly in-service trainings to align the team on service standards, sales processes, customer experience, school priorities, and operational execution.
Build and develop the AGM as a future school leader and potential replacement-level leader.
Make sure the school is staffed, trained, and ready to deliver a great experience every day.
Own school-level revenue growth, enrollment, and customer retention.
Lead the front desk team in consistently following the sales process.
Coach the team on phone calls, tours, lead follow-up, trial conversions, and enrollment conversations.
Follow up on cold leads and make sure no strong opportunity is missed.
Support sales contests and incentive programs that drive performance.
Track key school metrics and use them to improve results.
Manage cancellation notices and withdrawal conversations early in the role, then train others to handle them effectively.
Proactively test new ideas to improve lead conversion, customer retention, and enrollment growth.
Build strong relationships with families and students.
Ensure every family receives clear, helpful, and timely communication.
Manage escalated customer concerns with professionalism and care.
Own the school’s Listen360 process and help improve the customer experience and NPS score.
Make sure families understand their child’s progress, next steps, and the value of staying enrolled.
Create a school environment where parents feel welcomed, supported, and confident in our team.
Lead recruiting, interviewing, hiring, onboarding, training, coaching, accountability, and performance management.
Identify staffing needs and execute a hiring strategy to support school growth.
Develop team leads and future leaders.
Ensure the right people are in the right seats.
Retain strong team members and address performance issues quickly and professionally.
Create a culture where staff feel supported, challenged, and proud of the work they do.
Manage daily school operations with a focus on efficiency, cleanliness, safety, revenue growth, and customer retention.
Maintain a clean, organized, safe, and professional facility.
Manage labor within provided guidelines.
Partner with ownership on budget, expenses, vendor needs, repairs, and operational priorities.
Ensure the school has the supplies, retail products, chemicals, and tools needed to operate successfully.
Support facility needs, vendor communication, and operational problem-solving.
Become Water Safety Instructor certified as part of onboarding so you understand the business and can support coverage when needed.
Spend time leading the front desk and customer experience, coaching sales conversations, supporting enrollment follow-up, training and developing team members, supporting the AGM and aquatic team, solving customer concerns, reviewing staffing and labor needs, walking the facility, leading meetings and in-services, and working with ownership on school performance and priorities.
Occasionally cover shifts when needed.