Hub Manager

Hayward Industries•Irvine, CA

45d•Onsite

About The Position

Hayward Holdings Inc. (NYSE "HAYW") is the largest manufacturer of residential swimming pool equipment in the world, with a significant presence in the commercial pool market that is continuously growing. Hayward designs, manufactures, and markets a full line of residential and commercial pool and spa equipment including pumps, filters, heating, cleaners, salt chlorinators, automation, lighting, safety, flow control, and energy solutions at our company-owned facilities. Headquartered in Charlotte, North Carolina, Hayward also has facilities in Tennessee, Arizona, and Rhode Island as well as Canada, Spain, France, Australia, and China. This role is based in Irvine, CA, HUB facility, which provides customers in the extended market area with hands-on training, quick-access parts supply, and other types of support. This position is responsible for driving a market-leading customer experience by managing HUB operations, as follows: Develop and execute a plan to provide customers and employees in the extended market area with training to drive proficiency in selling, installing, programming, troubleshooting, and repairing Hayward products. Develop and execute a plan to stock, manage, and fulfill a local supply of key parts. Develop and execute a local service call dispatch function for key builders/dealers. Develop and execute additional programs to support the local Sales and Tech Service teams as required to drive business growth and customer acquisition. Manage and direct the activities of the HUB Support Specialists, which report directly to this position.

Requirements

Required 3+ years of experience in a customer/technical support or training role within the pool industry.
Strong communication skills, with a customer-focused approach to business.
Organized, with the ability to plan, prioritize, and work on multiple concurrent tasks.
Resourceful, with strong attention to detail and good problem-solving skills.
Strong computer skills, with proficiency in MS Office and other system tools.
Must be able to lift 60 lbs
Must be able to use power tools such as a drill
Will have to report to the HUB Monday-Friday

Nice To Haves

Preferred experience leading large-group training events.
Experience with CRM (such as Salesforce) and ERP (such as D365) platforms is preferred.

Responsibilities

Design and execute the training strategy for Hayward customers and employees in the extended market area.
Collaborate with the local Hayward team to identify training needs.
Develop a comprehensive training plan (course offerings, calendar of events, etc.).
Create training content, materials, and courses (video, digital, and printed).
Plan and execute training events (classroom, in-field, hands-on, large group, small group, industry events, webinars).
Manage administrative tasks associated with events (registration, food, supplies, giveaways, etc.).
When needed, coordinate with other Hayward staff to assist with event setup, facilitation, and administration.
Regularly collaborate with Regional Training Managers and HUB Operations Managers across markets to develop content and share best practices.
Stock, manage, and fulfill a local supply of parts needed for repairs.
Work with the local Hayward team and corporate contacts to determine SKUs and quantities for HUB inventory.
Regularly review and update:
Stocking plans to identify changes (increases, reductions, new product additions, etc.).
In-stock positions, replenishing as needed.
Ensure timely fulfillment of parts ordered through the HUB—via shipment or local pickup.
Execute additional support functions, including but not limited to:
Manage the Mobile Technology Vehicle (MTV):
Oversee MTV scheduling for the local market.
Ensure regular maintenance and upkeep (inspections, oil changes, cleaning, registration, etc.).
Keep MTV displays current with the latest products relevant to the market.
Collaborate with local Hayward teams to execute proactive customer outreach efforts, such as:
Announcing upcoming HUB events.
Promoting training sessions and opportunities.
Communicating new products and promotions.
Reconnecting with low-volume customers to understand needs and offer support.
Support the local District Technical Manager (DTM) team by establishing a process to receive and place their orders for warranty and no-charge shipments.