Regional Customer Experience Manager

Waterworks Aquatics Inc•San Jose, CA

13h•$90,000 - $100,000•Onsite

About The Position

The Regional 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 at a regional level by serving as a hands-on support partner to instructors at our satellite locations. 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

High school diploma or equivalent required.
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 across multiple locations.
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 Hosts.
Set and reinforce service standards, daily responsibilities, and performance expectations across locations.
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 support satellite locations in maintaining proper coverage and attendance standards.
Serve as a key support partner for instructors teaching at satellite locations by checking in regularly, addressing team members' concerns, and ensuring instructors feel supported, connected, and heard.
Provide an additional layer of communication and engagement for instructors at satellite locations who may not have daily in-person leadership presence.
Oversee onboarding, training completion, and ongoing development of office staff.
Partner with Customer Relations and seniorleadership on escalated concerns.
Maintain facility readiness, inventory oversight, and operational standards in collaboration with Operations team.
Address employee performance through coaching, feedback, and corrective action when necessary.
Hold locations accountable for team professionalism, reliability, and adherence to Waterworks customer experience standards.