Operations Manager
On-siteMcDonough, Georgia, United States
Job Summary
Oversee all aspects of swim school operations, including scheduling, staffing, customer service, and facility maintenance. Own instructor assignments, class creation, schedule optimization, and coverage for absences to ensure classes remain fully staffed. Implement operational policies, monitor key performance indicators, and analyze data to identify areas for improvement. Review Deck Supervisor shift reports daily, respond to calls and emails promptly, and exercise sound judgment in resolving operational exceptions before escalation. Develop marketing strategies to increase enrollment, manage customer relationships, and oversee sales and enrollment processes. Recruit, hire, train, and supervise staff; conduct performance reviews and coaching conversations. Serve as the primary point of escalation for customer concerns and ensure safety protocols are enforced. This role supports long-term growth initiatives and community engagement through local partnerships and referral programs.
Required Qualifications
- High school diploma or equivalent
- Associate's or Bachelor's degree in Business Administration, Sports Management, Recreation Management, Hospitality, or a related field
- Three (3) or more years of progressive leadership experience in aquatics, recreation, fitness, hospitality, childcare, retail, or another customer-focused service environment
- Strong business acumen, including financial management, marketing, and sales
- Excellent leadership, communication, interpersonal, and organizational skills
- Strong customer service orientation and the ability to build lasting relationships
- Ability to work independently and as part of a team
- Demonstrated ability to coach employees, make operational decisions, manage multiple priorities, and solve problems in a fast-paced environment
- Experience interpreting operational metrics and using data to improve business performance
- Proficiency with Microsoft Office and the ability to quickly learn business software applications
- Ability to stand and walk for extended periods
- Ability to occasionally lift and carry up to 30 pounds
- Ability to work in a warm, humid pool environment
- Ability to climb stairs and move throughout the facility
- Ability to visually monitor pool activities and respond quickly during emergencies
- Ability to communicate effectively with children, parents, employees, and vendors
- Must be available to work evenings and weekends as business needs require
Desired Qualifications
- Bachelor's degree in Business Administration, Sports Management, Recreation Management, or a related field
- Previous experience managing a swim school or aquatic facility
- Current CPR, First Aid, and AED certification
- Lifeguard certification
- Experience as a swim instructor
- Experience with swim lesson software and management systems
- Experience in budget development and management
- Experience with marketing and sales campaigns
- Experience leading scheduling, staffing, employee coaching, customer escalations, and operational planning within a service-based organization
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