Customer & Business Operations Manager

Supporting our Lexington (Ruccio Way) and Hamburg locations

Are you an experienced administrative or operations professional who enjoys solving problems, helping customers, and keeping a business running smoothly?

Are you someone who takes ownership, follows through, and doesn't need a manager creating your daily to-do list?

Aqua-Tots Swim Schools is seeking a highly organized, proactive Customer & Business Operations Manager to support our two Lexington-area swim schools.

This is a unique opportunity for an experienced professional who wants meaningful responsibility, a flexible hybrid schedule, and the satisfaction of helping a family-owned business thrive.

You'll report directly to our Director of Operations and independently manage key customer experience, account management, reporting, inventory, purchasing, and administrative functions across both locations.

Your work will allow our school leadership to spend more time developing employees, building culture, hiring great people, and growing our schools.

Aqua-Tots Swim Schools is an equal opportunity employer. We welcome qualified applicants of all backgrounds.

For questions and inquiries please contact our talent acquisition team at JoinThayersTots@aqua-tots.com

You'll play a meaningful role in helping families have a positive experience with Aqua-Tots and resolving concerns before they become lost customers.

Responsibilities include:

• Proactively contacting families who submit withdrawal notices to understand their concerns and identify opportunities to retain their enrollment.

• Helping families resolve billing, scheduling, membership, and service-related issues.

• Managing routine customer complaints and service-recovery opportunities.

• Making timely customer-service decisions within established company guidelines.

• Monitoring Listen360 customer feedback and online reviews.

• Identifying recurring concerns and opportunities to improve the customer experience.

• Coordinating with school leadership when additional information or intervention is needed.

• Maintaining ownership of customer issues through resolution, even when another team member becomes involved.

• Supporting recovery of unresolved customer opportunities and stalled leads when appropriate.

Our Front Desk teams maintain primary responsibility for new lead follow-up and enrollment. Your focus will be customer retention, recovery, and situations requiring additional attention.

• Manage failed-payment follow-up and outstanding account issues.

• Complete and maintain our Trouble Accounts Report.

• Identify and resolve billing, membership, and scheduling discrepancies.

• Administer 30-day withdrawal notices and associated customer communication.

• Maintain accurate customer records and document resolutions.

• Ensure account-related issues are addressed promptly and professionally.

• Pull information from our POS system and business dashboards.

• Maintain recurring tracking spreadsheets and operational reports.

• Prepare accurate information for school leadership.

• Participate in appropriate weekly Level 10 operational meetings.

• Track administrative projects and action items through completion.

• Assist our Director of Operations with administrative documentation and HR-related support.

• Identify opportunities to improve processes, organization, and efficiency across both locations.

You will own the inventory and routine purchasing processes for both schools.

This includes:

• Regularly assessing inventory and operating-supply needs at both locations.

• Maintaining appropriate stock levels for lesson supplies, customer merchandise, retail products, uniforms, break-room supplies, cleaning supplies, restroom supplies, and other school necessities.

• Managing purchases through approved vendors and company purchasing procedures.

• Completing local purchasing and pickup errands as needed.

• Ensuring supplies are received, organized, and appropriately stocked.

• Coordinating outside vendors and recurring services.

• Establishing and managing processes for laundering cleaning equipment and maintaining adequate clean replacement inventory.

• Identifying supply or equipment problems and developing reliable solutions.

School leadership will provide input on operational needs, but you will be responsible for ensuring routine purchasing and inventory processes are completed consistently.

This position is designed for an experienced professional who values flexibility while maintaining meaningful responsibility.

The regular schedule is 32 hours per week, with full-time benefits eligibility.

You'll typically spend one day each week supporting our Lexington school and one day supporting our Hamburg school.

Each onsite day will generally include approximately 4–5 hours in the school during active operating hours, along with any necessary purchasing, pickups, or other location-related errands.

Your onsite presence is intended to help you understand how each school operates, communicate with leadership, assess inventory and facility needs, and identify issues requiring attention.

The remainder of your work may generally be performed remotely.

We offer significant flexibility in organizing your schedule, but you must maintain reasonable weekday availability for customer communication, leadership collaboration, required meetings, and time-sensitive responsibilities.

You'll receive paid, hands-on training in our Front Desk processes, customer-account systems, and school operations, including Pike13.

This training will give you the knowledge needed to resolve customer issues, understand the enrollment process, and confidently navigate our business systems.

You may occasionally serve as an emergency Front Desk or operational resource when necessary.