Customer Experience Manager

The 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.

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.

Waterworks Aquatics is a premier swim school teaching children (ages 3 months and up) and adults how to swim. Our mission is to educate and motivate individuals to be safer and learn proper swimming technique. Every role in our organization supports that mission through professionalism, consistency, and care.

• Lead, coach, and develop Customer Experience Experts, Senior Customer Experience Experts, Shift Leads, and Deck Hosts.
• Set and reinforce service standards, daily responsibilities, and performance expectations.
• 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 recommend coverage adjustments as needed.
• Oversee onboarding, training completion, and ongoing development of office staff.
• Partner with Customer Relations and regional leadership on escalated concerns.
• Maintain facility readiness, inventory oversight, and operational standards.
• Address employee performance through coaching, feedback, and corrective action when necessary.

• Passion — you care deeply about the experience families and team members have.
• Adaptability — you adjust priorities and leadership approach as needs evolve.
• Self-Responsibility — you take ownership of outcomes, decisions, and performance.
• Approachability — you communicate clearly and foster trust through accessibility and professionalism.
• Integrity — you do what’s right, even when navigating complex or sensitive situations.

• 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.
• High school diploma or equivalent required.
• CPR, AED, and First Aid certification (required or ability to obtain).
• Availability to work full-time hours, including at least one weekend day.