Customer Experience Manager

Full-Time Customer Experience Manager

We're hiring for a full-time Customer Experience Manager! Waterworks Aquatics is a premier swim school with 39 locations across California and Denver. We teach children ages 3 months through adult how to swim. Our mission is to educate and motivate individuals to be safer and learn proper swimming techniques.

Summary of Position : As a Customer Experience Manager, you will oversee office operations, ensuring efficient and high-quality customer service. You'll ensure Waterworks aligns with its customer service vision by providing accurate information, fostering engagement, creating a memorable customer experience, and maintaining a productive office environment. You will also be responsible for driving the overall growth and success of your center.

Primary Responsibilities :

• Directly oversee a staff of 7 or less
• Ensure yourself and the staff are providing a warm and engaging environment for all families
• Provides constant feedback and development to Customer Experience Experts, Senior Customer Experience Experts, and Shift Leads.
• Ensures teams have clear responsibilities, specific duties, and projects assigned daily.
• Oversees proper execution of growth and retention tactics by team members.
• Ensures office flow / operations are in line with Waterworks standards at all times
• Keeps team members on task with the primary objective of helping families in person and on the phone.
• Manages current staffing levels to ensure the office is optimally staffed at all times and suggests areas where we can cut hours to keep expenses down when possible.
• Helps boost morale around the workplace and acts as a positive role model for others.
• Ensures team members complete continual training assignments on time and with a 100% pass rate.
• Oversees the onboarding process of new office team members and ensures training program is properly being executed with each trainee.
• Ensures weekly company meeting messages / objectives are effectively communicated to the team and are being executed each week.

General Qualifications :

Join our team! Here's why :

Compensation : $30.00 - $32.00 per hour

Our Mission

We're looking for team members who are passionate about making a difference in children's lives through swimming. Our mission is to educate and motivate individuals to be safer and learn proper swimming technique.

Our Culture

Our goal has always been to have more fun at work than at home. We like to bring on people that like to have fun and share common interests with those around them. The "real you" is what we're looking for. Your personality traits and talents are what help us to connect with our families. You will not feel like you're punching the clock with this job.