Operations Supervisor

About SwimQwik Swim School

Since our inception, SwimQwik Swim School in Issaquah has helped thousands of kids and adults become water-safe and learn to swim. We utilize a unique teaching progression and shallow, warm-water, endless pools to help students move from beginning stages of swimming all the way through the learning and mastering of the 4 swimming strokes: Freestyle, Breaststroke, Backstroke, and Butterfly.

In addition to our learn-to-swim program, SwimQwik has helped to improve the personal-best times of hundreds of competitive, triathlete, and open-water swimmers by utilizing latest sequential-iterative training techniques in combination with real-time, underwater video capture technology.

Check us out at:

http://SwimQwik.com

https://vimeo.com/147640402

http://www.geekwire.com/2015/this-hi-tech-facility-teaches-you-how-to-swim-with-underwater-cameras-mirrors-water-blasters/

Position Purpose

The Operations Manager will work closely with the General Manager (GM) and will focus most on the SwimQwik customer services of teaching swimming technique to learn to swim, competitive, triathlete, and other related activities in the pools, and there will be responsibilities to the supporting business development functions that drive that business.

The goals of the position would be to be primarily program and customer development of our swim instruction offerings through supervision of staff and customer service processes. The other involvement (which would be our initial focus) would be business analysis in enhancing the business plan towards the changing community needs.

The following is a % of time to represent what would be an ongoing level of involvement in the business over time.

Swim Instruction Program (50%)

• Oversight and supervision of the learn-to-swim to competitive lessons of the swim program with consideration to a full range of the customer base. The expectation is that most of this time would be for ensuring high lesson quality.
• Development of a curriculum and training new instructors on techniques for all segments – learn to swim, competitive, triathlete and other related pool activities (eg. Rehab)
• Collaborating and, in the end, being primarily responsible for recruitment, development, and ongoing staffing adjustments of the instructors for all segments of our offerings.

Customer Operations (25%):

· Collaborating with the GM in developing a customer service model standardized across all the staff

· Collaborating with the GM in overseeing the relationships with customers to ensure that customers have an outstanding experience with us including mentoring and training staff towards this objective.

· Become the expert in our client management, scheduling, class skill tracking platforms and ensure that staff is following procedures within platforms for consistent and high-quality interaction with management and customers.

· Collaborating with the GM in developing and implementing a plan to enrich the customers experience in relationships with parents encouraging ongoing interactions for process and offering improvements. This should include enhancing the process of promoting of students from classes as they progress.

Business Development (25%):

• Collaborating with the GM in participating in business development opportunities through market analysis, current resource/curriculum assessment, and facility audit to determine the opportunities to meet customer needs.
• Collaborating with the GM to assess and upgrade the facility to meet changing needs of staff and customers for high satisfaction within business. This can include waiting room remodeling for customer use, back room remodeling for staff comfort/utility, retail presentation/items for improved transactions, and pool area upgrades for instructor/student effectiveness.
• Collaborating with the GM to develop/execute core business offerings along with other vertical business opportunities organically within SwimQwik and with other groups/businesses/companies. Examples would be to develop a plan to work with daycare schools to bring their kids in for lessons, growing the morning program offerings for pre-schoolers/home schooled children, and working with Open water/Triathlete/competitive swim groups.
• Collaborating with the GM in developing seasonal offerings to maximize resource utilization year-round to provide livable wages to our staff. An example is to determine introductory offerings to incentivize promotion to into our higher value program offerings to level out the onboarding of new customers throughout the year.

Overall Business Activities:

The General Manager will be working with you to determine what is the optimal schedule for the business. The intent would be to try to keep the work times consistent week-to-week but may change due to the business needs and schedules.

We’d like to insure we have a standing weekly meeting for status reporting, brainstorming, and agreement on next steps. We anticipate we will have significant meet time upfront and then ongoing check-ins as plans become clear towards implementation. All schedules will be agreed upon upfront

Skills

Telephone Skills, Verbal Communication, Written Communication, Microsoft Office Skills, Listening, Professionalism, Customer Focus, Organization, Informing Others, Handles Pressure, Customer Service, Supply Management, General Office Experience, Scheduling, Typing, Documentation Skills, Dependability, Attention to Detail.

Disclaimer

SwimQwik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SwimLabs complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

SwimQwik expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SwimQwik’s employees to perform their job duties may result in discipline up to and including discharge.

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Detail-oriented -- would rather focus on the details of work than the bigger picture
• Achievement-oriented -- enjoys taking on challenges, even if they might fail
• Autonomous/Independent -- enjoys working with little direction
• High stress tolerance -- thrives in a high-pressure environment

Job Type: Full-time

Pay: $50,000.00 - $75,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Night shift
• Weekends as needed

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service: 10 years (Preferred)
• Supervisor: 10 years (Preferred)
• Swim Instruction: 5 years (Required)

License/Certification:

• Lifeguard Training (Preferred)

Location:

• Issaquah, WA (Preferred)

Shift availability:

• Night Shift (Required)
• Day Shift (Preferred)

Ability to Commute:

• Issaquah, WA (Required)

Work Location: In person

Salary : $50,000 - $75,000