Aquatics Manager

At Making Waves Swim School, we believe swimming changes lives. We’re looking for a strong operational leader who is passionate about people, service, and creating an exceptional experience for families and teams alike. This is not a behind-the-scenes management role. As a Facility Manager, you’ll be in the action every day > leading from the deck, coaching your team, supporting families, solving problems in real time, and driving operational excellence across the entire facility. You’ll oversee a high-volume swim school operation while building a positive culture, delivering strong business results, and ensuring every swimmer and family experiences the care, consistency, and quality that define the Making Waves brand. **Why Join Making Waves?** - Lead a growing, high-energy operation with real impact - Build and develop strong teams and future leaders - Be part of a people-first culture focused on growth and continuous improvement - Help thousands of children build confidence and life-saving skills - Work in a fast-paced environment where no two days are the same **What You’ll Be Responsible For** **Lead Facility Operations** - Oversee the day-to-day operation of a high-volume swim facility - Manage staffing, scheduling, coverage, and operational execution - Lead Supervisors, Customer Service Representatives, Head Coaches, and Coaches - Ensure strong service standards, smooth program delivery, and operational consistency **Drive Business Performance** - Support enrollment growth and help close registration gaps - Monitor retention and support re-registration efforts - Contribute to budgeting, forecasting, and operational targets - Optimize program inventory, waitlists, and capacity management **Build and Develop a Strong Team** - Recruit, coach, train, and develop staff leaders - Foster a positive, engaging, and accountable culture - Provide ongoing performance feedback and support - Address staffing challenges with urgency and professionalism **Deliver an Exceptional Customer Experience** - Act as a visible and approachable leader for families - Resolve escalated customer concerns with empathy and professionalism - Support strong client relationships that drive loyalty and referrals - Build community relationships with schools and local organizations **Ensure Safety, Quality & Compliance** - Maintain high standards for lesson quality and safety - Ensure compliance with company policies and operational regulations - Oversee facility readiness, maintenance coordination, and risk management - Conduct lesson observations and operational audits **Lead Continuous Improvement** - Identify opportunities to improve systems, efficiency, and customer experience - Use reporting and operational insights to drive decisions - Solve problems proactively and support business-wide consistency **What We’re Looking For** - 3–5 years of leadership experience in a large facility or service-based operation - Experience leading teams in fast-paced, customer-focused environments - Strong operational, scheduling, and organizational skills - Ability to manage competing priorities with confidence and professionalism - Strong communication and relationship-building skills - Comfortable using CRM systems, task management tools, and Google Workspace - Post-secondary education in a related field is considered an asset **Aquatics experience is an asset, including:** - National Lifeguard - Lifesaving Instructor - Standard First Aid with CPR-C - Instructor Trainer certifications **Certifications that may be completed on the job:** - WHMIS - Certified Pool Operator - Ministry of Labour JHSC Certification **Leadership Traits We Value** We’re looking for someone who is: - Hands-on and people-focused - Calm under pressure - Accountable and solutions-oriented - Highly organized and operationally strong - Passionate about service excellence - Collaborative, positive, and growth-minded **Schedule & Environment** - Full-time leadership position - Requires flexibility, including evenings and weekends - Active, on-site leadership presence required - Fast-paced environment with high team and customer interaction **Reports To:** Director of Operations If you’re the type of leader who loves building teams, improving operations, and creating memorable experiences for families, we’d love to hear from you!