Client Operations Manager

GAINING TRACTION ON OUR VISIONS

Little Kickers Swim School is part of the Active Enterprises family, which includes Kickin’ It Kids Gym. A swim school founded by two sisters, Yael and Daphna! As Denver natives, they built this business with the desire that every child in the area would have access to high-quality swim instruction and develop a life-long love of the water.

We are proud to have two amazing businesses as part of our Active Enterprises family: Kickin' It Kids Gym, an indoor playground and gym; and Little Kickers, a swim school devoted to the highest quality of instruction. Our passion is helping raise active children and our niche is teaching life skills and bringing the community together in a safe, unparalleled environment. The foundations of our enterprise were laid by two sisters and Denver natives, Yael and Daphna. Their vision was to ensure that every child in the area would have access to superior swim instruction and cultivate a lifelong passion for the water. Mark's contribution to Kickin' It Kids Gym further enriches this vision, providing a vibrant and dynamic space for children to engage in physical activities and playful learning.

CLIENT OPERATIONS MANAGER FOR LITTLE KICKERS SWIM SCHOOL

As the Client Operations Manager at Little Kickers Swim School, a subsidiary of Active Enterprises, you will be the driving force behind exceptional client experiences. Your role is vital in overseeing operational excellence, and ensuring our core values are embedded in every interaction.

RESPONSIBILITIES

Client Experience Excellence:

Full Client Lifecycle Execution: help design and execute all aspects of the client experience from initial engagement to final departure, ensuring exceptional service quality, client satisfaction, and adherence to best practices throughout each phase of the client journey.

Front-of-House Mastery: Lead daily front-of-house operations, proactively addressing client inquiries, requests, and concerns to create a seamless experience.

Cross-functional Collaboration: Collaborate closely with cross-functional teams to align on client needs, projects, and strategic direction.

Industry Expertise: Stay at the forefront of swim school industry best practices for client retention and acquisition, identifying processes and systems enhancements.

Daily Schedule Management: act as the on-call manager for client relations and daily schedule management, leading front-of-house operations with a focus on rapid response to instructor daily schedule changes, inquiries, and effective coordination with cross-functional teams to uphold industry-leading practices in client service.

Registration Management:

Project Oversight: Ensure project timelines are adhered to and allocate resources as needed to deliver outstanding results.

Collaborate closely with the Little Kickers leadership team to strategically manage and coordinate enrollments and session scheduling.

Track and maintain high levels of daily drop-in lessons.

Oversee the Registration Coordinator and Billing Coordinator to ensure a coordinated effort of communication with families, updates in the registration software, and sending of daily enrollments and withdrawals.

Process Optimization:

Client Journey Enhancement: Identify opportunities for improvement in marketing touchpoints, scheduling, registration, and customer service.

SOP Process: Maintain and help develop comprehensive standard operating procedures and workflows for client-facing processes.

Training Leadership: Provide comprehensive training to the client experience team on new and updated processes and procedures with assistance from AE leadership.

KPI Management: Continuously monitor and report on metrics, including enrollments, registration, withdrawals, etc., and help identify root causes of issues.

Personnel Development:

Talent Acquisition: Actively participate in the hiring and onboarding processes for the Client Operations team.

Schedule Management: Collaborate with the Little Kickers’ General Manager to create and manage the Client Operations team schedule.

Training Champion: Develop and deliver initial and ongoing training for the Client Operations team.

Performance Management: Conduct regular 1:1 meetings with direct reports, document coaching conversations, and perform annual performance evaluations.

Mentorship and Leadership: Act as a mentor to the team, offering guidance and holding them accountable in their managerial development.

REQUIREMENTS:

Proven experience in process documentation and writing.

Proficiency in project management tools, ideally including Monday.com, and expertise in Google Suite.

Exceptional communication and interpersonal skills.

Preferred: Previous experience in swim school operations or related customer-facing roles.

Self-starter with lots of initiative.

DETAILS

Salary range: $55,000 - $65,000

This is a full-time salary position

The majority of hours will need to be on-premise

BENEFITS

Employee discounts/swim lessons

Health, Dental, and Vision Insurance

Gym Membership Reimbursement

Paid Time Off

401K

Fun team atmosphere

Birthday and Anniversary Gifts

CORE VALUES

Amplify Positivity

Honor Commitments

Go Above and Beyond

Champion the Business

Be Kindly Authentic

WE LOVE OUR LITTLE KICKERS TEAM!

We have a fun and rewarding work environment with a great atmosphere for someone who loves working with kids and being around water! We provide swim instruction to our community that builds confidence and develops safety skills in a student-centered environment. We are committed to training our staff to teach swim lessons, giving them the tools they need to be successful. This is a diverse, inclusive, and supportive workplace.

Member schools are independently owned and operated. Your application will go directly to the member school, and all hiring decisions will be made by the management of this school. All inquiries about employment at these schools should be made directly to the school location, and not to US Swim School Association.