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SalaryThe primaryAbout Us:
At SwimLabs and SafeSplash Swim School, we are passionate about creating confident and safe swimmers while providing a foundation for a lifetime love of water. With nine renowned swim schools across the USA, we are dedicated to delivering the highest quality swim lessons through our unique SafeSplash curriculum.
Position Overview:
We are seeking a dedicated and experienced Customer Experience and Quality Assurance Senior Manager to lead our Quality Assurance efforts and ensure impeccable Customer Experience across all our locations. This individual will be the guardian of our quality standards, as laid out in the franchisor's Quality Assurance manual, and will be instrumental in upholding our reputation for safety, quality, and exceptional service.
Key Responsibilities:
Quality Assurance and Compliance:
- Ensure all swim schools adhere to the franchisor's Quality Assurance manual.
- Implement and oversee Net Promoter Score (NPS) procedures, analyze feedback, and recommend improvements.
- Handle customer concerns, especially from dissatisfied customers, ensuring a resolution that enhances their overall experience.
- Ensure staff training and onboarding processes are thorough, consistent, and aligned with our SafeSplash curriculum.
Operations and Safety:
- Oversee daily operations, ensuring they run smoothly and efficiently.
- Ensure all health and safety protocols are followed rigorously across all schools.
- Be willing to learn and step in as a backup swim instructor when necessary.
Team Management and Leadership:
- Lead, coach, and manage teams across all locations, ensuring consistent service quality.
- Drive accountability and set high performance standards, ensuring teams meet and exceed these standards.
Marketing and Branding:
- Manage our social media branding pages across platforms.
- Create engaging post content that aligns with our brand values and promotes our services.
- Develop and implement marketing strategies to enhance our brand presence and attract new customers.
Administrative and Technical Duties:
- Oversee the front desk operations, ensuring an organized and welcoming environment for all visitors.
- Utilize Excel for data analysis, reporting, and tracking.
- Type documents, emails, and other content at a speed of 65+ words per minute.
Qualifications:
- Bachelor's degree or equivalent experience.
- Proven experience in Customer Experience, Quality Assurance, or a related field.
- Exceptional organizational and multitasking skills.
- Strong leadership abilities with a track record of managing teams.
- Advanced proficiency in Excel and comfort with various tech platforms.
- Excellent written and verbal communication skills.
- Must be willing to undergo swim instructor training.
- Experience in managing social media accounts and content creation.
- Ability to uphold and enforce the highest standards of safety and quality.
Job Location and Hours:
- The primary work location is in our Elmsford, NY location
- Working both weekend days is required
- Must have a car, be able to work at our Westchester and Bronx locations, and be willing to travel to our Southern California locations in San Diego and Los Angeles.
Note: SwimLabs Westchester is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Benefits:
- Employee discount
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends only
Application Question(s):
- Tell me about a time when you had to deal with an irate customer who had a negative experience. How did you handle it, and what was the outcome?
- Imagine a scenario where a parent is dissatisfied with the progress their child is making in the swim class. How would you approach this situation?
- Given a dataset of customer feedback and NPS scores from the last year, how would you analyze it in Excel to extract actionable insights?
Work Location: Hybrid remote in Elmsford, NY 10523
