Operations Director
SwimLabs
About Us
SwimLabs Littleton is a premier swim school dedicated to helping swimmers of all ages and abilities become safer, stronger, and more confident in the water. We pride ourselves on exceptional customer service, high-quality instruction, and creating a positive, team-oriented culture for both our families and employees.
Position Summary
SwimLabs Littleton is seeking an organized, motivated, and people-focused Operations Director to oversee the day-to-day operations of our swim school. This role is responsible for ensuring exceptional customer service, supporting and developing staff, managing schedules and enrollment, and maintaining efficient business operations.
The ideal candidate is a strong leader who enjoys developing people, solving problems, improving processes, and creating an outstanding experience for both customers and employees.
Key Responsibilities
- Lead the daily operations of SwimLabs Littleton.
- Supervise, coach, and develop a team of approximately 10–15 instructors and front desk staff.
- Recruit, hire, onboard, train, and mentor employees.
- Create and manage employee schedules while maintaining appropriate staffing levels.
- Review payroll and ensure accurate timekeeping.
- Foster a positive, accountable, and high-performing team culture.
- Deliver exceptional customer service and professionally resolve customer concerns.
- Oversee class scheduling, enrollment, instructor assignments, and customer accounts.
- Monitor key business metrics including enrollment, retention, labor costs, and customer satisfaction.
- Manage monthly billing, account maintenance, and payment processing.
- Ensure compliance with safety standards, policies, and operational procedures.
- Coordinate seasonal programs, camps, swim team, clinics, and special events.
- Partner with ownership to achieve business goals and improve operational efficiency.
- Identify opportunities to improve systems, processes, and the overall customer experience.
- Oversee facility operations and coordinate maintenance and equipment needs.
- Support marketing initiatives and community outreach to drive enrollment growth.
Qualifications
- 3–5+ years of leadership or operations management experience.
- Proven experience leading, coaching, and developing a team.
- Strong organizational, communication, and problem-solving skills.
- Excellent customer service and conflict resolution abilities.
- Ability to prioritize multiple responsibilities in a fast-paced environment.
- Experience with scheduling, payroll, budgeting, and business software preferred.
- Strong attention to detail and follow-through.
- Passion for leadership, customer service, and creating a positive workplace culture.
Preferred Qualifications
- Experience in youth programs, recreation, education, fitness, hospitality, or aquatics.
- Experience managing customer memberships or recurring billing.
- Bachelor's degree is preferred but not required.
What Success Looks Like
- High employee engagement and retention.
- Exceptional customer satisfaction.
- Strong enrollment and swimmer retention.
- Efficient staffing and labor management.
- Well-organized daily operations with minimal oversight.
- A positive, collaborative team culture.
Compensation & Benefits
- Salary: $55,000 - $65,000 annually, based on experience.
- Performance bonus opportunities.
- Paid time off.
- Professional development opportunities.
- Employee discounts and complimentary family swim lessons (where applicable).
- Opportunity to make a meaningful impact within a growing, family-focused business.
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Employee discount
- Flexible schedule
- Paid time off
Work Location: In person
