Executive Director of Operations

5 days ago

Springboro, Ohio, United States Aqua-Tots Development Full time
Job Description

Aqua-Tots Development is seeking a highly skilled and experienced Executive Director of Operations to lead and manage all school staff in upholding our Core Values and brand standards.

Key Responsibilities:

  • Customer Service and Sales:
    • Ensure all Front Desk and Aquatic staff adhere to our Core Values during all staff and customer interactions.
    • Maintain a high level of customer engagement and ensure overall customer satisfaction.
    • Educate customers in our 'Learn to Swim' program to sell the proper swim lessons to meet their needs.
    • Oversee Office Manager (OM) and Aquatic Manager (AM) in the management of class schedules.
    • Oversee Front Desk staff in the tracking and converting of all In-Water Evaluations.
    • Oversee AM in reviewing all scheduled and completed In-Water Evaluations.
    • Oversee OM and AM in responding to any customer service issues, instructor or curriculum related feedback received.
    • Oversee AM in the follow up with curriculum or instructor related student drops.
    • Oversee OM in the follow up with facility or scheduling related student drops.
    • Oversee AM in the management of student progression.
    • Oversee OM and AM to ensure all Aquatic and Front Desk Staff maintain our quality and consistency in providing excellent lessons, customer service, and school facilities.
    • Set sales goals, track and review all incoming and outgoing sales, and implement a sales goal incentive plan for all staff.
  • Human Resources:
    • Lead the AM and OM in staff management.
    • Lead the hiring, training, mentoring, assessing, and scheduling of all staff.
    • Oversee all documented staff disciplinary action.
    • Ensure all staff certifications are properly documented and current.
    • Manage own weekly schedule to accommodate the school needs.
    • Oversee schedules, attendance, and shift coverage for all staff.
    • Review and approve all submitted staff time sheets.
  • Staff Management:
    • Build a team environment and promote our culture among all staff.
    • Ensure all staff provides effective parent and child feedback, addresses concerns, and provides solutions.
    • Ensure AM and OM meet regularly with any underperforming staff.
    • Follow up on any action plans created from Deck Supervisor reports.
    • Ensure AM and OM are conducting Staff Meetings and In-Service Training.
    • Ensure AM is conducting Master Instructor Meetings and Deck Supervisor Meetings.
    • Provide guidelines for AM and OM to hold quarterly team building activities.
  • Facility Management:
    • Ensure the interior and exterior of the facility adhere to our brand standard in overall appearance.
    • Ensure the pool, pump room, and pool environment adhere to our brand standard in overall appearance, safety, and cleanliness.
    • Ensure overall school safety for staff and customers.
    • Review all incident reports and take appropriate action when necessary.
  • Financial/Accounting:
    • Build, manage, and adhere to the school budget.
    • Adhere to all required franchise accounting and reporting procedures.
    • Process and submit payroll to accountant.
  • Marketing:
    • Implement grassroots, local, and franchise level marketing campaigns.
    • Work with local marketing agencies to execute marketing strategies.

Requirements:

  • Aqua-Tots Water Safety Instructor (AT-WSI) Certification.
  • Aqua-Tots Front Desk Staff (AT-FDS) Certificate of Completion.
  • Certified Pool Operator (CPO) Certification.
  • CPR and First Aid Certifications.

Position Type/Expected Work Hours/Time Allocation:

  • Full-time, salaried position.
  • Days and hours vary based on school's need and season.
  • 40+ hours per week.
  • Minimum of 3 shifts per week at the Front Desk.
  • Minimum of 6 hours per week meeting with management, reviewing assessments, and observing aquatics to evaluate lesson quality and consistency.

Minimum Qualifications:

  • High School Graduate or GED equivalent, Bachelor's Degree preferred.
  • At least 18 years of age.
  • Valid Driver's License.
  • Open availability.
  • 2 years Management experience preferred.

Preferred Qualifications:

  • Operations experience (i.e., oversight of day-to-day operations, staffing, scheduling, goal-setting, financial, and budgetary responsibility).
  • Experience leading a team (i.e., developing, coaching, redirecting, and motivating).
  • Strong hospitality skills (i.e., role models effective customer service behaviors; engages with families to form relationships; observes and provides timely feedback; tracks customer service metrics; identifies underlying causes behind complaints and provides feedback and actions for improvement; provides a compelling vision of what customer service should look like within the school; and builds excitement within the team to gain their consensus).
  • Capable of developing others (i.e., role models performance standards and explains the rationale behind them; observes and provides timely feedback; asks questions to understand barriers; uses multiple approaches to facilitate understanding; checks for understanding; crafts development plans; sets performance expectations; and handles resistance to feedback effectively).
  • Influences by example (i.e., sets an appropriate and positive example; maintains a positive attitude even when times are challenging; self-identifies opportunities; and communicates change in a positive and compelling way).
  • Pays attention to detail (i.e., uses and maintains a process to monitor performance; identifies mistakes by carefully attending to subordinates; takes timely steps to correct mistakes; notifies others as appropriate; and takes steps to avoid similar problems in the future).
  • Team Building (i.e., motivates the team by effectively communicating goals, the rationale for those goals, and expresses confidence and enthusiasm in the team's abilities to meet and exceed goals; clarifies individual roles and responsibilities; effectively resolves conflict, understands its impact, and takes actions to avoid its cause; and measures progress and shares results celebrating success along the way).
  • Communicates Effectively (i.e., consistently speaks and writes clearly and uses appropriate language; expresses thoughts clearly, and responses are thorough and thoughtful).
  • Strong Social Skills (i.e., engaging eye contact, smiles, excellent posture and body language [e.g., leans forward nodding, appropriate hand gestures]; interacts in a professional manner and shows genuine interest; speaks with enthusiasm and excitement; speaks positively about others, and is responsive in a focused way).

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