Customer & Business Operations Manager

Aqua-Tots Swim Schools – Lexington, KY
Full-Time | 32 Hours/Week | Hybrid | $21–$23/Hour
Supporting our Lexington (Ruccio Way) and Hamburg locations
Meaningful Responsibility. Real Flexibility. A Job That Makes a Difference.
Are you an experienced administrative or operations professional who enjoys solving problems, helping customers, and keeping a business running smoothly?
Are you someone who takes ownership, follows through, and doesn't need a manager creating your daily to-do list?
Aqua-Tots Swim Schools is seeking a highly organized, proactive Customer & Business Operations Manager to support our two Lexington-area swim schools.
This is a unique opportunity for an experienced professional who wants meaningful responsibility, a flexible hybrid schedule, and the satisfaction of helping a family-owned business thrive.
You'll report directly to our Director of Operations and independently manage key customer experience, account management, reporting, inventory, purchasing, and administrative functions across both locations.
Your work will allow our school leadership to spend more time developing employees, building culture, hiring great people, and growing our schools.
Our philosophy is simple: You don't just identify problems—you own them through resolution.
What You'll Own
Customer Experience & Retention
You'll play a meaningful role in helping families have a positive experience with Aqua-Tots and resolving concerns before they become lost customers.
Responsibilities include:
Proactively contacting families who submit withdrawal notices to understand their concerns and identify opportunities to retain their enrollment
Helping families resolve billing, scheduling, membership, and service-related issues
Managing routine customer complaints and service-recovery opportunities
Making timely customer-service decisions within established company guidelines
Monitoring Listen360 customer feedback and online reviews
Identifying recurring concerns and opportunities to improve the customer experience
Coordinating with school leadership when additional information or intervention is needed
Maintaining ownership of customer issues through resolution, even when another team member becomes involved
Supporting recovery of unresolved customer opportunities and stalled leads when appropriate
Our Front Desk teams maintain primary responsibility for new lead follow-up and enrollment. Your focus will be customer retention, recovery, and situations requiring additional attention.
Billing & Account Management
Manage failed-payment follow-up and outstanding account issues
Complete and maintain our Trouble Accounts Report
Identify and resolve billing, membership, and scheduling discrepancies
Administer 30-day withdrawal notices and associated customer communication
Maintain accurate customer records and document resolutions
Ensure account-related issues are addressed promptly and professionally
Reporting & Business Administration
Pull information from our POS system and business dashboards
Maintain recurring tracking spreadsheets and operational reports
Prepare accurate information for school leadership
Participate in appropriate weekly Level 10 operational meetings
Track administrative projects and action items through completion
Assist our Director of Operations with administrative documentation and HR-related support
Identify opportunities to improve processes, organization, and efficiency across both locations
Inventory, Purchasing & Vendor Management
You will own the inventory and routine purchasing processes for both schools.
This includes:
Regularly assessing inventory and operating-supply needs at both locations
Maintaining appropriate stock levels for lesson supplies, customer merchandise, retail products, uniforms, break-room supplies, cleaning supplies, restroom supplies, and other school necessities
Managing purchases through approved vendors and company purchasing procedures
Completing local purchasing and pickup errands as needed
Ensuring supplies are received, organized, and appropriately stocked
Coordinating outside vendors and recurring services
Establishing and managing processes for laundering cleaning equipment and maintaining adequate clean replacement inventory
Identifying supply or equipment problems and developing reliable solutions
School leadership will provide input on operational needs, but you will be responsible for ensuring routine purchasing and inventory processes are completed consistently.
A Flexible Hybrid Work Environment
This position is designed for an experienced professional who values flexibility while maintaining meaningful responsibility.
The regular schedule is 32 hours per week, with full-time benefits eligibility.
You'll typically spend one day each week supporting our Lexington school and one day supporting our Hamburg school.
Each onsite day will generally include approximately 4–5 hours in the school during active operating hours, along with any necessary purchasing, pickups, or other location-related errands.
Your onsite presence is intended to help you understand how each school operates, communicate with leadership, assess inventory and facility needs, and identify issues requiring attention.
The remainder of your work may generally be performed remotely.
We offer significant flexibility in organizing your schedule, but you must maintain reasonable weekday availability for customer communication, leadership collaboration, required meetings, and time-sensitive responsibilities.
We value results, responsiveness, accuracy, and follow-through—not simply time spent sitting at a desk.
Operational Training & Support
You'll receive paid, hands-on training in our Front Desk processes, customer-account systems, and school operations, including Pike13.
This training will give you the knowledge needed to resolve customer issues, understand the enrollment process, and confidently navigate our business systems.
You may occasionally serve as an emergency Front Desk or operational resource when necessary.
This is not a regularly scheduled Front Desk position. Your primary responsibility is managing customer and business operations across both schools.
Training will be completed locally with our experienced leadership team.
Who We're Looking For
We're looking for someone who has already demonstrated the ability to manage important administrative responsibilities independently.
You may be a strong fit if you:
Have previous experience in office management, business operations, practice management, executive administration, or a similar professional role
Are exceptionally organized and detail-oriented
Take initiative without needing constant supervision
Have successfully managed responsibilities independently or in a remote/hybrid environment
Communicate confidently and professionally with customers by phone, email, and in person
Can navigate difficult customer conversations with empathy, sound judgment, and a solutions-oriented approach
Are comfortable using spreadsheets, reports, dashboards, and business software
Know how to prioritize multiple responsibilities across different locations
Follow through until problems and projects are actually resolved
Are comfortable handling confidential customer and employee information
Enjoy building systems, identifying opportunities for improvement, and creating consistency
Previous experience in healthcare, childcare, education, hospitality, fitness, retail, professional services, or other customer-focused businesses may translate particularly well.
We also welcome experienced professionals returning to the workforce who want meaningful responsibility with a more flexible schedule.
Qualifications
At least 3 years of relevant professional administrative, operations, office-management, or customer-service experience preferred
Previous experience independently managing recurring business processes strongly preferred
Proficiency with Microsoft Office, particularly Excel, Outlook, and Word
Strong written and verbal communication skills
Experience with billing, customer-account management, reporting, inventory, or purchasing preferred
Ability to learn new business software quickly
Demonstrated reliability, organization, and ability to work independently
Valid driver's license and reliable transportation for travel between locations and local vendors
Ability to occasionally lift and carry approximately 25–30 pounds
Ability to attend occasional regional leadership meetings, typically quarterly
A college degree is not required. Relevant professional experience, sound judgment, and demonstrated ability are more important to us.
Compensation & Benefits
We believe meaningful professional work should come with meaningful flexibility and benefits.
$21–$23/hour, depending on experience
Full-time position with a regular 32-hour workweek
Flexible hybrid schedule
Health insurance eligibility following a 30-day waiting perio

Work arrangement
Yes