Director of Operations

Overview

Director of Operations Jobs in Wellesley, MA at Tiburon Swim Academy

Job Title: Director of Operations, Tiburon Swim Academy

Reports To: Executive Leadership / General Manager

Position Summary:

The Director of Operations (DOO) is responsible for the strategic leadership and overall operational performance of Tiburon Swim Academy. This role involves overseeing the planning, implementation, and execution of all operational processes across the swim academy, ensuring that the highest standards of service, efficiency, and safety are maintained. The DOO will collaborate with the General Manager (GM) to drive business growth, optimize resources, and develop initiatives that enhance operational effectiveness. The position includes managing a team of managers, overseeing financial performance, and ensuring a smooth and consistent experience for staff, parents, and students.

Key Responsibilities:

Operational Leadership & Strategic Planning

• Oversee all operational functions of the swim academy, ensuring smooth and efficient operations across all departments and activities.
• Work closely with the GM to develop and implement strategic plans to meet organizational goals, optimize operations, and enhance the customer experience.
• Implement policies, procedures, and best practices to ensure consistent service delivery, safety, and compliance with industry regulations.
• Lead operational efficiency initiatives, optimizing workflow, staffing, and resources to improve overall performance and reduce costs.
• Develop, implement, and monitor key performance indicators (KPIs) for operations, adjusting strategies and resources as needed to meet targets.

Team Leadership & Staff Management

• Lead and develop a team of managers (including Operations Managers (OM), Deck Managers (DM), front desk, coaches, and lifeguards), ensuring alignment with company goals and operational standards.
• Provide mentorship, training, and professional development to ensure staff are equipped to perform their roles effectively.
• Oversee the recruitment, onboarding, and training processes for all operational staff, ensuring high-quality team members are selected and properly prepared for their roles.
• Conduct regular performance reviews, set goals, and ensure ongoing feedback and development for all team members.
• Foster a positive and collaborative work environment, driving staff engagement, retention, and productivity.

Financial Oversight & Resource Management

• Develop, manage, and track the swim academy’s operational budget, ensuring financial resources are allocated efficiently and aligned with organizational goals.
• Monitor operational spending, identify cost-saving opportunities, and work with the GM to maintain financial performance within budget.
• Oversee payroll, ensuring accurate and timely processing of employee wages and expenses.
• Ensure the effective use of resources, including equipment, supplies, and staffing, to maintain operational excellence while optimizing costs.

Quality Assurance & Customer Experience

• Ensure all operational activities meet or exceed customer expectations, consistently delivering high-quality service and support.
• Develop and implement strategies to enhance customer satisfaction, retention, and overall experience across all touchpoints (front desk, poolside, customer service).
• Work closely with the GM and OM to resolve customer complaints and operational issues, ensuring timely and effective solutions.
• Oversee the monitoring of customer feedback, tracking issues and trends, and implementing corrective actions where necessary.

Compliance & Risk Management

• Ensure compliance with all company policies, safety protocols, legal regulations, and industry standards.
• Oversee the implementation of safety practices and risk management policies, ensuring a safe environment for staff and students.
• Maintain up-to-date knowledge of industry regulations and trends, ensuring the academy is always operating in compliance with local, state, and federal laws.
• Collaborate with HR and other departments to ensure staff are properly trained on safety protocols, child protection policies, and emergency procedures.

Operational Reporting & Communication

• Develop and present operational reports to the GM and executive leadership, providing insights into performance, challenges, and opportunities for improvement.
• Maintain clear communication with all levels of staff, providing updates on strategic initiatives, goals, and operational changes.
• Collaborate with marketing, sales, and other departments to ensure operational alignment with organizational goals and member engagement strategies.

Qualifications:

• Experience: Minimum of 5-7 years in a senior operations or management role, preferably in a swim academy, aquatics, or customer service-focused industry.
• Education: Bachelor’s degree in Business Administration, Sports Management, or a related field (preferred).
• Skills:
• Proven leadership and management skills, with the ability to lead cross-functional teams and drive operational success.
• Strong financial management experience, including budgeting, resource allocation, and payroll.
• Excellent problem-solving and decision-making abilities.
• Exceptional communication skills, both verbal and written.
• Ability to develop and implement operational strategies and initiatives that improve efficiency and enhance customer experience.
• Solid understanding of risk management, safety protocols, and compliance.
• Ability to work effectively under pressure and manage multiple tasks simultaneously.
• Certifications: Current CPR, First Aid/AED, and relevant aquatics certifications (preferred).

Physical Requirements:

• Ability to perform office-based work and attend poolside activities as required.
• Comfortable working in hot, humid, or wet conditions for prolonged periods.

Work Schedule:

• Flexible availability, including evenings and weekends, based on Tiburon’s needs.
• Willingness to adjust schedules during peak periods or for special events.

Please note: These duties can change based on the changing needs of the department and organization.

Job Type: Full-time

Pay: $90,000.00 – $130,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Education:

• Bachelor’s (Required)

Experience:

• Operations management: 5 years (Required)

Work Location: In person

Title: Director of Operations

Company: Tiburon Swim Academy

Location: Wellesley, MA