Customer & Business Operations Manager – Lexington, KY; Local Hybrid

Aqua-Tots Swim Schools | Lexington, Kentucky
Full-Time | 32 Hours/Week | Local Hybrid | $21-$23/Hour

IMPORTANT:
This is a Lexington, KY-based position, NOT a fully remote opportunity. Regular onsite work at both of our Lexington-area schools is required every week.

Are you an experienced Office Manager, Practice Manager, Administrative Manager, or business operations professional who enjoys solving problems, helping customers, and keeping a business running smoothly?

Are you someone who takes ownership of responsibilities, follows through, and doesn't need a supervisor creating your daily to-do list?

Aqua-Tots Swim Schools is seeking a highly organized, proactive Customer & Business Operations Manager to support our Lexington (Ruccio Way) and Hamburg locations.

This is an 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 schools.

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.

This position is particularly well suited for someone with previous experience in:

• Office management or administrative management
• Medical, dental, or professional practice management
• Customer service or customer experience management
• Business operations within a small or midsize business
• Executive administration with significant independent responsibility
• Multi-location administrative or operational support

Experience in healthcare, childcare, education, fitness, hospitality, retail, or other customer-focused service businesses may translate particularly well.

We’re looking for someone who has personally managed customer relationships, administrative processes, billing issues, reporting, purchasing, or similar business functions.

This is a customer-facing business operations position—not an IT, software development, or technical project-management role.

A college degree is not required. Relevant professional experience, independent judgment, communication skills, and demonstrated ownership are more important to us.

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 Listen
  360 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,…