Facility Manager

Facility Manager
Salary Range: $70,000-$80,000 annually

Summary
Reporting to the Operations Manager, the Facility Manager is responsible for the overall leadership, performance, and day-to-day operations of the Russell Aquatics facility.

The Facility Manager is accountable for ensuring the location operates safely, efficiently, consistently, and in alignment with Russell Aquatics standards and values. This role provides leadership across all departments and is responsible for creating a high-performing team culture, delivering an exceptional customer experience, maintaining strong aquatic and operational standards, and driving the overall success of the facility.

The Facility Manager is expected to maintain a visible and active leadership presence throughout the facility, particularly during peak programming periods, and to proactively identify and resolve operational, staffing, customer service, safety, and facility concerns.

Areas of Accountability

Take ownership of the overall success and performance of the facility

Ensure consistent execution of Russell Aquatics policies, procedures, standards, and values

Maintain a visible leadership presence throughout the facility, particularly during high-volume programming periods

Proactively identify operational challenges and implement solutions

Monitor key facility performance indicators including enrolment, retention, class capacity, customer experience, staffing efficiency, program quality, and facility standards

Ensure appropriate follow-up and accountability when issues arise

Work closely with Ownership and Operations to identify opportunities for improvement and growth

Team Leadership and Management

Provide strong leadership, coaching, mentorship, and direction to the facility management team and staff

Foster a positive, accountable, professional, and high-performing workplace culture

Conduct regular 1:1 meetings, team meetings, coaching conversations, and performance reviews

Establish clear expectations and hold managers and staff accountable for performance

Support recruitment, onboarding, training, development, and retention of employees

Address performance concerns and difficult conversations promptly and professionally

Ensure managers and supervisors are effectively leading their respective departments and shifts

Support staffing and scheduling decisions to ensure appropriate coverage based on operational needs

Identify high-potential employees and support succession and leadership development

Customer Experience

Ensure families consistently receive friendly, professional, responsive, and solution-focused service

Maintain high standards for communication across all customer touchpoints

Proactively monitor the customer experience throughout the facility

Address escalated customer concerns professionally and ensure appropriate follow-up

Work with the administrative team to ensure registrations, schedules, billing, credits, and customer records are accurate

Monitor customer feedback and identify recurring themes or opportunities for improvement

Support customer retention initiatives and strengthen relationships with Russell Aquatics families

Aquatic Program Quality

Work closely with Aquatic Management to ensure consistent delivery of Russell Aquatics programming and teaching standards

Monitor lesson quality, instructor performance, student progression, and class experience

Ensure aquatic staffing and instructor assignments support program quality and operational needs

Support Aquatic Management with coaching, training, evaluations, and quality-control initiatives

Ensure aquatic programming complies with applicable safety standards, regulations, and Russell Aquatics policies

Facility Maintenance, Safety and Operations

Ensure the facility is clean, organized, safe,…