Customer & Business Operations Manager in Lexington

Job description Our philosophy is simple: You don't just identify problems—you own them through resolution. What You'll Own Customer Experience & Retention You'll help families have a positive experience with Aqua-Tots and address concerns before they become lost customers. Responsibilities include: Contacting families who submit withdrawal notices to understand concerns and identify retention opportunities. Resolving billing, scheduling, membership, and service-related issues. Managing routine complaints and service-recovery opportunities. Making timely customer-service decisions within company guidelines. Monitoring Listen360 feedback and online reviews. Identifying recurring concerns and opportunities to improve customer experience. Coordinating with school leadership when additional information or intervention is needed. Maintaining ownership of customer issues through resolution. Supporting recovery of unresolved customer opportunities and stalled leads when appropriate. Our Front Desk teams remain primarily responsible for new-lead follow-up and enrollment. Your focus will be retention, recovery, and situations requiring additional attention. Billing & Account Management Manage failed-payment follow-up and outstanding account issues. Complete and maintain the Trouble Accounts Report. Resolve billing, membership, and scheduling discrepancies. Administer 30-day withdrawal notices and related customer communication. Maintain accurate customer records and document resolutions. Ensure account issues are handled 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 the 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 inventory and routine purchasing processes for both schools, including: Assessing inventory and operating-supply needs. Maintaining appropriate stock levels for lesson supplies, merchandise, retail products, uniforms, break-room supplies, cleaning supplies, restroom supplies, and other necessities. Managing purchases through approved vendors and company procedures. Completing local purchasing and pickup errands as needed. Ensuring supplies are received, organized, and properly stocked. Coordinating outside vendors and recurring services. Managing processes for laundering cleaning equipment and maintaining 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. 32 hours per week , with full-time benefits eligibility. Typically one day each week supporting the Lexington school and one day supporting the Hamburg school. Each onsite day generally includes approximately 4–5 hours at the school during active operating hours, plus necessary purchasing, pickups, or other location-related errands. Remaining work may generally be performed remotely. Weekday availability is required for customer communication, leadership collaboration, 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 Front Desk processes, customer-account systems, and school operations, including Pike13. This training will help you resolve customer issues, understand enrollment processes, and confidently navigate our 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 You may be a strong fit if you: Have experience in office management, business operations, practice management, executive administration, or a similar professional role. Are exceptionally organized and detail-oriented. Take initiative without constant supervision. Have successfully managed responsibilities independently or in a remote/hybrid environment. Communicate confidently and professionally by phone, email, and in person. Can handle difficult customer conversations with empathy, sound judgment, and a solutions-oriented approach. Are comfortable using spreadsheets, reports, dashboards, and business software. Can 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, improving processes, and creating consistency. 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 flexible schedule. Qualifications At least 3 years of relevant professional administrative, operations, office-management, or customer-service experience preferred. 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. Compensation & Benefits $21–$23/hour , depending on experience. Full-time position with a regular 32-hour workweek. Flexible hybrid schedule. Health insurance eligibility after a 30-day waiting period, subject to applicable plan terms. Personal PTO: 5 days annually during the first year, increasing to 10 days after the first anniversary; PTO accrues according to company policy. Paid company holidays and additional designated paid school closure periods. Extended winter school closure around Christmas and New Year's. Regular 32-hour weekly pay maintained during designated paid closure periods, with increased remote-work flexibility and reduced onsite requirements as administrative work continues. Complimentary Aqua-Tots swim lessons for employees' children. Eligibility for applicable manager sales incentive contests at both Lexington-area schools. Paid training and ongoing professional development. Company-provided laptop, business phone access, office equipment, and supplies. Company purchasing access for approved business expenses. Reimbursement for approved business mileage.