Regional Customer Experience Manager

Regional Customer Experience Manager – San Jose, CA (95128)

Salary: $90,000 – $100,000 annually  |  Location: San Jose, CA 95128

Lead the team responsible for every family’s first and lasting impression.

The Regional Customer Experience Manager oversees all front-office operations and is responsible for delivering a consistent, high-quality experience for families. This role plays a key part in operational execution, customer retention, and team performance at a regional level by serving as a hands-on support partner to instructors at our satellite locations.

This is a hands-on leadership position requiring strong people-management skills, sound judgment, and the ability to balance service standards with business needs. Weekend availability is required.

About Waterworks Aquatics

Waterworks Aquatics is a premier swim school teaching children (ages 3 months and up) and adults how to swim. Our mission is to educate and motivate individuals to be safer and learn proper swimming technique. Every role in our organization supports that mission through professionalism, consistency, and care.

How You’ll Make an Impact

• Lead, coach, and develop Customer Experience Experts, Senior Customer Experience Experts, Shift Leads, and Hosts.
• Set and reinforce service standards, daily responsibilities, and performance expectations across locations.
• Oversee front-office operations to ensure alignment with company policies and procedures.
• Support enrollment, retention, and revenue initiatives, including private lessons and package optimization.
• Ensure a professional, customer-focused experience across all in-person and phone interactions.
• Monitor staffing levels and support satellite locations in maintaining proper coverage and attendance standards.
• Serve as a key support partner for instructors teaching at satellite locations by checking in regularly, addressing team members' concerns, and ensuring instructors feel supported, connected, and heard.
• Provide an additional layer of communication and engagement for instructors at satellite locations who may not have daily in-person leadership presence.
• Oversee onboarding, training completion, and ongoing development of office staff.
• Partner with Customer Relations and seniorleadership on escalated concerns.
• Maintain facility readiness, inventory oversight, and operational standards in collaboration with Operations team.
• Address employee performance through coaching, feedback, and corrective action when necessary.
• Hold locations accountable for team professionalism, reliability, and adherence to Waterworks customer experience standards.

Our Core Values

• Passion — you care deeply about the experience families and team members have.
• Adaptability — you adjust priorities and leadership approach as needs evolve.
• Self-Responsibility — you take ownership of outcomes, decisions, and performance.
• Approachability — you communicate clearly and foster trust through accessibility and professionalism.
• Integrity — you do what’s right, even when navigating complex or sensitive situations.

What You’ll Bring

• High school diploma or equivalent required.
• 3–5 years of direct people-management experience.
• 3–5 years of customer service experience in a high-volume environment.
• Strong communication, organization, and follow-through skills.
• Ability to manage priorities and lead teams effectively across multiple locations.
• CPR, AED, and First Aid certification (required or ability to obtain).
• Availability to work full-time hours, including at least one weekend day.

Ready to lead with purpose at a regional level? Apply today and help shape the experience families trust.

Equal Opportunity Employer: Waterworks Aquatics provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or expression, or any other protected status under applicable law. All candidates must be legally authorized to work in the United States and will be required to provide proof of employment eligibility upon hire.