Job Title: Operations Manager
Reports to: Director of Operations
FLSA Status: Full Time
Summary: The Operations Manager oversees the daily operations, performance, and growth of multiple Goldfish Swim School locations. This role ensures each school operates at the highest standards of safety, service quality, staff engagement, and financial performance in alignment with the Goldfish Swim School brand standards. The Operations Manager serves as a key leader driving consistency, accountability, and operational excellence across all units.
Key Responsibilities
Operational Leadership
Oversee day-to-day operations of multiple Goldfish Swim School locations, ensuring consistent delivery of the “Golden Experience.”
Maintain brand standards in safety, cleanliness, curriculum delivery, and guest service.
Conduct regular site visits to monitor performance, identify opportunities, and support management teams.
Partner with each school’s General Manager to set goals, implement action plans, and ensure accountability.
People Leadership & Development
Recruit, train, coach, and mentor General Managers and key staff across all locations.
Foster a culture of teamwork, positivity, and continuous improvement.
Implement and monitor employee development programs to ensure strong leadership pipelines.
Support workforce planning and scheduling to optimize labor efficiency while maintaining service quality.
Financial & Business Performance
Drive financial success across locations by monitoring KPIs, budgets, and cost controls.
Analyze performance metrics including revenue growth, retention, and profitability.
Partner with the ownership group to develop strategic plans for sales and membership growth.
Support local marketing initiatives and community outreach to enhance brand visibility and enrollment.
Safety & Compliance
Ensure all facilities maintain compliance with health, safety, and risk management protocols.
Enforce adherence to Goldfish Swim School policies, franchise standards, and local regulations.
Lead efforts to ensure a safe, fun, and family-friendly environment for staff and members.
Customer Experience
Champion Goldfish’s customer-first philosophy by modeling and reinforcing outstanding member service.
Respond to escalated customer concerns and implement systems to improve member satisfaction and retention.
Qualifications
Bachelor’s degree in Business Administration, Management, or related field (preferred).
Minimum 3–5 years of multi-unit operational management experience, ideally within a franchise, fitness, or family entertainment environment.
Proven leadership experience with strong people management, coaching, and communication skills.
Ability to analyze data, identify trends, and implement effective business strategies.
Exceptional organizational and time-management skills with strong attention to detail.
Commitment to maintaining a safe, fun, and engaging environment for families and children.
Willingness to travel between school locations regularly (50-70% of time)
Core Competencies
Operational Excellence
Team Leadership
Financial Acumen
Customer Focus
Problem Solving & Decision Making
Accountability & Integrity
Each Goldfish Swim School is an independently owned and operated franchise. The respective Franchisee is the employer at each Goldfish Swim School location. Each franchisee can set their own wages, benefit programs and terms and conditions of employment, which may vary at each Goldfish Swim School location.