{"schemaVersion":"jobsearcher.job.v1","id":"052d1dce4ce04baf7bcd935f","url":"https://jobsearcher.com/jobs/052d1dce4ce04baf7bcd935f","canonicalUrl":"https://jobsearcher.com/jobs/052d1dce4ce04baf7bcd935f","title":"Customer Experience Manager","description":"Customer Experience Manager – Pasadena, CA (91102)\n\nSalary: $75,000 – $85,000 annually | Location: Pasadena, CA 91102\n\nQuick Facts: Full-Time • Leadership Role • Office Operations\nTeam Development • Customer Experience • Growth-Focused\n\nLead the team responsible for every family’s first and lasting impression.\n\nThe 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.\n\nThis 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.\n\nAbout Waterworks Aquatics\n\nWaterworks 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.\n\nHow You’ll Make an Impact\nLead, coach, and develop Customer Experience Experts, Senior Customer Experience Experts, Shift Leads, and Deck Hosts.\nSet and reinforce service standards, daily responsibilities, and performance expectations.\nOversee front-office operations to ensure alignment with company policies and procedures.\nSupport enrollment, retention, and revenue initiatives, including private lessons and package optimization.\nEnsure a professional, customer-focused experience across all in-person and phone interactions.\nMonitor staffing levels and recommend coverage adjustments as needed.\nOversee onboarding, training completion, and ongoing development of office staff.\nPartner with Customer Relations and regional leadership on escalated concerns.\nMaintain facility readiness, inventory oversight, and operational standards.\nAddress employee performance through coaching, feedback, and corrective action when necessary.\nOur Core Values\nPassion — you care deeply about the experience families and team members have.\nAdaptability — you adjust priorities and leadership approach as needs evolve.\nSelf-Responsibility — you take ownership of outcomes, decisions, and performance.\nApproachability — you communicate clearly and foster trust through accessibility and professionalism.\nIntegrity — you do what’s right, even when navigating complex or sensitive situations.\nWhat You’ll Bring\n3–5 years of direct people-management experience.\n3–5 years of customer service experience in a high-volume environment.\nStrong communication, organization, and follow-through skills.\nAbility to manage priorities and lead teams effectively.\nHigh school diploma or equivalent required.\nCPR, AED, and First Aid certification (required or ability to obtain).\nAvailability to work full-time hours, including at least one weekend day.\n\nReady to lead with purpose? Apply today and help shape the experience families trust.\n\nEqual 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.","company":"Waterworks Aquatics","rawCompany":"waterworks aquatics","city":"Pasadena","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-08-27T12:47:25.208Z","occupations":[{"code":"39-1022.00","title":"First-Line Supervisors of Personal Service Workers","slug":"first-line-supervisors-of-personal-service-workers"},{"code":"11-9179.00","title":"Personal Service Managers, All Other","slug":"personal-service-managers-all-other"},{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"}],"industries":[{"code":"713990","title":"All Other Amusement and Recreation Industries","slug":"all-other-amusement-and-recreation-industries"},{"code":"221310","title":"Water Supply and Irrigation Systems","slug":"water-supply-and-irrigation-systems"},{"code":"713110","title":"Amusement and Theme Parks","slug":"amusement-and-theme-parks"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Experience Manager","description":"Customer Experience Manager – Pasadena, CA (91102)\n\nSalary: $75,000 – $85,000 annually | Location: Pasadena, CA 91102\n\nQuick Facts: Full-Time • Leadership Role • Office Operations\nTeam Development • Customer Experience • Growth-Focused\n\nLead the team responsible for every family’s first and lasting impression.\n\nThe 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.\n\nThis 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.\n\nAbout Waterworks Aquatics\n\nWaterworks 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.\n\nHow You’ll Make an Impact\nLead, coach, and develop Customer Experience Experts, Senior Customer Experience Experts, Shift Leads, and Deck Hosts.\nSet and reinforce service standards, daily responsibilities, and performance expectations.\nOversee front-office operations to ensure alignment with company policies and procedures.\nSupport enrollment, retention, and revenue initiatives, including private lessons and package optimization.\nEnsure a professional, customer-focused experience across all in-person and phone interactions.\nMonitor staffing levels and recommend coverage adjustments as needed.\nOversee onboarding, training completion, and ongoing development of office staff.\nPartner with Customer Relations and regional leadership on escalated concerns.\nMaintain facility readiness, inventory oversight, and operational standards.\nAddress employee performance through coaching, feedback, and corrective action when necessary.\nOur Core Values\nPassion — you care deeply about the experience families and team members have.\nAdaptability — you adjust priorities and leadership approach as needs evolve.\nSelf-Responsibility — you take ownership of outcomes, decisions, and performance.\nApproachability — you communicate clearly and foster trust through accessibility and professionalism.\nIntegrity — you do what’s right, even when navigating complex or sensitive situations.\nWhat You’ll Bring\n3–5 years of direct people-management experience.\n3–5 years of customer service experience in a high-volume environment.\nStrong communication, organization, and follow-through skills.\nAbility to manage priorities and lead teams effectively.\nHigh school diploma or equivalent required.\nCPR, AED, and First Aid certification (required or ability to obtain).\nAvailability to work full-time hours, including at least one weekend day.\n\nReady to lead with purpose? Apply today and help shape the experience families trust.\n\nEqual 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.","datePosted":"2026-08-27T12:47:25.208Z","dateModified":"2026-08-27T12:47:25.208Z","hiringOrganization":{"@type":"Organization","name":"Waterworks Aquatics","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Pasadena","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"052d1dce4ce04baf7bcd935f"},"url":"https://jobsearcher.com/jobs/052d1dce4ce04baf7bcd935f"}}