Role: As an integral part of the Aquatic leadership team, the Aquatic Swim for Life Program Coordinator is responsible for providing both operational and strategic leadership for our program team members and ensuring legendary service and safety standards are met for each and every customer. The Aquatic Swim for Life Coordinator will plan, organize, and schedule day to day swim for life group lessons and private lessons within our aquatics facility. The primary hours for this role are 40 hours per week working Sunday-Thursday. This may fluctuate based on changes to facility operating hours and seasonal changes.

Reports to: Aquatic Programs and Operations Manager

What’s In It for You:

• Free facility access based on hours worked plus a variety of free and discounted programs & services.
• Employee recognition program.
• Annual staff events including BBQs, Corporate Challenge, December holiday party and many more.
• Free parking and close to transit with a C-train and bus stop steps away.

What You’ll Do:

Administration

• Assist with staff scheduling and be responsible for shift coverage for the swim instructors team. Assist with other coverage when required.

• Assist with program data entry into Avocado.

• Assist with program management within Avocado not limited to: contacting and filling waitlist spots, merging/cancelling classes, and collecting registration numbers as needed.

• Manage lesson set-up including: printing class lists and setting up Instructor and the AQSL binder.

• Equipment tracking, purchasing and inventory (i.e. lesson supply).

• Ensure administration paperwork for swim for life programs are organized and well stocked.

• Update and maintain training manuals and assist with creation and updating policies and procedures.

• Responsible for providing appropriate documentation and communication to the Aquatic Programs Manager regarding aquatic programs and overall team functioning.

• Any other administrative duties as assigned

Customer Experience

• Answer calls and e-mails relating to private lessons and swim for life programming promptly within 24 working hours.

• Promote and market Aquatic Activities; interact with customers and patrons, sell additional or specific programs/services based on customer need and value.

• Assist with program registrations, cancellations, transfers, waitlists, refunds/credits, and one-off private swim lesson requests.

• Manage customer notifications, surveys, and private lesson instructor communications.

• Empower employees to handle customer complaints by providing a customer centric environment.

• Connect with both internal and external customers in a positive and legendary way on the pool deck by proving prompt, sincere, and professional responses to questions and concerns that arise; striving to exceed our customers’ expectations.

• Actively communicate with both internal and external customers on special events, service changes and new incentives.

Team building/daily team support

• Support the vision and direction of MNP Community & Sport Centre and the Aquatic Management Team by providing clear communication and documentation to the team while modeling expected behaviors related to performance and MNPSCS mission, visions and values.

• Under the direction of the Aquatic Programs & Operations Manager, assist with staff coaching, mentoring, and performance documentation (including onboarding/offboarding, certification tracking and reviews).

• Work collaboratively with the Leadership and Specialty Programs Coordinator and provide support when necessary

• Follow-up on all AQSL reports to ensure consistency and accountability.

• Lead, coach, mentor and empower employees to handle operational challenges and provide legendary service.

• Establish solid working relationships within the team and other departments to ensure a cohesive working environment.

• Backfill for frontline team members as required (Instructor or Aquatic Shift Lead) and Aquatic Coordinators in their absence.

• Attend personal development training offered by the facility and staff In-service training when required.

• Provide on deck leadership for instructor teams.

• Attend and lead leadership meetings, in service training, and one-on-ones as scheduled.

• Serve as a key information source by ensuring clear, timely communication through weekly updates and team correspondence.

Planning and Organizing

• Identify and report key areas of service and program enhancement on a bi-weekly basis for review with the Aquatic Program & Operations Manager.

• Collaborate with the Aquatic Programs & Operations Manager and provide coverage for this role when required.

• Attend promotional opportunities as needed, acting as a representative of MNP Community & Sport Centre.

• Understand and apply all safety and emergency procedures to ensure a collective, streamlined and successful execution and ensure team is trained recurrently on procedures.

• Assist the Aquatic Programs & Operations Manager with the organization planning and facilitation of an annual training plan which can include up to 4 in-services per year.

Program Development & Quality Assurance

• Coordinate the delivery of the Swim for Life program, ensuring alignment with Lifesaving Society standards and program objectives.

• Support Instructor development by providing mentorship, technical guidance, and ongoing feedback to maintain program consistency.

• Conduct on-deck evaluations and quality checks to ensure effective lesson delivery and participant progress.

• Track and analyze program performance indicators such as retention, progression, and participant feedback to identify improvement opportunities.

• Collaborate with leadership to develop and implement new lesson offerings, specialty courses, or program enhancements.

• Ensure all program materials, lesson plans, and evaluations reflect current standards and best practices in aquatic education.

What You’ll Need:

• A minimum of two years of experience in a coordinator/programming or supervisory aquatics role including demonstrated experience supervising a team of a moderate to large size (at least 12 people).

• Current certifications in Standard First Aid with CPR’C’/AED, Lifesaving & Swim Instructor and National Lifeguard are required:

• • CPR Level C certified within the last 2 years
  • Standard First Aid certified within the last 2 years
  • Swim and Lifesaving Instructor must be current
  • National Lifeguard award must be current.
  • National Lifeguard Instructor, Lifesaving Standard First Aid Instructor, and/or Lifesaving Trainer awards an asset.

• Ambitious, driven, accountable, who thrives in a dynamic environment.

• Ability to supervise and train employees, including organizing, prioritizing, and scheduling work assignments.

• Able to deal with conflict diplomatically and in a calm manner. A high sense of urgency, ability to think clearly while handling multiple priorities in emergency situations.

• Excellent teamwork and team building skills as well as ability to work independently with little supervision.

• Strong customer engagement skills (public relations and interpersonal skills), in a clear and appropriate communication style (both verbal and written), strong problem solving techniques, and sound judgment.

• Previous experience using the Avocado system or a like program, Microsoft Word and Excel is considered an asset

• Preference will be given to candidates with additional certifications in coaching, leadership and/or conflict resolution.

Our Commitment to Diversity, Equity, and Inclusion:

We value the uniqueness and perspectives of all employees and are committed to diversity, equity and inclusion initiatives to create a feeling of belonging for all of our team members at MNP Community & Sport Centre. We welcome and encourage applications from all qualified candidates. MNP Community & Sport Centre provides support in its recruitment process to candidates with disabilities; including accommodation, that takes into account candidates’ accessibility needs. Please connect with our Human Resources team if you require accommodation within the recruitment process.

All candidates applying to MNP Community & Sport Centre must have legal authorization to work in Canada with no restrictions.

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.