At Making Waves Swim School, we believe swimming changes lives. We’re looking for a strong operational leader who is passionate about people, service, and creating an exceptional experience for families and teams alike.

This is not a behind-the-scenes management role. As a Facility Manager, you’ll be in the action every day > leading from the deck, coaching your team, supporting families, solving problems in real time, and driving operational excellence across the entire facility.

You’ll oversee a high-volume swim school operation while building a positive culture, delivering strong business results, and ensuring every swimmer and family experiences the care, consistency, and quality that define the Making Waves brand.

Why Join Making Waves?

• Lead a growing, high-energy operation with real impact

• Build and develop strong teams and future leaders

• Be part of a people-first culture focused on growth and continuous improvement

• Help thousands of children build confidence and life-saving skills

• Work in a fast-paced environment where no two days are the same

What You’ll Be Responsible For

Lead Facility Operations

• Oversee the day-to-day operation of a high-volume swim facility
• Manage staffing, scheduling, coverage, and operational execution
• Lead Supervisors, Customer Service Representatives, Head Coaches, and Coaches
• Ensure strong service standards, smooth program delivery, and operational consistency

Drive Business Performance

• Support enrollment growth and help close registration gaps
• Monitor retention and support re-registration efforts
• Contribute to budgeting, forecasting, and operational targets
• Optimize program inventory, waitlists, and capacity management

Build and Develop a Strong Team

• Recruit, coach, train, and develop staff leaders
• Foster a positive, engaging, and accountable culture
• Provide ongoing performance feedback and support
• Address staffing challenges with urgency and professionalism

Deliver an Exceptional Customer Experience

• Act as a visible and approachable leader for families
• Resolve escalated customer concerns with empathy and professionalism
• Support strong client relationships that drive loyalty and referrals
• Build community relationships with schools and local organizations

Ensure Safety, Quality & Compliance

• Maintain high standards for lesson quality and safety
• Ensure compliance with company policies and operational regulations
• Oversee facility readiness, maintenance coordination, and risk management
• Conduct lesson observations and operational audits

Lead Continuous Improvement

• Identify opportunities to improve systems, efficiency, and customer experience

• Use reporting and operational insights to drive decisions

• Solve problems proactively and support business-wide consistency

What We’re Looking For

• 3–5 years of leadership experience in a large facility or service-based operation
• Experience leading teams in fast-paced, customer-focused environments
• Strong operational, scheduling, and organizational skills
• Ability to manage competing priorities with confidence and professionalism
• Strong communication and relationship-building skills
• Comfortable using CRM systems, task management tools, and Google Workspace
• Post-secondary education in a related field is considered an asset

Aquatics experience is an asset, including:

• National Lifeguard
• Lifesaving Instructor
• Standard First Aid with CPR-C
• Instructor Trainer certifications

Certifications that may be completed on the job:

• WHMIS

• Certified Pool Operator

• Ministry of Labour JHSC Certification

Leadership Traits We Value

We’re looking for someone who is:

• Hands-on and people-focused

• Calm under pressure

• Accountable and solutions-oriented

• Highly organized and operationally strong

• Passionate about service excellence

• Collaborative, positive, and growth-minded

Schedule & Environment

• Full-time leadership position

• Requires flexibility, including evenings and weekends

• Active, on-site leadership presence required

• Fast-paced environment with high team and customer interaction

Reports To: Director of Operations

If you’re the type of leader who loves building teams, improving operations, and creating memorable experiences for families, we’d love to hear from you!