Regional Operations Manager

Locations: All Splash N’ Learn locations, currently Barrie and Vaughan, Ontario

Position: Full-Time | Multi-Location

Reports To: Owners

Salary: $ 80, 000– 90,000 annually

A Bit About Us

At Splash N’ Learn, we take swimming seriously and believe learning should be fun. We help

swimmers build confidence, develop essential water safety skills, and feel proud of their progress

in a warm, welcoming environment.

With locations in Barrie and Vaughan, we’re building a business where families feel welcome, staff

feel supported, and leaders take pride in what they do. Behind every great lesson is a team that

communicates well, works together, has FUN and cares about getting the details right.

As we grow, we’re looking for someone who brings that same combination of care, energy, and

follow-through to leading our facilities.

The Opportunity

We’re looking for a Regional Operations Manager who is great with people and great at getting things done.

Reporting to the Owners, you’ll lead and develop our Facility Managers, strengthen daily

operations, drive enrollment and retention, and improve financial performance across our

locations.

This is a hands-on leadership role. You’ll spend time in our facilities, get to know the teams,

observe what’s working, and turn challenges into practical improvements. Some days that means

coaching a manager through a difficult conversation. Other days it means reviewing staffing costs,

improving registration follow-up, or developing a creative way to connect with local families.

You’ll bring structure where it’s needed, build on what’s working, and help our teams plan ahead.

You’ll also develop the systems, staffing models, and leadership capacity needed to support future

growth.

Your goal: strong teams, confident managers, happy families, and well-run facilities that

can succeed independently.

Who You Are

You know how to lead people.

You understand that different people need different approaches. You listen, read the room, and

adjust your communication while keeping expectations clear. You can give honest feedback,

navigate difficult conversations, and hold people accountable while maintaining their trust.

You bring high emotional intelligence.

You’re self-aware, thoughtful, and composed under pressure. You’re curious about other

perspectives and willing to reflect on your own approach. People feel comfortable coming to you

and trust you to address what needs attention.

You bring energy and personality.

You’re approachable, down-to-earth, and enjoy connecting with people. You know when humour,

encouragement, or a fresh idea can make a difference. You help create a workplace where people

enjoy coming to work and take pride in doing a great job.

You’re organized and thorough.

You notice the details, keep track of commitments, and close the loop. Meetings lead to action,

plans have clear owners, and important tasks don’t disappear when the next busy day arrives.

You’re a great communicator.

Whether you’re coaching a manager, speaking with a parent, or updating leadership, you make

things easy to understand. You share information proactively, set clear expectations, and address

concerns directly and respectfully.

You’re creative and practical.

You enjoy finding better ways to do things. You can turn a good idea into a workable plan, bring

others along, and follow it through to completion.

You understand the business.

You’re comfortable with budgets, staffing costs, enrollment, and performance reports. You use that

information to make thoughtful decisions and help managers understand how their daily choices

affect results.

You love seeing others grow.

You’re willing to step in and help, and you make time to teach, delegate, and build confidence.

You take pride in seeing managers take ownership, solve problems, and become stronger

leaders.

What You’ll Be Responsible For

Leadership & Manager Development

Our Facility Managers will look to you for direction, coaching, and support. A major part of your

success will be helping them become confident, capable leaders. This role requires regular travel between facilities and flexibility to work evenings and weekends to support our teams during key operating hours.

1. Provide direct leadership, mentorship, and ongoing development to Facility Managers.
2. Establish clear responsibilities, performance expectations, and measurable goals.
3. Lead regular one-on-one meetings, leadership check-ins, and performance reviews.
4. Develop individualized leadership development plans and provide hands-on coaching where needed.
5. Strengthen managers’ communication, delegation, decision-making, and problem-solving skills.
6. Address performance concerns promptly and respectfully, with clear improvement plans and follow-up.
7. Build managers’ ability to resolve routine issues and run daily operations independently.
8. Identify and develop future leaders within our teams.

Operations & Quality Assurance

Safety is the foundation of everything we do, and consistency is how families learn to trust us.

You’ll make sure every family gets the same safe, high-quality Splash N’ Learn experience, no

matter which pool they walk into.

1. Oversee daily operational performance across all facilities.
2. Maintain a regular, hands-on presence through facility visits, observations, and coaching.
3. Monitor lesson quality, customer service, cleanliness, organization, safety, and professionalism.
4. Be the guardian of the Splash N’ Learn brand, keeping our look, voice, and family experience consistent at every location.
5. Conduct operational reviews and ensure improvement plans are completed.
6. Develop and maintain practical procedures, checklists, and tools that teams can consistently use.
7. Identify recurring problems and implement solutions that address their causes.
8. Coordinate maintenance, repairs, and equipment needs with Facility Managers and approved service providers.
9. Ensure adherence to company policies, aquatic safety standards, and applicable regulations.
10. Guide teams through new systems and procedures with clear communication, training, and follow-up.

Scheduling, Staffing & Team Development

You’ll help managers put the right people and programming in place to serve families well and

operate efficiently.

1. Oversee program and staffing schedules for accuracy, consistency, and effective use of pool space.
2. Align class offerings with demand, swimmer progression, and business priorities.
3. Monitor class capacity, waitlists, staffing levels, and labour utilization.
4. Establish practical staffing and coverage models that maintain safety and service quality while managing costs.
5. Support recruitment, onboarding, training, and professional development.
6. Help managers plan ahead for absences, seasonal changes, and enrollment growth.
7. Strengthen employee engagement and retention through clear expectations, recognition, and development opportunities.

Financial Performance & Resource Management

You’ll help each location understand its numbers and take meaningful action to improve results.

1. Take accountability for operational and financial performance within approved budgets and delegated authority.
2. Develop and manage operating budgets with the Director of Operations.
3. Review financial reports and monitor revenue, labour costs, operating expenses, and profitability.
4. Identify opportunities to improve productivity, reduce unnecessary spending, and use resources effectively.
5. Oversee purchasing practices, inventory controls, and vendor relationships.
6. Track key performance indicators, including enrolment, class utilization, retention, labour percentages, customer satisfaction, and profitability.
7. Develop and follow through on action plans when results fall short of agreed targets.

Enrolment, Sales & Business Development

You’ll help teams confidently communicate the value of our programs and make it easy for

families to join and stay.

1. Establish consistent inquiry, registration, and follow-up practices across locations.
2. Coach managers and customer service teams on recommending suitable programs, addressing questions, and closing registrations.
3. Improve lead tracking, re-enrolment, and processes for welcoming new families.
4. Collaborate with marketing on campaigns and promotions aligned with available capacity.
5. Build relationships with schools, community organizations, and potential partners.
6. Identify opportunities for new programs, local outreach, and sustainable revenue growth.
7. Use customer feedback, local demand, and competitor insights to inform recommendations.

Growth & New Locations

We’re just getting started, and you’ll help bring the Splash N’ Learn experience to more families in

more communities.

When it’s time to open new doors, you’ll make sure each location feels like Splash N’ Learn from day one.

1. Support future openings, acquisitions, or expansion projects as directed, from staffing and systems to training and operational readiness.
2. Build repeatable opening playbooks, checklists, and onboarding plans so every new location launches with a strong team and our standards in place.
3. Develop leaders from within who are ready to step up and run new facilities.
4. Make sure every new location lives our values and our brand, so families get the same safe, fun Splash N’ Learn experience everywhere.
5. Partner with the Owners on expansion priorities, timelines, and resources.

Customer Experience & Retention

Families are the heart of Splash N’ Learn, and you’ll keep their experience at the centre of every operational decision.

1. Ensure service is welcoming, responsive, and consistent across locations.
2. Coach Facility Managers through escalated concerns while strengthening their ability to handle future situations.
3. Monitor feedback, withdrawals, and retention trends to identify opportunities for improvement.
4. Address recurring concerns through changes to training, communication, or processes.
5. Ensure families receive clear information about programming, swimmer progress, policies, and registration.
6. Help teams build positive relationships that give families confidence in choosing Splash N’ Learn.

Safety & Business Continuity

Safety comes first. Always. You’ll make sure our teams are prepared, trained, and ready to

respond with confidence when the unexpected happens.

1. Ensure emergency procedures, incident reporting practices, and required training remain current.
2. Support managers in identifying hazards and completing corrective actions.
3. Monitor required staff qualifications, certifications, and training records.
4. Maintain practical plans for staffing shortages, equipment failures, and facility interruptions.
5. Ensure critical supplies, equipment, and service arrangements are in place.
6. Escalate significant safety, staffing, financial, or facility concerns promptly to the Director of Operations.

Communication & Accountability

Integrity means doing what we say we’ll do. You’ll keep people informed, priorities clear, and

commitments moving forward.

1. Serve as the primary operational support and escalation contact for Facility Managers.
2. Provide regular updates to the Director of Operations on results, priorities, risks, and progress.
3. Establish useful meeting routines, reporting expectations, and follow-up processes.
4. Bring forward concerns with thoughtful recommendations and proposed next steps.
5. Collaborate with leadership to align facility priorities with broader business goals.
6. Make decisions within company policies, approved budgets, and delegated authority.
7. Model ownership, professionalism, and consistent follow-through.

What You Bring

Required Qualifications

● At least five years of progressive management experience in a service-based organization.

● Demonstrated experience developing managers, leading multiple teams, or overseeing

multiple locations.

● Strong people-management skills, emotional intelligence, and the ability to build trust while

maintaining accountability.

● Experience managing budgets, reviewing profit and loss statements, and using

performance metrics to guide decisions.

● A record of improving operational efficiency, customer experience, or business results.

● Excellent communication, organization, problem-solving, and follow-through.

● Experience implementing procedures, training programs, and performance management

processes.

● Confidence using various technologies, and learning registration, scheduling, and

operational software.

● Ability to travel regularly between locations.

● Flexibility to work evenings and weekends as needed to observe operations, coach teams,

and support key priorities.

Experience That Would Be an Asset

● Experience in aquatics, fitness, recreation, hospitality, childcare, retail, or another

multi-location service business.

● Success improving enrolment, sales conversion, customer retention, and community

partnerships.

● Experience supporting new locations, business expansion, or operational transitions.

● Familiarity with iClassPro or similar registration and scheduling software

● Post-secondary education in business, operations, recreation, or a related field.

Aquatics experience is an asset, but it is not required.

Strong leadership, operational management, and people-development experience are essential.

What Success Looks Like

1. Facility Managers confidently lead their teams and independently manage daily operations.
2. Families experience consistent, high-quality lessons and customer service.
3. Enrolment, class utilization, sales conversion, and retention improve.
4. Labour costs and operating expenses stay within agreed targets.
5. Teams use clear, practical systems and follow through on commitments.
6. Recurring issues decrease, and managers resolve routine concerns with less senior leadership involvement.
7. Staff feel supported, understand expectations, and have opportunities to grow.
8. Facilities deliver stronger results and are prepared for sustainable growth..

Compensation & Benefits

● Annual salary of $80,000-90,000, based on qualifications and experience.

● Health benefits and paid vacation in accordance with company policy and the formal

employment agreement.

● Opportunities for professional growth and leadership development within a growing

organization.

Sound Like You?

If you love developing people, bringing order to a busy environment, and making a business

better, we’d love to hear from you.

Tell us about your leadership experience, what draws you to Splash N’ Learn, and an example of

how you helped a manager or team grow. We’re interested in both the results you achieved and

how you brought people along.