WHO WE ARE

We are a fast-growing leader in children’s programming who offer high-quality bike soccer and swim lessons across North America.

QUALIFICATIONS

• A minimum of 1 years’ experience in a supervisory position within operations environment, tourism, recreation or child and youth programming an asset
• A minimum of 2 years’ experience with customer service and customer relations
• A high proficiency with Microsoft Excel or similar spreadsheet software

ABOUT THE ROLE:

We are looking for a lively, energetic person who thrives in fast-paced environments and lives for multitasking. You love interacting with people, communicating with ease, and are committed to knowing every customer by name. You are a people leader who creates a playful work environment while being able to hold your people accountable.

DUTIES AND RESPONSIBILITIES

Business Operations

• Full cycle operations a well-run business, establishing a welcoming, family-focused environment
• Working with the Manager to ensure strategic plans are implemented to reach company KPI’s
• Ensures that procedures and safety standards are being followed and upheld

Leadership

• Provides leadership, direction, and support to the Burnaby team
• Recruits, interviews and hires the best swim instructors and lesson supervisors
• mentors, and develops swim staff through a nurturing environment where they can excel through encouragement and empowerment
• Ensures swim staff are adhering to high quality teaching methods and providing an overall safe and fun experience for campers
• Schedules staff and ensures consistency within instructors

Program Development

• Acts as a trusted communicator, staying informed on program offerings, policies, and changes, and ensuring all key information is shared with your team and applied at the facility
• Supports the building of relationships within the communities and leverage these relationships to promote growth of the Pedalheads brand
• Seek new strategic growth opportunities for daytime programs
• Grows revenue by driving sales and business results through premium customer experience, employee relation, and detail-oriented operations.

Customer Service

• Has the foresight to prevent complaints before they occur
• Has an empathetic approach to customers, being an active listener, acknowledging their concerns and being able to action upon them with care and deliberation
• Provides excellent customer service and takes ownership of elevated customer issues, always aiming to find the best possible solutions, delivered in the best possible way.
• Reviews and analyzes customer satisfaction scores to identify patterns and trends, providing support and guidance to your team to act where required.
• Analyzes performance in quality and efficiency, and drives improvements to meet strategic goals