Job Title: Assistant Operations & Client Manager

Position Summary:

The Assistant Client Services & Operations Coordinator supports the Operations & Client Manager in team management and executing key operational and client management tasks. This role ensures smooth business operations by handling administrative tasks, client communications, and assisting in employee onboarding and compliance tracking.

Client Management:

Assist in managing operational policies and administrative processes.

Coordinate onboarding, ensuring timely collection and review of tax forms (I-9, W-4, etc.).

Respond to client inquiries, communicate service expectations, and track service feedback.

Assist in preparing client contracts, service agreements, and amendments.

Help resolve employee and client concerns by escalating issues when necessary.

Assist in managing financial records, tracking invoices, and ensuring timely payments.

Maintain records of client interactions and operational compliance.

Coordinate and support marketing and outreach activities as needed.

Team Supervision & Leadership

Manage, mentor, and provide direct oversight to Onboarding Team, Team Leads and Pool Monitors.

Ensure adequate staffing levels and monitor employee scheduling to meet operational demands.

Conduct regular site visits to assess employee performance, reinforce training, and address any operational concerns.

Provide ongoing coaching, training, and development opportunities for field staff to improve efficiency and customer service.

Handle escalations from Team Leads, assisting with conflict resolution and problem-solving as needed.

Operational Oversight & Compliance

Implement and enforce company policies, community pool rules, and safety guidelines.

Monitor and evaluate pool operations to ensure adherence to all regulatory requirements and safety standards.

Ensure all pools under company management maintain a safe, clean, and professional appearance.

Work closely with clients to ensure service expectations are met and concerns are promptly addressed.

Conduct audits of pool locations, checking for operational efficiency, staffing adherence, and quality control.

Recruitment & Training

Assist in recruiting, hiring, and onboarding new Team Leads and Pool Monitors.

Oversee and lead training programs to ensure employees are fully prepared for their roles.

Conduct refresher training sessions for field staff throughout the season to reinforce best practices.

Ensure all employees understand emergency protocols and can effectively enforce pool rules.

Communication & Reporting

Serve as the primary liaison between field employees and executive management.

Provide regular reports on field operations, staffing, and client feedback.

Maintain accurate records of employee performance, incidents, and operational concerns.

Collaborate with other departments, including payroll and HR, to ensure smooth operational workflow.