Associate Director of Operations & Guest Services (Personal Services)

The Associate Director of Operations and Guest Services is responsible for the strategic oversight and daily management of all operational aspects and guest experience services at Mylan Parks Aquatics & Track Center, a premier aquatics and track & field venue.

This role ensures excellence in facility readiness, staff supervision, event execution, and customer satisfaction. The Associate Director will collaborate closely with various internal teams and external partners to uphold safety, cleanliness, efficiency, and hospitality standards.

Essential Duties and Responsibilities

Operations Management:

Oversee daily operations of the aquatics center and track & field areas, ensuring all spaces are maintained to the highest standards.

Coordinate facility schedules, including practice, training, competition, and public use.

Implement and enforce facility safety policies, emergency response protocols, and risk management procedures.

Conduct routine inspections and work with maintenance teams to address repairs and preventive upkeep.

Guest Services & Customer Experience:

Lead the guest services team, ensuring a welcoming, inclusive, and helpful environment for all patrons.

Manage front desk operations, including point-of-sale, registrations, and customer inquiries.

Develop and execute customer service training programs and performance benchmarks.

Address and resolve customer complaints or service concerns efficiently and professionally.

Recruit, train, supervise, and evaluate full-time, part-time, and seasonal staff, including guest services attendants, event staff, and facility supervisors.

Develop work schedules and staff deployment plans to optimize coverage and efficiency.

Foster a culture of accountability, teamwork, and continuous improvement.

Event Coordination:

Collaborate with event organizers, athletic departments, and community groups to facilitate competitions, meets, swim events, and special functions.

Ensure operational readiness for events, including signage, equipment, staffing, and facility preparation.

Serve as the point of contact during events, overseeing logistics and troubleshooting as needed.

Administrative & Strategic Planning:

Assist in the development and monitoring of annual budgets related to operations and guest services.

Prepare reports on attendance, incidents, and customer feedback to inform decision-making.

Support marketing, membership programs, and community outreach efforts.

Contribute to long-term planning for facility upgrades, sustainability, and service innovations.