Purpose

The National Operations Manager leads operational performance across all Fulton Swim School locations.

The role is responsible for developing high-performing Site Managers, driving commercial and operational results, maintaining programme quality and technical teaching standards, and ensuring a consistently exceptional customer experience.

Working closely with the General Manager and in partnership with the People & Culture Manager, the National Operations Manager translates business strategy into effective operational execution through leadership, coaching, accountability and continuous improvement.

Role Boundaries and Partnership

The National Operations Manager owns operational execution, capability, standards, coaching, accountability and site performance.

The People & Culture Manager owns people frameworks, recruitment, employment relations, workforce planning, culture and formal people processes.

The two roles work collaboratively as peers, with neither role reporting to the other.

Key Responsibilities

1. Operational Leadership and Performance

• Lead operational performance across all Fulton Swim School locations.
• Drive consistency, accountability and operational excellence across every site.
• Monitor key performance indicators including occupancy, revenue, wages, customer growth and retention, lesson quality and customer satisfaction.
• Develop and implement action plans to address performance gaps.
• Ensure operational systems, policies and procedures are consistently implemented.
• Identify and manage operational risks.
• Support the operational readiness of future Fulton Swim School locations.

2. Site Manager Leadership and Capability

• Lead, coach and develop Site Managers to become capable and accountable operational leaders.
• Set clear expectations and hold Site Managers accountable for agreed business, team and operational outcomes.
• Conduct regular coaching sessions, performance discussions and site visits.
• Support Site Managers to build engaged, high-performing teams.
• Identify capability gaps and provide practical coaching and development support.
• Work with the People & Culture Manager to support leadership development, talent identification and succession planning.

3. Programme Quality and Customer Experience

• Champion Fulton Swim School’s teaching philosophy, programme standards and technical methodology.
• Ensure lessons are delivered consistently, safely and to superior technical and customer service standards.
• Monitor lesson quality, assessments, student progression and customer feedback.
• Coach Site Managers to improve teacher capability and lesson delivery.
• Support the development of capable site-based trainers.
• Promote a customer-first culture across all locations.
• Partner with the Customer Experience and Support Manager to improve service delivery and resolve significant operational customer concerns.

4. Operational Training, Communication and Collaboration

• Deliver operational training and support the onboarding of new Site Managers.
• Reinforce Fulton Swim School’s systems, standards and operational procedures.
• Facilitate regular operational meetings that promote alignment, accountability and shared learning.
• Clearly communicate business priorities and operational expectations.
• Encourage the sharing of best practice and knowledge between locations.
• Work collaboratively with the General Manager, People & Culture Manager, Customer Experience and Support Manager and wider leadership team.
• Escalate significant operational concerns where required.

5. Governance, Compliance and Continuous Improvement

• Conduct regular operational audits across all locations.
• Ensure compliance with company policies, procedures, operational standards and legislative requirements.
• Monitor site presentation, professionalism, safety and operational execution.
• Ensure corrective actions are documented and completed.
• Support the development and maintenance of operational manuals and resources.
• Identify opportunities to improve efficiency, consistency and operational performance.
• Develop scalable, repeatable processes and support the implementation of approved systems and technologies.

6. Health, Safety and Strategic Contribution

• Champion a positive Health and Safety culture across all Fulton Swim School locations.
• Ensure Site Managers understand and fulfil their Health and Safety responsibilities.
• Monitor operational incidents, risks and corrective actions.
• Ensure Site Managers implement Fulton Swim School’s Health & Safety systems, operational controls and corrective actions at site level, escalating significant matters in accordance with company procedures. 
• Escalate significant risks and incidents appropriately.
• Contribute to strategic projects, business planning and growth initiatives.
• Provide operational insight and recommendations to the General Manager.
• Undertake other reasonable duties aligned with the purpose and seniority of the role.

Skills and Experience

The successful candidate will demonstrate:

• Proven experience leading multi-site operations or comparable operational teams.
• Strong commercial acumen and experience improving business performance.
• Demonstrated ability to lead, coach and develop high-performing leaders and teams.
• Strong understanding of quality assurance, programme delivery and technical standards.
• Experience using KPIs and operational data to improve performance.
• Excellent communication, relationship-building and influencing skills.
• The confidence to set expectations, provide feedback and hold leaders accountable.
• Strong planning, decision-making and problem-solving capability.
• Experience improving systems, processes and operational consistency.
• A strong commitment to programme quality and exceptional customer experience.
• The willingness and ability to travel regularly, including overnight stays where required.

Experience within aquatics, education, recreation, health, fitness or another service-based industry is advantageous but not essential.

Previous swim teaching or aquatic leadership experience is beneficial. Comprehensive training in Fulton Swim School’s operational systems, programmes and teaching methodology will be provided.