• Job Description

  Req#: 805618178

  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 Park’s 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.
    
    

  Requirements

  • Bachelor’s degree in Sports Management, Recreation, Hospitality, or a related field.

  • 3–5 years of progressive experience in facility operations or guest services, preferably in athletics, recreation, or event management.

  • Strong leadership, organizational, and interpersonal skills.

  • CPR/First Aid/AED certification (or ability to obtain upon hire).

  • Ability to work nights, weekends, and holidays as required by event schedules.

  Preferred:

  • • Experience managing both aquatics and track & field environments.

    • Knowledge of facility scheduling software and customer relationship management tools

    • Lifeguard, Aquatic Facility Operator (AFO), or Certified Pool Operator (CPO) certifications.

  Work Environment
  
  

  • The Associate Director of Operations normally performs their duties in a temperature and humidity-controlled environment.
  • This is a fast-paced, team oriented environment requiring multitasking and time management.
  • Occasional exposure to ambient outside weather conditions is required when performing daily inspections of the property and grounds.

  Physical Demands

  
  Standing: Frequently (33-66%)
  Sitting: Constantly (>66%)
  Walking/Running: Frequently (33-66%)
  Bending/stooping: Occasionally (
  Reaching/twisting: Occasionally (
  Lifting/pushing/pulling: Occasionally (up to 50 lbs) (
  Hearing: Constantly (>66%)
  Talking/shouting: Constantly (>66%)
  Seeing: Constantly (>66%)

  
  
  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• About the company

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