Program Support Assistant Jobs in Hamilton, ON (NOW HIRING)

Job Summary

The Assistant General Manager (AGM) supports the General Manager (GM), Regional General Manager (RGM), and Owner in leading the team, upholding Aqua-Tots Core Values and brand standards, and ensuring operational excellence. As the primary leader in the absence of the GM, RGM, or Owner, the AGM plays a key role in team accountability, problem-solving, and day-to-day execution.

This is a hands-on, all-hands-on-deck leadership role in a fast-paced, high-energy environment. The successful candidate will lead by example, develop strong knowledge of both Client Care and Aquatics operations, and be willing to jump in wherever needed to support families, team members, and school operations. Success in this role requires patience, sound judgment, attention to detail, adaptability, and the ability to remain calm and effective when priorities shift quickly.

A flexible schedule is essential, including regular evening and weekend availability, as these are critical operating hours. The AGM must be present during peak times to support the team, maintain service excellence, and help deliver an outstanding experience for every family who walks through our doors.

Responsibilities

• Leadership & Culture
• • Model and uphold Aqua-Tots Core Values in all team member and customer interactions
  • Support the GM in building and maintaining a positive, high-performing team culture
  • Actively participate in weekly and quarterly meetings, and team building initiatives as required
  • Manager-on-Duty during peak periods
• Operations
• • Be knowledgeable in order to be able to oversee daily school operations to ensure brand consistency and quality standards
  • Ensure school safety protocols are followed by all team members
  • Support oversight of the pool, pump room, and overall facility cleanliness and presentation
  • Review incident reports and escalate to other personnel within the leadership team when necessary
  • Provide input and monitor team member schedules, attendance, shift coverage, and team communication
  • Uphold uniform and appearance standards
  • Support external activities (e.g. Parent & Child Expo, community safety events)
  • Participate in the preparation and delivery of quarterly in service for both Client Care and Aquatics
  • Schedule to include multiple evening and weekend shifts on a weekly basis
• Sales & Customer Experience
• • Engage with families to promote retention, enrollment, and positive feedback loops.
  • Support lead tracking and conversion efforts within Client Care
  • Assist in responding to customer service concerns and resolving escalated issues
  • Assist in managing lead follow-up, conversions, and customer withdrawals
  • Help educate customers on the Aqua-Tots “Learn to Swim” program
  • Assist in implementing and tracking sales goals and incentive plans
• Team Member Development
• • Support recruiting, interviewing, hiring, and onboarding processes
  • Assist in maintaining training platform accuracy (profiles, certifications, reporting)
  • Conduct Client Care team member coaching sessions and assist with Aquatic team evaluations as required
  • Support performance reviews as required
  • Monitor team certifications and ensure compliance
  • Assist with documentation of disciplinary action when required
• Administrative & Financial Support
• • Assist GM with payroll review and reporting
  • Help maintain POS system accuracy (customer profiles, reporting, class scheduling, and enrollment transitions).
  • Support inventory management for retail and facility needs
  • Assist in tracking key performance indicators and labor projections

Qualifications

• 2–5 years of leadership or management experience in customer service, hospitality, retail, recreation, or a related field preferred
• Previous experience supervising, coaching, and developing team members in a fast-paced environment
• Strong leadership and interpersonal skills with the ability to motivate and support a high-performing team
• Excellent verbal and written communication skills in English, with French as an asset
• Strong conflict resolution and problem-solving abilities
• Demonstrated ability to provide exceptional customer service and professionally manage escalated concerns
• Strong organizational skills with the ability to prioritize multiple tasks and responsibilities simultaneously
• Ability to work independently while also collaborating effectively with leadership and team members
• Comfortable making decisions and exercising sound judgment in operational situations
• Proficiency in Microsoft Office Suite and ability to learn internal software systems and reporting platforms
• Ability to maintain professionalism, confidentiality, and accountability in leadership responsibilities
• Passion for working with children, families, and team members in a community-focused environment
• Flexible availability including evenings, weekends, and special events as required
• Current Standard First Aid with CPR-C and AED Certification (or willingness to obtain) preferred
• Bilingualism (English/French) considered an asset

Perks

• Benefits
• EAP
• Free Parking
• Food (snacks)