Operations and Administrative Coordinator

BLACK FIN SWIM

Stoughton and surrounding areas, MA | [email protected] | blackfinswim.com

Operations & Administrative Coordinator

Position Type: Full-Time | Remote

Hours: 35 hours per week

Compensation: $25 – $35 per hour, based on experience

Reports To: Black Fin Swim Leadership

About Black Fin Swim

Black Fin Swim is a leading aquatics program in MA, providing culturally responsive, high-quality swim instruction to children and adults. Our mission is to build water confidence, prevent drowning, and create a community where every swimmer — regardless of background — belongs. With over 2,000 families on our waitlist and a rapidly growing program, we are building the operational foundation to match the scale of our impact.

Position Overview

This is more than an administrative role — it is an operations role. We are looking for an exceptionally organized, tech-savvy, and people-centered Operations & Administrative Coordinator who will keep Black Fin Swim running with precision and heart. You will own the day-to-day systems that make our program possible: managing family communications, maintaining our waitlist and enrollment pipeline, organizing our digital infrastructure, and ensuring every family interaction reflects the warmth and professionalism our community deserves.

You are someone who thinks in systems, moves with urgency, communicates with clarity, and never lets something fall through the cracks. You know how to use technology not as a crutch but as a multiplier — reaching for the right tool whether that is TeamSnap, Google Drive, Microsoft Word/Excel Claude, Gemini, or ChatGPT, based on what the task actually demands. (We are willing to train the right person on TeamSnap).

This role is ideal for a recent college graduate who is ready to own real work, or a professional looking for flexible, meaningful hybrid employment.

Core Responsibilities

Family-Facing Operations & Customer Service

Serve as the primary point of contact for all Black Fin Swim families via phone and email — same-day responsiveness is the standard, not the goal

Answer inbound calls and make outbound calls with warmth, patience, and professionalism — this role is family-facing and tone matters

Manage all incoming family inquiries, questions, and concerns with a customer service-first mindset and clear follow-through

Send weekly family communications including enrollment updates, policy reminders, session changes, and program announcements

Represent Black Fin Swim's mission and values in every interaction — families should always feel heard, supported, and cared for

Planning and Vendor management for events

Waitlist & Enrollment Management

Own and maintain the active waitlist of approximately 2,000 families with meticulous accuracy

Proactively advance families through the enrollment pipeline in alignment with class availability and program capacity

Use TeamSnap to manage family profiles, session scheduling, enrollment status, and program notifications

Track enrollment trends and surface patterns, gaps, or bottlenecks to leadership in a timely manner

Ensure no family is lost in the process — every inquiry, every waitlist entry, and every enrollment deserves follow-through

Digital Operations & Systems Management

Maintain organized, up-to-date records across Google Drive including family files, enrollment data, communications logs, and policy documents

Build and manage shared folders, trackers, and templates that keep the team aligned and informed

Use TeamSnap to its full capability — scheduling, rosters, alerts, payment tracking, and family engagement

Identify gaps in current systems and proactively recommend tools or workflows that improve organizational efficiency

AI-Powered Efficiency

Use AI tools to accelerate and improve the quality of your work — selecting the right tool for the right task

Stay current on AI developments and bring forward new tools or use cases that could benefit Black Fin Swim's operations

Policy Development & Compliance Support

Support leadership in drafting, revising, and communicating organizational policies that protect families and the program

Distribute policy updates in plain, accessible language across all family communication channels

Ensure daily operations consistently reflect Black Fin Swim's policies, values, and safety standards

Project & Deadline Ownership

Create and manage clear timelines for recurring and one-time operational tasks

Self-manage your workload with minimal supervision — you know what needs to happen and you make it happen

Proactively flag risks, delays, or capacity issues before they become problems

Required Skills & Qualifications

Must have a personal computer and reliable high-speed internet connection

Exceptional written and verbal communication skills — clarity, warmth, and professionalism in every interaction

Superb customer service instincts — you know how to de-escalate, empathize, and resolve with grace

Highly responsive by nature — you treat unanswered messages as unfinished work

Extremely organized with the ability to manage high-volume, multi-priority workflows independently

Proficient in Microsoft Word/Excel, Google Drive, Google Docs, Google Sheets, and Google Calendar

Comfortable with or able to quickly master TeamSnap for scheduling, family management, and enrollment tracking

Demonstrated ability to use AI tools in a professional or academic context — or a clear, credible readiness to learn

Discretion and professionalism when handling sensitive family data

Some weekends will be required for seasonal events (BFS Family cookout).

Preferred Qualifications

Bachelor's degree in communications, public health, business, nonprofit management, sports administration, or a related field — recent graduates strongly encouraged

Prior experience in customer service, community-facing roles, nonprofit operations, or program coordination

Open to learning & managing (troubleshooting) TeamSnap or similar activity/class management platforms

Demonstrated use of AI tools to improve the quality or efficiency of professional work

Compensation & What We Offer

$25 – $35 per hour based on experience

Flexible hybrid schedule — 35 hours per week

Mission-driven work that directly impacts families in your community

Autonomy, ownership, and room to grow as the organization expands

A leadership team that values your ideas, your time, and your contribution

Black Fin Swim is an equal opportunity employer. We celebrate diversity and are committed to building a team that reflects the communities we serve. We conduct comprehensive background checks on all employees.

Pay: $25.00 - $35.00 per hour

Benefits:

• Employee discount
• Paid time off
• Professional development assistance

Work Location: Hybrid remote in Stoughton, MA 02072