Job Description: Coastal Market Leader – Wilmington
Position: Coastal Market Leader
Location: Wilmington, NC + Surrounding Coastal Communities
Reports To: Senior Director of Service / VP of Operations
Department: Operations & Service
Status: Full-Time
Position Overview
The Coastal Market Leader is the primary operational and relationship leader for AquaTech Pool Management in the Wilmington market. This role is responsible for overseeing day-to-day service delivery, managing key accounts, leading seasonal and full-time service teams, and running routine service routes as needed. As the face of AquaTech in the coastal region, the Market Leader ensures exceptional customer service, operational excellence, and consistent brand representation.
This person will also play a critical role in expanding AquaTech’s footprint—identifying growth opportunities, nurturing relationships with HOAs, property managers, country clubs, and supporting new business development efforts across the coastal market.
Pool industry experience is a plus, but a strong background in service leadership, account management, and operational execution is essential.
Key Responsibilities
Account Management & Client Success
- Serve as the primary point of contact for all Wilmington-area clients, including HOAs, community managers, and club leadership.
- Conduct regular site visits to ensure facilities meet AquaTech service and safety standards.
- Resolve client concerns promptly and professionally, escalating issues as needed.
- Proactively build long-term relationships and reinforce AquaTech as a trusted partner.
Operational Leadership
- Lead and support service technicians, lifeguards, attendants, and seasonal personnel across all Wilmington locations.
- Oversee completion of daily, weekly, and seasonal service tasks, including water chemistry, facility cleanliness, repairs, and safety compliance.
- Run service routes as needed to support team coverage, seasonal demands, or new account ramp-ups.
- Ensure all work is completed in accordance with county health codes, safety guidelines, and internal quality standards.
Growth & Territory Expansion
- Identify new business opportunities within the Wilmington and coastal markets.
- Support proposal development, walkthroughs, and presentations for prospective clients.
- Partner with leadership to execute market-level growth strategies and meet annual revenue and retention goals.
- Strengthen AquaTech’s brand reputation through community engagement, networking, and industry relationships.
People Leadership & Development
- Train, coach, and mentor local team members to uphold AquaTech’s customer service and operational excellence standards.
- Play a key role in seasonal hiring, onboarding, scheduling, and performance management.
- Promote a culture of safety, teamwork, and continuous improvement.
Administrative & Reporting
- Maintain accurate documentation of service visits, work orders, incident reports, and chemical logs.
- Monitor inventory and ensure timely ordering of supplies, equipment, and chemicals.
- Support budgeting, forecasting, and weekly KPI reporting for the Wilmington market.
Qualifications
Required
- 3+ years of experience in service operations, field service, customer success, or similar leadership roles.
- Strong relationship-building and communication skills.
- Ability to lead teams, manage client expectations, and solve operational challenges.
- High level of accountability, professionalism, and follow-through.
- Willingness to run service routes and perform hands-on work as part of daily responsibilities.
- Valid driver’s license and clean driving record.
- Ability to work early mornings, some weekends, and a seasonal schedule.
Preferred
- Experience in the pool, facilities, property management, or hospitality industry.
- Knowledge of pool systems, water chemistry, and health code compliance (training can be provided).
- CPO certification (or willingness to obtain).
What Success Looks Like
- High client satisfaction and retention across the Wilmington portfolio.
- Smooth, consistent service operations and strong team performance.
- Growth of the coastal territory through new accounts and expanded services.
- A professional, respected AquaTech presence in the Wilmington community.
About AquaTech Pool Management
AquaTech is the Carolinas’ leader in commercial pool management, repairs, and renovation services. We focus on safety, customer service, and operational excellence while building strong partnerships with HOAs, communities, and country clubs. Our mission is simple: Delivering peace of mind, one pool at a time.