HUB Operations & Training Manager

Hayward Holdings Inc. (NYSE "HAYW") is the largest manufacturer of residential swimming pool equipment in the world, with a significant presence in the commercial pool market that is continuously growing. Hayward designs, manufactures, and markets a full line of residential and commercial pool and spa equipment including pumps, filters, heating, cleaners, salt chlorinators, automation, lighting, safety, flow control, and energy solutions at our company-owned facilities. Headquartered in Charlotte, North Carolina, Hayward also has facilities in Tennessee, Arizona, and Rhode Island as well as Canada, Spain, France, Australia, and China.  

This role is based in our new Tampa, FL, HUB facility, which provides customers in the extended market area with hands-on training, quick-access parts supply, and other types of support.  

Our new Tampa HUB is dedicated to delivering exceptional customer support through rapid parts fulfillment, hands-on training, and customized service programs. As the HUB Operations Manager, you will lead these efforts, focusing on operational efficiency, customer satisfaction, and strategic support for Hayward’s market expansion in the region. 

Customer & Employee Training Program 
Develop and lead training programs that equip both customers and Hayward employees with in-depth knowledge of our products, emphasizing practical skills in installation, troubleshooting, and repair. This includes: 

• Conducting and coordinating training sessions in various formats (classroom, in-field, webinars) with support from the local and regional teams. 
• Creating engaging training content in partnership with cross-functional departments to meet market needs. 

Inventory Management & Local Parts Supply 
Manage local inventory to ensure the availability of essential parts for timely repairs, including: 

• Collaborating with corporate contacts to set and adjust the optimal stocking plan. 
• Overseeing efficient parts fulfillment, offering both shipping and local pickup options for customers. 

Local Dispatch Program for Key Partners 
Lead the dispatch service for top-tier builders and dealers, ensuring quick response times by: 

• Partnering with authorized service centers and coordinating resources to resolve service requests efficiently. 
• Providing a streamlined, positive customer experience through regular communication and timely issue resolution. 

Additional HUB Support Initiatives 
Support Hayward’s local growth through various customer-focused initiatives, including: 

• Overseeing the Mobile Technology Vehicle (MTV), ensuring it is well-maintained and stocked with relevant products. 
• Assisting in outreach efforts to inform customers about new products, events, and training opportunities. 

Required 

• 3+ years in a customer support, technical support, operations, or training role within the pool industry. 
• Proven organizational skills with experience managing multiple concurrent tasks and priorities. 

Preferred 

• 3+ years as a Hayward employee with a deep understanding of company products and procedures. 
• Experience conducting large-group or hands-on training sessions for technical or product-focused topics. 
• Experience in operational or logistical management, ideally in a HUB or customer service setting. 

Technical Skills 

• Proficiency in CRM platforms (Salesforce preferred) to manage customer interactions and track training sessions and support requests. 
• Experience with ERP platforms (D365 preferred) for inventory management, part tracking, and fulfillment processes. 
• Strong computer skills, especially in MS Office, managing schedules, reports, and communication materials. 

Travel Requirement 

• Some travel within the extended market area (15-20%). 

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