Assistant General Manager

Original X Productions•New York, NY

13d•$70,000 - $80,000•Onsite

About The Position

Original X Productions is bringing The FRIENDS Experience to life in New York. To support this immersive attraction, OGX is seeking an Assistant General Manager to help lead a world-class team in delivering an unforgettable guest experience. This location features interactive set recreations, behind-the-scenes insights, and exclusive merchandise, offering fans a chance to step into the world of FRIENDS. As the Assistant General Manager, you will support all aspects of Friends Experience New York, partnering closely with the General Manager to execute staffing plans, recruitment and hiring, training, vendor coordination, and daily operational flow. You will play a key role in ensuring operational excellence, maintaining the physical space, and delivering a best-in-class Guest experience. This role is focused on execution and daily operations, partnering closely with the General Manager who maintains overall ownership of business performance and strategy.

Requirements

Demonstrated 3–4+ years of leadership experience in a revenue-generating hospitality, entertainment, or retail environment
Experience supporting hiring, training, and development of operational teams
Strong understanding of shift-based labor scheduling and operational workflows
Proven ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities
Strong communication skills, both verbal and written
Highly organized, detail-oriented, and able to multitask effectively
Maintains composure under pressure and operates with a solutions-oriented mindset
Provide hands on leadership by working alongside team members, modeling expected behaviors, and driving accountability through example
Ability to work weekends, holidays, and flexible schedules as needed

Responsibilities

Support the General Manager in overseeing the overall on-site operations for Friends Experience New York, ensuring operations run efficiently and within budget
Lead and support teams in executing daily operations, providing guidance, coaching, and support while fostering a positive and accountable team environment
Support the recruitment, interviewing, and hiring of operational staff and vendors including experiential teams, box office, show services, and other key roles
Demonstrate a strong understanding of labor scheduling models, ensuring appropriate staffing levels while balancing operational needs and team member experience
Oversee on-site day-to-day operations including ticketing, POS management, attraction operations, guest services, retail, cafe, security, custodial services, on-site marketing, groups & events, photo operations, and overall guest flow
Support the show services team in maintaining the physical space, including routine maintenance, touch-ups, and ensuring a consistent, high-quality guest environment
Assist in managing inventory including staff uniforms, cleaning supplies, and operational materials
Ensure compliance with all company policies, procedures, and health and safety protocols to maintain a safe and clean environment for guests and team members
Respond to guest concerns and complaints with professionalism, ensuring timely resolution and a positive guest experience
Serve as the primary point to support vendor coordination and maintain strong working relationships with third-party partners
Follow and support preventative and corrective maintenance programs for the attraction, including light hands-on maintenance as needed
Partner with the General Manager and cross-functional corporate teams including operations, revenue, marketing, tech services, finance, HR, and creative to support business objectives
Promote a culture of safety, accountability, and continuous improvement in a flexible and fast-paced environment
Serve as a Manager on Duty (MOD) for select shifts