Experience Lead

Sloomoo Institute LLC•New York, NY

3d•Onsite

About The Position

The Experience Lead is a hands-on, guest-facing floor leader who helps bring the Sloomoo experience to life every day. Working closely with the Assistant General Manager (AGM) and General Manager (GM), this role provides real-time support, coaching, and oversight of the hourly team while driving service excellence across every station. This is not a behind-the-scenes role. The Experience Lead is present, energized, and leading by example—from guiding guests with enthusiasm to training Slimetenders, ensuring breaks, addressing challenges, and reporting daily insights to management. You will be key to upholding Sloomoo’s values: 1. Joy – Joy is our DNA. We spark wonder, play, and creativity in everything we do. 2. Accountability – We own it. Every action, every result—our name is on it. 3. Collaboration – Joy happens when we create together. We rise as one team. 4. Innovation – We push limits, dream big, and turn bold ideas into reality. 5. Inclusivity – Everyone belongs. Every voice matters. 6. Resilience – We pivot, solve, and grow stronger through every challenge. 7. Excellence – Good isn’t enough. We obsess over the details that make greatness.

Requirements

Experience of operational management within a guest-facing operation including hotels, restaurants/food & beverage, entertainment operations, museums, live events or similar (required).
Excellent time management and organizational skills.
Excellent communication skills and a friendly and approachable manner with staff from across the organization, ensuring good working relationships.
Ability to engage with colleagues in a diplomatic manner, with firmness where necessary.
Knowledge of Microsoft Office, Google Suite, Slack, Project Management systems.
Energetic, perceptive, confident problem solver with a good sense of humor.
Able to problem solve in a fast-paced environment.
Minimum age: 18 years.

Responsibilities

Act as the shift leader when AGM/GM are offsite or focused elsewhere; manage 30-40 hourly team members on shift.
Take personal responsibility for presentation and experience standards across the site.
Deliver and elevate guest experiences across all zones; troubleshoot issues quickly with a calm, joyful tone
Continually support and challenge the teams to maintain and improve the overall experience, championing developments that have a positive impact on the visit. Communicate with leadership regarding staff coaching opportunities.
Develop and maintain excellent working relationships with relevant leadership teams.
Champion all requirements relating to accessibility including physical facilities and staff training, and delivery and improvements across the site.
Represent the guest Experience team in meetings and committees as assigned.
In conjunction with the General Manager, control labor spend to ensure we are maintaining front of house (FOH) labor budgets to set standards.
Support marketing efforts through videos, pictures, stories etc.
Report any issues, including written incident reports at the end of the shift.
Support the Manager on Duty on delivering top of the class birthday parties, events & groups visits.
Lead by example displaying the expectation of the team through your actions.
Aware of the needs of the team and providing training, support, breaks when necessary.
Ensure that safety is the top priority at all times.
You’re smiling, being authentic - even when guests may not be around!
Other responsibilities as assigned by managers.