Experience Lead

Sloomoo Inc•King of Prussia, PA

1d•$19 - $19

About The Position

The Experience Lead is a hands-on, guest-facing floor leader who helps bring the Sloomoo experience to life each day. Working closely with the Assistant General Manager and General Manager, the role provides real-time support, coaching, and oversight to the hourly team while driving service excellence across every station. This is an active floor role, not a behind-the-scenes position. The Experience Lead leads by example by engaging guests, training Slimetenders, ensuring breaks are covered, addressing challenges, and reporting daily insights to management. The role helps uphold Sloomoo’s values of joy, accountability, collaboration, innovation, inclusivity, resilience, and excellence.

Requirements

Experience in operational management within a guest-facing operation, such as hotels, restaurants or food and beverage, entertainment operations, museums, live events, or a similar setting (required).
Excellent time-management and organizational skills.
Excellent communication skills and a friendly, approachable manner with staff across the organization.
Ability to build good working relationships and engage diplomatically, with firmness when necessary.
Knowledge of Microsoft Office, Google Suite, Slack, and project management systems.
Energetic, perceptive, confident problem solver with a good sense of humor.
Ability to solve problems in a fast-paced environment.
Minimum age of 18 years.

Responsibilities

Act as shift leader when the Assistant General Manager or General Manager is offsite or focused elsewhere, managing 30–40 hourly team members on shift.
Take responsibility for presentation and experience standards throughout the site.
Deliver and elevate guest experiences across all zones, troubleshooting issues quickly and maintaining a calm, joyful tone.
Support and challenge teams to maintain and improve the overall experience, championing improvements to guest visits and communicating staff coaching opportunities to leadership.
Develop and maintain excellent working relationships with relevant leadership teams.
Champion accessibility requirements, including physical facilities, staff training, and delivery and improvement of accessibility across the site.
Represent the guest Experience team in meetings and committees as assigned.
Work with the General Manager to control labor spending and maintain front-of-house labor budgets to set standards.
Support marketing efforts through videos, pictures, stories, and similar content.
Report issues, including preparing written incident reports at the end of the shift.
Support the Manager on Duty in delivering birthday parties, events, and group visits.
Lead by example and demonstrate team expectations through personal actions.
Attend to team needs by providing training, support, and breaks when necessary.
Ensure safety is the top priority at all times.
Maintain an authentic, cheerful demeanor, including when guests are not present.
Perform other responsibilities as assigned by managers.