General Manager

iFLY Careers • Ashburn, VA

18d

About The Position

The General Manager leads iFLY’s facility operations and team, with responsibility for growing revenue, maintaining a safety-first culture, delivering an exceptional customer experience, and meeting or exceeding the tunnel’s EBITDA budget. The role manages day-to-day operations, staffing and schedules, inventory, reporting, venue presentation, customer service, and business growth across group events, STEM programs, and other specialty areas. The General Manager uses local market knowledge and community partnerships to strengthen revenue and long-term results, monitors financial performance and KPIs, and works to maximize profitability.

The General Manager leads and develops the facility’s leadership team and employees, including the Operations Manager, Lead Instructor, Instructors, Customer Service Representatives, Keyholders, and STEM Educators. The role recruits, hires, trains, develops, and performance-manages team members; supports continuous improvement; and collaborates with the Operations Manager, Lead Instructor, and Regional Director on safety, financial, customer, and employee performance. The position also enforces safety standards, conducts audits and inspections, ensures ongoing safety training, and responds to safety concerns and incidents.

Requirements

• 3–5 years of proven success as a General Manager in a customer-facing industry, with direct P&L ownership.
• Proven ability to drive profitability while maintaining safety standards and positive customer and team-member experiences.
• Proficiency in monitoring business metrics and developing plans to address performance gaps.
• Proven inclusive leadership and excellent communication skills, including the ability to convey objectives and visions and inspire and guide a diverse team.
• Strong strategic-thinking and decision-making abilities in partnership with senior company leadership.
• Demonstrated success in addressing complex customer issues while considering effects on customers, employees, and financial outcomes.
• Effective critical-thinking skills to address issues promptly and effectively.
• Experience in talent acquisition, team development, and training, including conducting performance-driven meetings and managing employee recognition and accountability programs.
• Ability to delegate tasks and define roles with a focus on efficient execution, clarity, and accountability.
• Strong commitment to safety and a proven history of enforcing safety standards.
• Bachelor’s degree from an accredited university.

Responsibilities

• Lead daily facility operations with an owner/operator mindset, driving operational excellence and team performance.
• Oversee the day-to-day operation of the facility and ensure activities are executed efficiently.
• Ensure the tunnel is fully staffed and create and manage daily flight and staff schedules.
• Manage inventory and order supplies to maintain operational readiness.
• Maintain daily reporting, including payroll and operational reports.
• Keep the venue clean, well-maintained, and presentable inside and outside.
• Grow group events, STEM programs, experience flyers, and other specialty business areas.
• Model and train the team in sales and guest service skills to deliver excellent experiences and encourage repeat business.
• Analyze financial results, KPIs, and P&L statements to maximize profitability.
• Use local market knowledge and community partnerships to strengthen revenue and long-term results.
• Lead the leadership team’s daily operations and inspire employees to develop and reach their potential.
• Collaborate with the Operations Manager, Lead Instructor, and Regional Director to meet or exceed safety audits, EBITDA budget, Net Promoter Score, employee turnover, instructor productivity, and customer referrals.
• Recruit, hire, train, develop, and performance-manage team members.
• Define, implement, and support continuous improvement processes to enhance operational efficiency.
• Uphold and enforce safety guidelines and standards for employees and customers.
• Conduct regular safety audits and inspections to identify and mitigate potential hazards.
• Ensure comprehensive, ongoing training in safety protocols and emergency response procedures.
• Respond promptly and thoroughly to safety concerns and incidents.

Benefits

• Competitive salary and performance bonus opportunities
• Medical, dental, vision, and supplemental plans
• Paid time off (PTO)
• Parental leave
• Company holidays
• 401(k) retirement investment
• Employee Assistance Programs, including face-to-face counseling, financial coaching, legal counseling, and mediation services
• Tuition reimbursement
• Referral bonus program
• Team-member discount on retail merchandise and flight packages
• Free flight time for team members and family
• Ongoing training and development program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager