Lead Ambassador

Museum of Ice Cream • Chicago, IL

9h • Onsite

About The Position

Museum of Ice Cream is an inclusive & immersive brand, designed to captivate your sweetest fantasy and sugar-filled daydreams online and IRL. At Museum of Ice Cream, we invite you to believe in the magic of creativity, to remind you that inclusive spaces do exist, and to show you that childlike wonder is worth savoring. In our world, ice cream is the agent of change and the vehicle to ignite the creative spirit that lives in all of us. Fueled by the power of imagination, MOIC is a universe of possibilities with tons of room for you to explore. As the Lead Ambassador, you provide leadership and mentorship to your team, fostering accountability and continuous improvement while serving as a bridge between team members and management. You ensure a safe, clean, and organized environment by enforcing safety protocols and mentoring teams in maintaining operational efficiency. You prioritize guest experience through leading by example, training your team in effective communication and handling escalations professionally. Through strong sales leadership, you drive revenue growth, uphold high standards in product promotion and guest interactions all in alignment with company culture and values.

Requirements

• 2+ years of experience in a leadership role within customer service, retail, or entertainment environments.
• Proven ability to manage high-volume guest flow and deliver real-time training and support.
• Strong problem-solving skills and ability to handle guest escalations.
• Flexibility to work various shifts, including weekends, evenings, and special events.

Nice To Haves

• Experience in managing both service and performance teams.
• Experience in performance, acting, or entertainment, ideally in a guest-facing or interactive environment.

Responsibilities

• On shift, you are responsible for managing guest flow across ticketing, retail, ice cream and treat delivery, and ensuring that all service aspects run smoothly.
• Adjust daily staffing strategies in real-time to manage guest needs and traffic flow.
• Work closely with the Floor Managers to ensure smooth transitions between service and entertainment; supplies and inventory; bar/cafe and shop/retail operations.
• Provide real-time feedback and training to the Service & Show Team, ensuring high-quality service, guest satisfaction, and alignment with museum standards.
• Ensure team members are cross-trained on basic performance support, allowing for collaboration with the Show & Service Teams during peak times.
• Remediate guest service issues in real time, escalating complex problems to the Floor Managers as needed.
• Ensure the Service & Show Teams are trained on how to handle and escalate guest complaints.
• Lead core operations of VIP and special event setups, ensuring smooth coordination between ticketing, retail, and bar/cafe delivery.
• Collaborate with the Floor Managers to ensure daily reporting & communication regarding team performance, guest feedback, and operational challenges.
• Identify and execute sales strategies to increase revenue or promotional events/retail.

Benefits

• Competitive pay and benefits package including health, dental, and vision.
• Ability to grow within the company.
• Annual performance review and bonus opportunity
• Annual pink-tie themed event with a plus-one option.
• Unlimited ice cream and significant discounts on retail products
• Complimentary museum tickets for friends and family.
• Flex Day: A sweet bonus day off to pause, play, or rest — whatever fills your cone.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees