Vice President, Operations & Experience
About The Position
The Vice President, Operations & Experience, is the senior-most leader responsible for how the Sloomoo interactive experience performs, scales, and evolves across all locations and digital channels. This role owns the long-term health of the experience, balancing guest joy, team experience, and financial performance as the company grows. Reporting to the Co-Founders, the VP sets the vision and standards for how Sloomoo’s interactive experience comes to life from in-venue moments to ecommerce touchpoints and ensures the organization, leadership structure, and operating model are built to support that vision. This role leads through senior operators rather than direct execution and is accountable for enterprise-level outcomes. The VP partners closely with the Senior Director, Operations & Experience, the VP of HR, Marketing, and Finance to ensure the interactive experience is delivered consistently today while being intentionally designed for tomorrow. 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
- 12+ years of progressive operations leadership experience, ideally in hospitality, experiential retail, entertainment, or other guest-centric environments.
- Proven success leading multi-location, multi-channel businesses as they grow and evolve.
- Strong ownership of business performance, including P&L, revenue strategy, margins, and long-term planning.
- Experience setting operational direction and standards that scale while preserving a high-quality, immersive guest experience.
- Strong executive judgment with the ability to balance experience quality, financial outcomes, and organizational capacity.
- Track record of leading and developing senior operational leaders, including Directors and General Managers.
- Data-driven leader with experience using enterprise KPIs to evaluate performance, identify trends, and drive strategic decisions.
- Deep experience partnering cross-functionally with HR, Finance, Marketing, Retail, E-commerce, and Experience teams at the executive level.
- Proven ability to lead through influence, clarity, and accountability rather than hands-on execution.
- Comfortable operating in ambiguity and growth, with experience guiding organizations through scale, change, and evolution.
- Willingness to travel as needed to stay connected to the field, teams, and guest experience.
- Strong alignment with Sloomoo’s values, including a commitment to inclusion, accessibility, creativity, and delivering joyful, meaningful experiences at scale.
Responsibilities
- Own the long-term vision for the Sloomoo interactive experience across all Institutes, MiniMoos, and ecommerce
- Define what is non-negotiable about the guest experience as the brand scales, and where flexibility is appropriate
- Ensure the interactive experience remains joyful, inclusive, accessible, and unmistakably Sloomoo across all touchpoints
- Make recommendations on experience and operational tradeoffs to protect brand integrity and guest impact
- Implement marketing and product initiatives within the experiences and offsite promotions
- Lead performance across Sloomoo experiences, balancing guest experience, team experience, and long-term financial health
- Manage teams to achieve revenue, profitability, and performance expectations for tickets, retail, and events in close partnership with Finance and executive leadership
- Guide pricing, capacity, labor models, and cost structures to support a high-quality, interactive experience and sustainable growth
- Review KPI’s across the experience and hold general managers, senior leaders accountable, adjusting course as needed without compromising guest or team experience
- Maximize profitability with a focus on best-in-class hospitality and guest experience coupled with operating efficiencies.
- Balance inventory levels, production costs and shipping costs while maintaining guest satisfaction
- Own operational strategy and performance across multiple Sloomoo locations
- Lead, develop, and hold accountable General Managers and senior operational leaders to deliver on guest satisfaction and profitability metrics
- Establish pre-opening SOPs and create a team of talent to lead experience openings
- Serve as a joint escalation point for complex leadership and people-related matters
- Co-own workforce with VP of HR in labor strategy to have strong people planning to support revenue goals, busy seasons, and growth moments
- Stay aligned on performance expectations, leadership accountability, and team development
- Step in together on complex leadership or people issues when needed
- Ensure operational readiness for peak seasons, promotions, and growth phases
- Establish scalable systems, SOPs, and playbooks to support company’s North American expansion
- Maintain strong field presence through regular site visits and leadership engagement
- Ensure operational, safety, and compliance standards are met across venues and e-commerce operations
- Oversee incidents follow-up and risk mitigation in partnership with HR, Finance, and Legal as needed
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
