Experience Lead

Sloomoo Institute; New York (NY); On-site; USD 52,000 - 76,000; Full time

Job summary

The Experience Lead at Sloomoo Institute is a hands-on, guest-facing floor leader who keeps the energy high and the experience welcoming across all zones.

Reporting to the AGM/GM, you coach hourly staff, monitor standards, resolve issues calmly, and help deliver memorable visits. You champion accessibility, safety, and the brand values while supporting events and group visits.

You also contribute to training and reporting daily insights to leadership.

Qualifications

• Experience in operational management within a guest-facing operation such as hotels, restaurants/F&B, entertainment venues, museums, or live events.
• Excellent time management and organizational skills.
• Excellent communication skills and a friendly, approachable manner with staff across the organization.
• Ability to engage colleagues diplomatically, with firmness where necessary.
• Knowledge of Microsoft Office, Google Suite, Slack, and project management systems.

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, reporting to leadership on staff coaching opportunities.
• Develop and maintain excellent working relationships with relevant leadership teams.
• Champion accessibility requirements including training and site delivery improvements.
• Represent the guest Experience team in meetings and committees as assigned.
• In collaboration with the GM, control labor spend to maintain FOH labor budgets and standards.
• Support marketing via videos, pictures, stories, etc.
• Report issues with written incident reports at shift end.
• Assist Manager on Duty in delivering top-tier birthday parties, events, and group visits.
• Lead by example to uphold expected team behavior.
• Monitor team needs and provide training and breaks when necessary.
• Ensure 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.

Skills

Guest-facing operations

Staff coaching

Time management

Communication

Problem solving

Diplomacy

Microsoft Office

Google Suite

Slack

Project management tools

Tools

Microsoft Office

Google Suite

Slack

Project management tools

Job description

About Sloomoo

Sloomoo celebrates joy through an interactive experiential world, focused on slime, hands-on play, and all things #satisfying. Sloomoo launched in October of 2019 with an immersive 12,000 square-foot experience in Soho, NYC, where hand-crafted, artisanal slime (dozens of textures and the most delicious scents), soothing ASMR, and wondrous delights (you can slingshot slime, walk on slime, design your own slime, and more) converge with glossy, contemporary design.

About Sloomoo

Sloomoo celebrates joy through an interactive experiential world, focused on slime, hands-on play, and all things #satisfying. Sloomoo launched in October of 2019 with an immersive 12,000 square-foot experience in Soho, NYC, where hand-crafted, artisanal slime (dozens of textures and the most delicious scents), soothing ASMR, and wondrous delights (you can slingshot slime, walk on slime, design your own slime, and more) converge with glossy, contemporary design.
Sloomoo’s universe has expanded - there are now a total of 7 Institutes (NYC, LA, Houston, Chicago, Atlanta, Charlotte, Washington DC) and two MiniMoos (Boston, Philadelphia) with more to come.
MiniMoos are smaller than the Institutes but packed with as much color, surprise, and play.
The brand has been featured in People Magazine, Vogue, the Today Show, the Kelly Clarkson Show, the Tamron Hall Show, Forbes, INC, and more.
The mission: Deliver joy, whether you’re a kid or kid-at-heart.

Position Summary

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 :

• Joy – Joy is our DNA. We spark wonder, play, and creativity in everything we do.
• Accountability – We own it. Every action, every result—our name is on it.
• Collaboration – Joy happens when we create together. We rise as one team.
• Innovation – We push limits, dream big, and turn bold ideas into reality.
• Inclusivity – Everyone belongs. Every voice matters.
• Resilience – We pivot, solve, and grow stronger through every challenge.
• Excellence – Good isn’t enough. We obsess over the details that make greatness.

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.

Qualifications

• 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.

Inclusivity Commitment

Sloomoo Inc. is a company that respects and welcomes the uniqueness of each employee and offers everyone the means to find their place and thrive. We are committed to equal employment opportunities, career development opportunities and promoting initiatives aimed at creating a culture that is meaningful, innovative and successful.Sloomoo Inc. does not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, status as a protected veteran, status as an individual with neurodiversity or a disability or other applicable legally protected characteristics.