Experience Lead: Create Playful Guest Experiences

Museum of Ice Cream; Boston (MA); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Unlimited ice cream

Stock options

Free museum tickets

Health insurance

401(k)

Job summary

Museum of Ice Cream is seeking an energetic Experience Manager to lead Show and Service Ambassadors and performers on the museum floor. You will drive guest experience, supervise daily operations, and maintain brand standards in a fast-paced environment.

Reporting to the Assistant General Manager, you will coach the team, manage staffing, and coordinate events and activations. A strong hospitality mindset and hands-on leadership style are essential.

Qualifications

• 4+ years leadership experience in hospitality, attractions, experiential venues, entertainment, or guest-focused environments.
• Ability to bend/lift heavy objects of up to 40 pounds
• Ability to stand and walk on your feet for long periods of time, up to 8 hours
• Strong passion for guest experience and hospitality leadership.
• Experience working in high-energy, fast-paced environments.
• Strong communication, organization, and leadership skills.
• Ability to work evenings, weekends, and holidays

Responsibilities

• Supervise and support the daily guest experience on the museum floor, ensuring every interaction reflects the playful spirit of the Museum of Ice Cream brand.
• Assign and manage Show and Service Ambassador station placements, ensuring staffing and coverage.
• Create and manage break schedules and ensure proper coverage.
• Provide real-time coaching and feedback to team members to maintain performance and guest engagement.
• Host daily pre-shift meetings with operational updates and team engagement.
• Assist with onboarding, training, and incident reporting.
• Monitor guest flow and assist with crowd management throughout the museum.
• Support coordination of private events and activations.

Skills

Leadership

Hospitality

Guest experience

Communication

Job description

Museum of Ice Cream is seeking an energetic Experience Manager to lead Show and Service Ambassadors and performers on the museum floor. You will drive guest experience, supervise daily operations, and maintain brand standards in a fast-paced environment.

Reporting to the Assistant General Manager, you will coach the team, manage staffing, and coordinate events and activations. A strong hospitality mindset and hands-on leadership style are essential.