Guest Experience Lead

Sloomoo Institute; Charlotte (NC); On-site; USD 52,000 - 68,000; Full time

Job summary

Sloomoo Institute is seeking an Experience Lead to act as a hands-on, guest-facing floor leader across our Charlotte site, guiding 30–40 hourly team members and coaching staff to deliver exceptional experiences. You’ll work with the AGM/GM, ensure program standards, and report daily insights to management.

Key duties include leading by example, maintaining accessibility, collaborating with leadership, and helping manage labor budgets while supporting marketing efforts and events.

Qualifications

• Experience of operational management within guest-facing operations (required).
• Excellent time management and organizational skills.
• Excellent communication and approachable manner with staff.
• Diplomatic engagement with colleagues; firmness when needed.
• Knowledge of Microsoft Office, Google Suite, Slack, and project management tools.
• Energetic, perceptive, confident problem solver with a sense of humor.
• Minimum age: 18 years.

Responsibilities

• Act as shift leader when AGM/GM are offsite; manage 30-40 hourly team members.
• Oversee presentation and experience standards across the site.
• Deliver and elevate guest experiences; troubleshoot calmly.
• Support and coach teams; report daily insights to management.
• Maintain relationships with leadership teams; accessibility commitments.
• Represent guest Experience team in meetings; assist with labor budgets.
• Support marketing via videos, photos, stories; document incidents.
• Lead birthday parties, events, and group visits; train and support staff.
• Ensure safety is prioritized; stay energized and authentic.

Skills

Operational management

Time management

Communication

Diplomacy

MS Office

Google Suite

Slack

Project Management

Tools

Microsoft Office

Google Suite

Slack

Project Management systems

Job description

Sloomoo Institute is seeking an Experience Lead to act as a hands-on, guest-facing floor leader across our Charlotte site, guiding 30–40 hourly team members and coaching staff to deliver exceptional experiences. You’ll work with the AGM/GM, ensure program standards, and report daily insights to management.

Key duties include leading by example, maintaining accessibility, collaborating with leadership, and helping manage labor budgets while supporting marketing efforts and events.