Experience Lead in New York, New York at Sloomoo Institute LLC

About Sloomoo Institute

Sloomoo Institute is a rapidly growing interactive experience based on play, #satisfying through handmade slime, tapping into the senses, and ASMR. We are an art-inspired, immersive haven of color, design, and joy. Launched in 2019, Sloomoo Institute now has 5 locations and has been an enormous success, attracting over 1 million guests and billions of media impressions. Our fifth location opened in LA, September 2024, and is already exceeding all expectations. With more domestic and international growth on the near horizon, the future is very bright. Even more, slime play is known to support stress relief as much as it does your imagination! Driven by a mission to provide a reprieve from the chaos of the world and screen addiction, the brand has close ties to mental health non-profits and a dedication to inclusion as well as supporting neurodiversity through our experience and our workforce.

Position Summary

The Experience Lead works in conjunction with the Experience Manager and plays a leading role in the daily operation and management of Sloomoo Institute creating an inclusive culture and a warm welcome for our guests, volunteers and staff. The Experience Associate will be confident in managing people and projects. They will bring a positive and empowering attitude to the team, and their motivating approach will ensure delivery to a high standard across the site. They will be able to work with a range of different stakeholders and demonstrate flexibility and a proactive and diplomatic approach to problem-solving.

Responsibilities:

• The Experience Lead in partnership with Experience Managers assumes overall leadership of the guest experience, line management of the team (10-20 members per shift), and responsibility for creating an exceptional experience for all guests.
• Take personal responsibility for presentation and experience standards across the site.
• 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 Experience Manager control labor spend to ensure we are maintaining front of house (FOH) labor budgets to set standard.
• Work closely with the production team to support the needs of our guests.
• 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.

Inclusivity Commitment:
Sloomoo Institute 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 Institute 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.