Experience Manager

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 Manager will play a lead role in the daily operation and management of Sloomoo Institute - Los Angeles, creating an inclusive culture and a warm welcome for our guests, volunteers and staff. The Experiences Manager will be confident in managing people, projects and budgets, and will know when to delegate and when to take ownership. 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. The Experiences Manager will take the lead on the planning and delivery of certain work streams, ensuring that the General Manager is kept informed and involved in key decision making.

Responsibilities:

• Overall leadership of the guest experience, line management of the Experience Management team (staff of 10-20 team members per shift), and responsibility for creating an exceptional experience for all guests.
• Take personal responsibility for presentation standards across the site, working closely with relevant departments to agree remedial works and continuous improvement.
• Strategic development of the guest experience, including future resourcing priorities for ticketing & admission, and the permanent and flexible/seasonal team members.
• Continually support and challenge the teams to maintain and improve the overall experience, championing developments that have a positive impact on the guest experience.
• Provide team members with coaching/progressive disciplinary action as necessary.
• Benchmark Sloomoo Institute against other comparable guest Experiences and ensure the adoption of best practices as well as operational efficiencies.
• 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.
• Strategic overview of signage and messaging across the whole site, responding to new ideas and improvements.
• Experience with creating and managing shift schedules and scheduling software.
• Work closely with the marketing team to deliver local strategies and ensure that they are in line with the Sloomoo Brand.
• Provide leadership and line management to the Sloomoo Experience team, ensuring that resourcing is planned for new developments/unique events (parties, group sales and buyouts, etc.), and staffing is managed across the site.
• Support all operational departments to regularly review their working practices and seek improvements to reduce the likelihood of accidents.
• Lead quarterly Health & Safety Committee meetings, attended by representatives of all departments.
• Collaborate with local businesses to ensure a diverse and neurodiverse workforce.
• Being a source of consistency during high pressure operational situation.
• Setting organized and clear expectations with team leaders and associates.
• Ensure safety is top priority at the institute.
• Adherence to company SOP's for the attraction and ensure that they are in place and employees are trained as per those SOP's & Requirements.
• Lead monthly team meetings.
• Manage employee disputes with HR representative as needed.
• Maximize guest admissions income from the forecast and work with the senior management team, setting future forecasts and budgets.
• Control Experience Labor spend to ensure we are achieving budgets.
• Manage 4 wall P&L for Experience.
• Bank drops as necessary and ongoing reconciliation of retail.
• Work closely with Production Manager/team to support needs of all guests and work with the Head of Marketing to support marketing programs, Support marketing efforts through videos, pictures, stories etc.
• Deliver and contribute to the evolution of the Sloomoo Brand.
• Other duties as assigned.

Qualifications:

• 5+ years of experience of operational management within a guest-facing operation (essential) including hotels, restaurant/food & beverage, entertainment operations, museums, live events, cruise lines, or similar.
• 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.
• Thorough knowledge of Microsoft Office, Google Suite, Slack, Project Management Systems (Asana or similar).
• Budgetary and line management experience (essential).
• Ability to prioritize the needs of the different departments.
• Ability to build and maintain strong relationships with key team members and outside partners.
• Energetic, perceptive, confident problem solver with a good sense of humor.
• Familiarity with scheduling software and payroll systems.
• This position requires prolonged periods of standing, walking, repetitive motions, arm waving, bending, kneeling, and climbing, at times while wearing a costume or uniform.
• All applicants must be able to lift up to 50 lbs.
• All qualified candidates are required to pass a criminal background check.

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.