Experience Lead

Job Description

Job Description

Job Title: Experience Lead

Reporting to: Assistant General Manager

Job Type: Full Time (Hourly Non-Exempt) (availability to work nights and/or weekends a must)

About Sloomoo Inc.

Sloomoo Inc. is an interactive experience, based on slime and all things #satisfying. Founded in late 2019 by two best friends who found slime healing during difficult times, the mission of the company is to deliver joy. Playing with slime taps into four of the five senses: it's visually mesmerizing; it smells delicious (Sloomoo slimes are hand-made and scented); it offers soothing ASMR sounds; and it feels both relaxing and playful.

The environment is made for digging in with your hands and getting off of your screens, whether you're a kid or a kid-at-heart. A finalist of Fast Company's Innovation by Design Award, the design of Sloomoo is glossy, contemporary, and accessible.

There are five locations - New York, Atlanta, Chicago, Houston, and Los Angeles - with more on the way. Mission driven, the brand supports mental fitness through a partnership with the Goldie Hawn Foundation's MindUP and is committed to neurodiverse inclusivity (the aim is for 10% of the workforce to be neurodiverse, including people who bring job coaches to work).

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: Innovation | Joy | Inclusivity | Resilience | Accountability

Key Responsibilities:

• Act as the shift leader when AGM/GM are offsite or focused elsewhere; manage 10–20 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.

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.