Experience Manager at MUSEUM OF ICE CREAM in Boston, MA

About Us

Museum of Ice Cream is an inclusive & immersive brand, designed to captivate your sweetest fantasy and sugar-filled daydreams online and in real life. At Museum of Ice Cream, we invite you to believe in the magic of creativity, to remind you that inclusive spaces do exist, and to show you that childlike wonder is worth savoring. In our world, ice cream is the agent of change and the vehicle to ignite the creative spirit that lives in all of us. Fueled by the power of imagination, MOIC is a universe of possibilities with tons of room for you to explore.

The Flavor Profile

Museum of Ice Cream is seeking an energetic and hospitality-driven Experience Manager to help lead the magic on the museum floor. Reporting directly to the Assistant General Manager, the Experience Manager plays a key role in bringing the Museum of Ice Cream experience to life by leading both Show and Service Ambassadors (also known as Scoops), as well as performers, to deliver memorable guest moments.

This is a hands-on leadership role that requires strong floor presence, creativity, and operational awareness. The Experience Manager ensures that the guest journey remains engaging, playful, and fully on brand while supporting smooth daily operations and strong team performance. The ideal candidate thrives in fast-paced experiential environments and knows how to balance fun, hospitality, and operational standards while leading teams with positivity, accountability, and strong communication.

Your Day-to-Day

Guest Experience & Floor Leadership

• 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 all experiential rooms and activations are properly staffed, maintain the daily floor deployment board, tracking staffing assignments, adjustments, and coverage needs.
• Create and manage the breaker (break) schedule, ensuring employees receive required breaks while maintaining proper operational coverage.
• Maintain a high-energy and joyful environment that reflects the MOIC culture.
• Provide real-time coaching and feedback to team members to maintain strong performance and guest engagement.
• Issue coaching as needed, ensuring proper documentation and follow-up.
• Maintain employee performance tracking logs to monitor development, behavior, and performance trends.
• Track and manage attendance control logs, addressing attendance concerns.
• Assist with new hire auditions, onboarding and training
• Host daily pre-shift meetings covering operational updates, guest expectations, safety reminders, and team engagement.
• Recognize strong performance through team recognition and positive reinforcement.
• Issue and oversee completion of daily opening and closing checklists.
• Monitor guest flow and assist with crowd management throughout the museum.
• Support coordination of birthday parties, private events, and special activations.
• Assist leadership with incident reporting, operational communication, and guest issue resolution.

Food & Beverage & Retail Inventory

• Assist with oversight of Food & Beverage and Retail inventory operations.
• Monitor stock levels for ice cream, toppings, beverages, retail merchandise, paper goods, and operational supplies.
• Support maintaining par levels and product rotation to ensure product availability.
• Assist with inventory counts, restocking, and ordering coordination with leadership.
• Ensure storage areas remain organized, labeled, and compliant with food safety and sanitation standards.
• Support the team in maintaining clean and organized back-of-house areas including storage, supply stations, and preparation areas.
• Reinforce accountability for cleanliness, organization, and operational readiness across all departments.

Safety & Compliance

• Ensure compliance with Museum of Ice Cream operational procedures and brand standards.
• Support enforcement of Standard Operating Procedures (SOPs) including uniform standards, radio communication, and operational procedures.
• Ensure adherence to Southern Nevada Health District (SNHD) sanitation and food safety regulations.
• Follow all safety protocols and support incident documentation when necessary.

Success Measures

• Sales leadership: You assist in promoting shop and cafe items, engage with guests using basic techniques to enhance their experience and encourage repeat visits, and support the team in meeting sales targets, with a focus on learning and improving sales skills.
• Recruiting & Onboarding: You contribute to the hiring and onboarding process, ensuring new team members are supported and integrated into the team effectively.
• Define goals and drive impact. You set clear expectations for individual team members and team.
• Make quality decisions. You make quick, informed decisions to resolve guest concerns and ensure smooth daily operations. You balance team needs, workflow, and service quality while following established procedures and using good judgment. You know when to escalate issues while confidently handling on-the-spot decisions.

The Must Haves

• 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

The salary range for this role is $70,000 - $80,000 USD dependent on experience, as well as annual bonus and stock options.

The Good Stuff

• Annual Pink Ball (pink-tie themed celebration with a guest!)
• Unlimited ice cream
• Competitive pay
• 16 free museum tickets per year for friends and family
• Free entry for employees
• 50% off retail products

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• Paid time off
• Stock options
• Ability to advance within the organization

Museum of Ice Cream is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable federal, state, or local law.