Job Description

ABOUT WNDR

WNDR Museum is an immersive experience located in the vibrant West Loop of Chicago. Our mission is to ignite curiosity, creativity, and wonder within everyone who walks through our doors. We foster a culture of innovation, inclusivity, and endless possibilities, providing a dynamic and interactive environment for exploration.

Title: Experience Manager

Reports To: General Manager

Compensation: $22 - $23 / Hour

ABOUT THE ROLE

The Experience Manager is a cornerstone of WNDR leadership team, charged with owning the complete guest experience and operational performance during assigned shifts. Reporting to the General Manager (GM), this role serves as Manager on Duty (MOD) in the absence of the GM and Assistant General Manager (AGM), representing the highest standards of the WNDR brand and experience.

This is not a desk job. This is floor-first leadership. The Experience Manager is present, active, and accountable—leading by example, solving problems before they escalate, maintaining a pristine environment, and delivering world-class, curiosity-sparking service. They are the first to act, the last to leave, and the gold standard for how service should feel and look inside WNDR.

This role requires confident decision-making, servant leadership, emotional intelligence, and unshakable integrity. The Experience Manager holds the team, and themselves, to a high standard every shift. They coach in real time, engage with Guests personally, and set the tone for excellence.

KEY RESPONSIBILITIES

Operational Leadership

• Serve as Manager on Duty (MOD), owning the full operation of the WNDR experience across all departments during assigned shifts.
• Make clear, timely decisions with Guest experience, team wellbeing, and business impact in mind.
• Ensure all operational zones are running smoothly, cleanly, and efficiently—including exhibit pacing, team coverage, and shift flow.
• Enforce policies and uphold standards related to punctuality, conduct, safety, and service.
• Complete and submit detailed MOD reports, flagging wins, risks, guest feedback, and team performance.

Guest Experience & Environment

• Actively engage with Guests—be visible, proactive, and approachable.
• Lead the charge on issue resolution, recovery, and creating “wow” moments.
• Ensure a clean, safe, and sensory-ready environment across all public and operational spaces.
• Encourage Ambassadors to approach every Guest interaction as an opportunity for impact.
• Own the Guest flow and pacing, including special events and group visits.

Team Leadership & Accountability

• Provide real-time coaching, support, and feedback to Ambassadors.
• Model servant leadership, empathy, and consistency in all interactions.
• Lead shift huddles and set clear expectations for service and team energy.
• Deliver disciplinary action when needed in coordination with the GM/AGM.
• Recognize top performers and coach underperformers with clarity and urgency.
• Foster a culture of respect, trust, and high standards across all levels of the team.

Problem Solving & Proactive Contribution

• Identify and resolve issues before they escalate—whether Guest-facing, facility, or team-related.
• Jump in to support wherever needed—no task is beneath this role.
• Collaborate with leadership to evolve SOPs, improve service, and optimize operations.
• Contribute insights and recommendations from the floor to inform leadership decisions.

Duties and responsibilities may be adjusted based on organizational needs, and additional tasks may be assigned as required.

QUALIFICATIONS

• 2+ years in a leadership role in operations, guest experience, hospitality, or attractions.
• Proven ability to lead high-performance teams in fast-paced, public-facing environments.
• A calm, confident problem-solver with excellent judgment and accountability.
• Strong communicator—clear, direct, empathetic, and solution-oriented.
• Commitment to the highest standards of cleanliness, service, and professionalism.
• Passion for interactive experiences, the arts, and guest-centric culture.
• Ability and willingness to work weekends, evenings, holidays, and flexible shifts.

PHYSICAL & SENSORY REQUIREMENTS (WITH OR WITHOUT ACCOMODATIONS)

• Must be able to stand/walk for long periods and move between exhibit spaces quickly.
• Occasional lifting, pushing/pulling, bending, or equipment movement (up to 25 lbs).
• Comfortable working in a multi-sensory environment with lighting effects, audio, and crowd activity.

WHAT WNDR EXPECTS

As an Experience Manager, you are the embodiment of WNDR’s values. You are disciplined, accountable, and relentlessly guest-focused. You lead with your presence, take pride in the details, and make bold decisions that support our mission. This role is for those who want to own the floor, take charge, and set the tone for what greatness looks like—every single shift.

WNDR Museum warmly welcomes people of all ages, identities, ethnicities, beliefs, religions, and backgrounds to join our team. WNDR Museum is an equal opportunity employer, fully committed to achieving an inclusive and diverse workplace and we strongly encourage nontraditional candidates to apply. We hold ourselves to our commitment and continuously strive to attract, engage, and grow with our talented team.

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