General Manager, The Friends Experience, NYC

Original X Productions (OGX) is seeking a General Manager to lead operations at The FRIENDS™ Experience in New York. This flagship immersive attraction invites fans to step inside the world of FRIENDS through iconic set recreations, interactive experiences, original props and costumes, and exclusive merchandise. As General Manager, you will recruit, develop, and inspire a world-class team while delivering an exceptional guest experience and driving operational excellence

The Role:

As the General Manager, you will have overall responsibility and ownership of Friends Experience New York, leading all aspects of the operation including staffing strategy, recruitment, team development, financial performance, operational excellence, guest experience, facility management, and overall site performance. You will serve as the senior on-site leader, accountable for the success of the attraction while partnering closely with corporate leadership to drive business results, foster a high-performing culture, and deliver a best-in-class guest experience. 

This role is expected to be a highly visible, hands-on leader who leads by example on the floor. The General Manager is the face of the operation, actively engaging with guests, coaching leaders and team members in real time, and ensuring every aspect of the guest journey exceeds expectations. Through their presence and leadership, they establish a culture of hospitality, accountability, and operational excellence.

Key Responsibilities include but are not limited to:

• Lead the overall on-site operation for Friends Experience New York, ensuring exceptional guest experiences while operating efficiently and within budget.
• Champion a culture of exceptional guest service, ensuring every guest receives a memorable, seamless, and engaging experience from arrival through departure.
• Recruit, hire, develop, coach, and lead a high-performing leadership team, creating a culture centered on accountability, collaboration, and continuous improvement.
• Develop staffing strategies and oversee workforce planning to ensure operational readiness and appropriate staffing levels while balancing labor efficiency and team member experience.
• Oversee all day-to-day operations including ticketing, POS management, attraction operations, guest services, retail, café, security, custodial services, on-site marketing activations, group events, photo operations, and overall guest flow.
• Partner with the Assistant General Manager and operational leaders to execute daily operations while maintaining consistency in service standards and operational excellence.
• Drive guest satisfaction by monitoring guest feedback, identifying trends, and implementing continuous improvements to elevate the overall experience.
• Ensure the attraction is maintained to the highest standards by partnering with Show Services, Technical Services, vendors, and corporate teams to oversee preventative maintenance and facility upkeep.
• Foster a strong culture of health, safety, and regulatory compliance by ensuring adherence to all company policies, procedures, and operational standards.
• Manage vendor relationships and third-party partnerships, ensuring service quality aligns with OGX standards and guest expectations.
• Partner with Finance to manage labor, operating expenses, departmental budgets, and financial performance while identifying opportunities to improve profitability.
• Utilize operational metrics, business analytics, and guest insights to drive informed decision-making and continuous business improvement.
• Collaborate with cross-functional corporate partners including Operations, Revenue, Marketing, Finance, Human Resources, Technical Services, Production, and Creative to execute company initiatives and achieve business objectives.
• Build and maintain strong relationships with landlords, local partners, and community organizations, serving as the primary representative of the venue.
• Adapt quickly to changing business needs and lead the team through evolving priorities while maintaining operational excellence.
• Build a culture where guest satisfaction, operational excellence, and team engagement are the highest priorities, resulting in exceptional reviews, repeat visitation, and sustained business growth.
• Serve as Manager on Duty (MOD) as required.

Qualifications:

• Demonstrated 5+ years of progressive leadership experience in hospitality, themed entertainment, attractions, retail, experiential marketing, or other high-volume guest-facing operations.
• Proven experience leading managers and large operational teams in fast-paced environments.
• Strong knowledge of recruiting, performance management, employee development, and team engagement.
• Demonstrated experience developing labor strategies and managing shift-based scheduling to balance business needs with employee experience.
• Strong operational and financial acumen with experience managing budgets, labor costs, forecasting, and business performance metrics.
• Experience managing multiple operational functions including guest services, retail, food & beverage, facilities, vendors, and safety programs.
• Excellent communication and relationship-building skills with the ability to influence across all levels of the organization.
• High emotional intelligence with the ability to navigate guest concerns, employee relations, and operational challenges with professionalism and sound judgment.
• Highly organized with exceptional attention to detail and the ability to prioritize multiple initiatives simultaneously.
• Hands-on leader who leads by example, supports operational execution, and builds trust through visibility and accountability.
• Ability to work evenings, weekends, holidays, and flexible schedules as business needs require.

Why Work at OGX:

For us, it's all about the fans and creating experiences they will love. We create happiness. We are an equal opportunity employer and encourage people with disabilities and individuals from diverse backgrounds to apply.

About Original X Productions:

Original X Productions are the operators of premier worldwide location-based entertainment experiences including The FRIENDS™ Experience and Hershey Super Sweet Adventure. Our team are guest experience-focused storytellers who are passionate, strive for excellence, are committed to safety, and value fun in everything they do!

Compensation:

The salary range for this role considers a variety of factors used in making compensation decisions, including but not limited to experience, training, certifications, skill set, business needs, and travel requirements. Compensation decisions are based on the unique qualifications of each candidate. A reasonable estimate of the current salary range for this position is $80,000-$100,000. This range has not been adjusted based on the geographic location of the successful candidate.