We are seeking a dedicated Customer Experience Manager to oversee our Arlington, VA location. This role requires an energetic leader with strong customer service skills, a passion for immersive entertainment, and a strong focus on driving business growth within the local community. The ideal candidate must be available to work evenings and weekends, as our primary business hours are Wednesday–Sunday.
We offer a dynamic, hands-on environment that fosters teamwork, creativity, and growth opportunities.
Responsibilities:
- Oversee daily operations to ensure a smooth, safe, and high-quality guest experience
- Drive bookings and revenue through local outreach, partnerships, marketing efforts, and community engagement
- Manage staff schedules and support team members during live guest experiences, including stepping in when needed
- Handle customer inquiries, group events, and corporate bookings while delivering excellent guest service
- Build community relationships, support basic marketing/social media efforts, and track key performance metrics
- Maintain strong leadership on-site, ensuring smooth operations and consistent team performance
Qualifications:
- Experience in customer service, hospitality, entertainment, operations, or a similar guest-facing role
- Strong leadership, communication, and relationship-building skills
- Ability to work in a fast-paced, interactive environment and solve problems under pressure
- Comfortable supporting marketing, outreach, and community engagement efforts
- Flexible availability, including evenings and weekends
Pay:
- Starting at $55,000 annually
PTO
Only qualified candidates will be contacted for an interview.
Skills Required
- Experience in customer service, hospitality, entertainment, operations, or a similar guest-facing role.
- Strong leadership, communication, and relationship-building skills.
- Ability to work in a fast-paced, interactive environment and solve problems under pressure.
- Comfortable supporting marketing, outreach, and community engagement efforts.
- Flexible availability, including evenings and weekends.
What We Do
The Great Escape Room was one of the originators of the Escape Room craze that has swept the country. Opened in 2015 as a family venture, they created a new genre of entertainment that set the framework for thousands of innovative and creative artists to follow. The Great Escape Room is a real-life room escape game based on popular computer and mobile phone games. After entering a room with your team, the door is closed and you have entered into a new and immersive reality. Within a timeframe of 60-120 minutes (depending on the escape room), it is up to you and your teammates to work together to uncover a series of clues and solve challenging puzzles which will lead to your great escape. The owners’ dream was to create a three-dimensional experience in which participants could see, hear, and fully immerse themselves with clues and puzzles that have captivated people for many years. They also wanted to make sure teamwork was a big part of escaping their rooms. The family devised a clever series of puzzles that inspire lateral thinking, and most of all, a sense of fun and adventure. The Great Escape Room is an ideal experience for team-building events, birthday parties, a night on the town, or just an outing with the family. And the unique structure of the rooms is compatible with larger groups so nobody is ever left without anything to do. New ideas and rooms are in constant development as there is no limit to imagination.
