Job Description
Position Overview
The Experience & Operations Manager is responsible for leading day-to-day operations, staff performance, and event execution at The Launch while providing structured management support to two Sundays Ice Cream locations.
This role bridges operations and guest experience — ensuring efficient service, strong team leadership, successful events, and consistent execution of brand standards across all sites.
The ideal candidate is an operations-first leader who thrives in fast-paced environments, balances customer experience with profitability, and can confidently manage both in-person and remote responsibilities.
Core Objectives
- Deliver exceptional guest experiences while maintaining operational efficiency.
- Lead and support staff to ensure strong culture, accountability, and consistent execution.
- Plan and execute events that drive revenue and guest engagement.
- Improve operational flow, labour efficiency, and team performance.
- Provide remote operational support and management touchpoints for Sundays locations.
Key Responsibilities
1. Operational Leadership – The Launch
Provide strategic and hands-on leadership of daily venue operations, ensuring seamless service delivery, strong floor presence, and full compliance with health, safety, and liquor regulations.
2. Event Strategy & Execution
Oversee the planning and execution of events from concept through post-event evaluation. Act as the on-site operational lead, managing logistics, staffing alignment, vendor coordination, and overall guest experience.
3. Financial & Labour Performance Management
Optimize labour deployment and operational workflows to drive profitability. Monitor performance metrics, identify cost efficiencies, and implement improvements that enhance overall operational results.
4. Team Development & Performance Management
Establish clear service and performance standards. Provide coaching, feedback, and leadership to ensure accountability, professionalism, and continuous team development.
5. Guest Experience Oversight
Maintain a high standard of hospitality by proactively resolving guest concerns, strengthening service consistency, and elevating the overall customer experience.
6. Cross-Location Operational Support – Sundays Ice Cream
Serve as a senior operational resource for two additional retail locations, providing remote oversight, problem-solving support, and alignment of brand standards, service quality, and internal communication.
Performance Expectations (Key Outcomes)
Success in this role will be measured by:
- Strong team performance and reduced owner intervention.
- Smooth execution of events and busy service periods.
- Improvements in guest experience and operational flow.
- Labour efficiency and responsible resource management.
- Reliable leadership presence across both brands.
Skills & Experience
- Previous experience in hospitality, food & beverage, or venue operations.
- Strong leadership and people-management skills.
- Experience coordinating or managing events is an asset.
- Ability to make confident decisions in fast-paced environments.
- Highly organized with strong communication skills.
- Comfortable balancing hands-on leadership with operational planning.
- Able to work independently and provide remote management support.
Role Structure
- Seasonal leadership role with high activity during peak summer months.
- Combination of on-site management at The Launch and remote support for Sundays locations.
- Flexible schedule including evenings, weekends, and event days.
Ideal Personality Fit
- Operations-first thinker with strong situational awareness.
- Calm under pressure and decisive.
- Strong customer service instincts.
- Motivated by team success and continuous improvement.
- Able to balance big-picture thinking with day-to-day execution.
- Must have a vehicle
