General Manager (GM) – Urban Air Adventure Park (Manchester CT) Lead with purpose. Develop leaders. Execute with discipline. Protect profitability. Urban Air Adventure Park in Tacoma is seeking a mission-driven General Manager who leads with a servant’s heart, mentors and develops young people, executes disciplined operational processes, and understands that profitability is a reflection of operational excellence, leadership accountability, and long-term business health. This role is about more than managing a facility. It is about: - Building an intentional culture
- Developing first-time workers into confident leaders
- Executing systems with discipline and consistency
- Solving problems without hand-holding
- Protecting the guest experience while protecting profitability
WHAT YOU’LL DO — LEAD PEOPLE & BUILD CULTURE: - Mentor and develop a young, first-job workforce
- Model humility, service, and team-first leadership
- Set clear expectations and hold leaders accountable
- Build a culture of discipline, follow-through, and ownership
- Recognize wins and coach performance
- Ensure every team member understands what success looks like
WHAT YOU’LL DO — DRIVE OPERATIONS THROUGH DISCIPLINED EXECUTION: - Maintain consistent standards for safety, cleanliness, and guest experience
- Execute operational systems and checklists with precision
- Inspect what you expect — verify, follow up, and close loops
- Ensure managers own outcomes within their departments
- Lead through structured rhythms and accountability cadences
Operational excellence here is built through habits, structure, and discipline. Profitability is not accidental — it is the outcome of disciplined execution, strong leadership, and intentional decision-making. MANAGE FINANCIAL PERFORMANCE & PROFITABILITY: - Oversee P&L, labor control, COGS, and operating expenses
- Use KPIs and reporting to create targeted action plans
- Drive efficiency without sacrificing guest experience
- Execute revenue-growth and community engagement strategies
- Maintain a win-the-day approach to results
CORE RESPONSIBILITIES: - Support the proper execution of all processes, systems, and standards
- Hiring, termination, inventory, payroll, and scheduling
- Maintain effective inventory control, storage, and rotation to minimize waste
- Manage the Team to consistently meet expected standards
- Train, delegate, and empower leaders while reinforcing punctuality, attendance, and attitude
- Maintain clear, organized, and accessible park, café, and storage areas
- Participate in regular staff meetings and training as required
QUALIFICATIONS: - 3+ years of leadership experience in hospitality, entertainment, or similar operations
- Proven track record leading teams with accountability and consistency
- Strong P&L management experience overseeing $5M+ in topline revenue
- Demonstrated ability to manage labor, COGS, and operating expenses
- Uses KPIs and reporting to drive decisions and results
- Passion for mentoring young or first-time employees
- Strong emotional intelligence and communication skills
- Independent problem-solver aligned with mission and boundaries
- Comfortable leading through systems and disciplined execution
- Professional, adaptable, resilient, and people-focused
THE RIGHT LEADER: Over 90% of our workforce is under 18. The right leader: - Has a servant’s heart
- Is passionate about mentoring young people
- Leads through disciplined process execution
- Builds culture intentionally — not accidentally
- Brings a win-the-day competitive mindset
- Has grit, resilience, and emotional intelligence
- Understands that profitability matters — because it funds growth, opportunity, and team development
ADDITIONAL LEADERSHIP EXPECTATIONS: - Ability to lead, motivate, and empower Team Members
- Ability to align Team Members with Urban Air culture while balancing seriousness and fun
- Takes initiative and ownership
- Strong interpersonal and communication skills
- Recognizes problems and solves them
- Converts plans into action
- Sees patterns in performance and strategizes solutions
- Exercises sound judgment
- Open to feedback and continuous self-improvement
- Holds self to high standards of conduct and professionalism
- Serves as a role model by upholding Urban Air policies and standards
PHYSICAL REQUIREMENTS: - Ability to work days, nights, and weekends as required
- Work in a noisy, fast-paced environment
- Stand and move throughout the facility for extended periods
- Lift and carry up to 30 lbs
WHO THRIVES HERE: The kind of leader who thrives here finds purpose in developing people, not just supervising tasks. You understand the mission. You respect the boundaries. And once aligned — you take ownership and execute. If serving people, mentoring young team members, and investing in others doesn’t energize you, this role will not be a fit. ABOUT URBAN AIR: Urban Air is the world’s largest indoor adventure park operator and a pioneer in family entertainment. Our mission is to help kids have fun, build confidence, and achieve more than they ever thought possible.
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