The Great Escape Room

Customer Experience Manager

arlington, VA - Full Time

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.

Apply: Customer Experience Manager
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