General Manager

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.