Site Manager - Chaos Lab

ABOUT THE ROLE:

The Experience Site Manager role is responsible for end-to-end management of our experience site in Madrid, which will feature unique experiences housed within the same venue. You will be the business owner and accountable for ensuring world class operational execution, exceptional customer service, and financial efficiency.

Based in Madrid, the Experience Site Manager will sit within the local site Management Team and report directly to the Fever Originals Local team. You will be at the helm – you’ll drive daily local operational decisions and lead your team in ongoing budget and operational optimization efforts. You’ll also actively work towards building the brand within the city community through community partnerships and private events.
This position requires someone with an action-bias who is ready to roll up their sleeves and take ownership over the site, all while understanding and abiding by the policies and procedures set out by our Corporate Team and Production Partners.

ABOUT CHAOS LAB

Chaos Lab is an interactive science experience located in Centro Comercial Islazul, offering visitors 15 minutes of a dynamic science show followed by 45 minutes of guided hands-on activities. The experience is designed to be both educational and entertaining, making science accessible and fun for families, friends, and individuals of all ages. In addition to regular visits, the venue also hosts birthday celebrations, creating memorable experiences in a unique setting.

Every 30 minutes, groups of up to 45 participants enter CHAOS LAB. Over the course of 60 minutes, they take part in a guided adventure full of hands-on scientific experiments and interactive activities, working together with Dr. Splat to discover, problem-solve, and have fun with science.

LOCATION AND ESTIMATED START DATE:

September 2025/Madrid

GENERAL RESPONSIBILITIES:

Operational & Experience Management:

• Lead the day-to-day operations of the venue, ensuring the highest service quality and guest satisfaction.
• Manage, schedule, and delegate responsibilities to on-site staff. Ensure daily staff timecards and staff reports are accurate.
• Managers are expected to run different sessions themselves during the week, setting an example for the on-site staff.
• Ensure all experiences run smoothly and on time with minimal disruptions.
• Maintain show elements, equipment, and overall facility cleanliness and readiness, arranging service calls when needed
• Coordinate and manage end-to-end execution of corporate and private events, from inbound requests and bookings to execution.
• Implement and uphold safety procedures to protect guests and staff.
• Oversee compliance with all local, state, and federal regulations and requirements.
• Complete detailed daily show reports to provide to the Production Company highlighting actions needed and taken on site, and complete incident reports, as needed

Budget & Business Management

• Manage an efficient operations budget, tracking costs, staffing, maintenance, and consumables.
• Prepare and deliver regular and accurate performance and budget reports to the Fever management team.
• Proactively identify and implement cost-saving strategies while maintaining an exceptional customer experience.
• Assess key business metrics, such as labor efficiency, revenue per visitor, and overall profitability.
• Oversee inventory control and reorder supplies, as needed.

Community Development & Customer Service

• Develop and implement programming ideas to drive attendance and revenue (e.g., special events, corporate partnerships, themed experiences).
• Oversee group bookings and drive increase in B2B and B2C attendance.
• Maintain a customer-first culture, ensuring exceptional guest interactions and positive experiences.
• Monitor and improve customer satisfaction through proactive sharing of guest feedback and recommendations.
• Collaborate with the management team to implement promotional initiatives and partnerships, as well as support local outreach efforts.
• Act as the public face of the venue, ensuring brand consistency and excellence in execution.

SKILLS & REQUIREMENTS:

• 3+ years of experience in operations, hospitality, live entertainment, franchise management, or a related industry.
• Fluent communication in Spanish & English.
• An understanding of budgeting and controlling expenses and retail operations.
• Leadership and management skills and ability to communicate effectively in oral and written communication.
• Excellent planning and organizational skills; ability to manage multiple priorities simultaneously to ensure work is completed in a timely and productive manner.
• Friendly, energetic, and enthusiastic personality.
• Demonstrated ability to work with children and families, showing patience, empathy, and a positive, approachable manner. Experience creating welcoming and engaging environments for kids and parents is highly valued.
• Comfortable with technology and basic troubleshooting.
• Ability to problem-solve and think quickly on your feet.
• Ability to stand for extended periods of time; moderate level of physical ability is required.
• Reliable transportation and ability to arrive on time for scheduled shifts.
• Flexible schedule (evenings, weekends, and holidays may be required).
• Proficiency in Google Suite.
• Strong commitment to equity, diversity, inclusion and accessibility; with the ability and commitment to work with diverse groups in terms of gender expression, race, sexual orientation, religion, ability, age, class and immigrant status.
• Encouraged to have knowledge of live entertainment and a certain passion for the brand; live events and/or theme park experience is a plus!