Job Description

Original X Productions is bringing The FRIENDS Experience to life in New York. To support this immersive attraction, OGX is seeking an Assistant General Manager to help lead a world-class team in delivering an unforgettable guest experience. This location features interactive set recreations, behind-the-scenes insights, and exclusive merchandise, offering fans a chance to step into the world of FRIENDS.

The Role:

As the Assistant General Manager, you will support all aspects of Friends Experience New York, partnering closely with the General Manager to execute staffing plans, recruitment and hiring, training, vendor coordination, and daily operational flow. You will play a key role in ensuring operational excellence, maintaining the physical space, and delivering a best-in-class Guest experience.

This role is focused on execution and daily operations, partnering closely with the General Manager who maintains overall ownership of business performance and strategy.

Key Responsibilities include but are not limited to:

• Support the General Manager in overseeing the overall on-site operations for Friends Experience New York, ensuring operations run efficiently and within budget
• Lead and support teams in executing daily operations, providing guidance, coaching, and support while fostering a positive and accountable team environment
• Support the recruitment, interviewing, and hiring of operational staff and vendors including experiential teams, box office, show services, and other key roles
• Demonstrate a strong understanding of labor scheduling models, ensuring appropriate staffing levels while balancing operational needs and team member experience
• Oversee on-site day-to-day operations including ticketing, POS management, attraction operations, guest services, retail, cafe, security, custodial services, on-site marketing, groups & events, photo operations, and overall guest flow
• Support the show services team in maintaining the physical space, including routine maintenance, touch-ups, and ensuring a consistent, high-quality guest environment
• Assist in managing inventory including staff uniforms, cleaning supplies, and operational materials
• Ensure compliance with all company policies, procedures, and health and safety protocols to maintain a safe and clean environment for guests and team members
• Respond to guest concerns and complaints with professionalism, ensuring timely resolution and a positive guest experience
• Serve as the primary point to support vendor coordination and maintain strong working relationships with third-party partners
• Follow and support preventative and corrective maintenance programs for the attraction, including light hands-on maintenance as needed
• Partner with the General Manager and cross-functional corporate teams including operations, revenue, marketing, tech services, finance, HR, and creative to support business objectives
• Promote a culture of safety, accountability, and continuous improvement in a flexible and fast-paced environment
• Serve as a Manager on Duty (MOD) for select shifts

Qualifications:

• Demonstrated 3–4+ years of leadership experience in a revenue-generating hospitality, entertainment, or retail environment
• Experience supporting hiring, training, and development of operational teams
• Strong understanding of shift-based labor scheduling and operational workflows
• Proven ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities
• Strong communication skills, both verbal and written
• Highly organized, detail-oriented, and able to multitask effectively
• Maintains composure under pressure and operates with a solutions-oriented mindset
• Provide hands on leadership by working alongside team members, modeling expected behaviors, and driving accountability through example
• Ability to work weekends, holidays, and flexible schedules as needed

Why Work at OGX:

For us it’s all about the fans and creating experiences they will love. We create happiness. We are an equal opportunity employer and encourage people with disabilities and from other diverse backgrounds to apply.

About Original X Productions:

Original X Productions are the operators of premier worldwide location-based entertainment experiences including The FRIENDS™ Experience and Hershey Super Sweet Adventure. Our team are guest experience focused storytellers who are passionate, strive for excellence, committed to safety, and value fun in everything they do!

The salary range for this role considers a range of variables used in making compensation decisions and may include but is not limited to; experience, training, licenses, certifications, skill sets, business needs, travel. Compensation decisions are dependent on the unique variables that are present. A reasonable estimate of the current range is $70,000-$80,000. This range has not been adjusted based on the geographic location of the successful incumbent.

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