Crew Lead (House), Netflix House - Philadelphia

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

Netflix House is a permanent entertainment venue where fans can interact with their favorite Netflix stories through immersive experiences and elevated hospitality. The first two locations will open at King of Prussia in Pennsylvania and Galleria Dallas in 2025. Netflix House is another step in Netflix's commitment to create immersive, in-person experiences for fans around the globe, including NETFLIX BITES Las Vegas, The Queen’s Ball: A Bridgerton Experience; Stranger Things: The Experience; Squid Game: The Experience, now open in New York, Madrid, Sydney and Seoul; and Stranger Things: The First Shadow, now open on London’s West End and coming to Broadway March 28. Netflix has reached 7.5 Million fans across 170 openings in 100 cities and 40 unique formats around the world with an average guest rating of 4.7 out of 5.

The Role

The Crew Lead (House) will supervise the daily operations of their assigned guest-focused areas at Netflix House, which delivers on Netflix’s promise of immersive, story-driven excellence. This role focuses on our Fan (what we call our Guests) touchpoints throughout the operation, including greeters, ticketing, theatre operations, scanning, events, and supporting photo operations within Netflix House. You will be tasked with supervising, supporting, and providing feedback to fan-focused Crew Members, utilizing the necessary tools to help them succeed daily. The ideal candidate is a clear communicator and can prioritize daily tasks while delivering the best possible fan and employee experience.

You will focus on pre-shift communications for your assigned Crew while assisting both your Supervisors and the Manager on Duty to uphold operational, safety, and fan service standards within your area throughout your shift. You will be expected to lead by example in real time by supporting the Crew as they rotate through workspaces.

This on-site, hourly role reports to the Assistant General Manager with daily oversight by Attractions Supervisors, and is based in King of Prussia, PA.

What You Will Do

• Act as the daily front-line supervisor of the team within Netflix House across various functional areas, including ticketing services, fan experience, theatre operations, events, and photo operations oversight.
• Conduct pre-shift meetings to inspire the Crew and ensure that all staff have the critical information they need to succeed.
• Manage dynamic shift labor needs to ensure the correct number of Crew Members are in place to meet daily attendance volume and event requirements.
• Ability to flex between fan service areas and back-of-house crew support.
• Liaise with the management team on operational needs and issues.
• Implement a comprehensive fan service strategy and serve as the primary point of escalation for service recovery.
• Ensure the Crew Members provide best-in-class service to our Fans by providing them with knowledge and feedback.
• Act as a Netflix ambassador to help drive increased fandom and engagement with Netflix shows.
• Conduct on-the-job training for various roles.
• Execute Standard Operating Procedures (SOPs), including emergency procedures.
• Foster a culture of safety in all actions.
• Perform other duties as assigned.
  
  

What We Need From You

• Applicants must be at least 18 years of age to be considered for employment
• Demonstrated leadership experience in leading a fast-paced retail, hospitality, attraction, or F&B operation. Ticketing experience is a plus.
• General knowledge of the Netflix platform and shows.
• A calm, clear communicator who can prioritize tasks while staying responsive to Fan and Crew needs in a fast-paced work environment.
• Strong desire to think outside the box and innovate.
• Willingness to learn and/or understanding of environmental, health, and safety (EHS) protocols.
• Availability to work days, nights, weekends, and holidays in a 365-day operation.
  
  

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Job is open for no less than 7 days and will be removed when the position is filled.