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Shift Lead

Oaky's Playgrove
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Job Overview:
Lead the floor. Be the calm, confident presence that keeps our shift running safely, our Forest Friends engaged, and our guest families having the best day of their week. This hourly leadership role, full-time or part-time, 20–40 hours/week, reports to the Operations Manager and is responsible for real-time execution of the Oaky's Playgrove experience: safety, service quality, staff coaching, and guest recovery during every shift you lead.

About the Role
The Shift Lead is the on-the-floor lead responsible for real-time execution of the Oaky's Playgrove experience. This role upholds daily service standards, safety compliance, and engagement quality during each shift, acting as an extension of the Operations Manager to protect the brand experience, support staff performance, and ensure smooth operations in a dynamic, high-movement environment.

Employment Type: Full-Time or Part-Time / Hourly: 20–40 hours per week, based on availability and business needs. Must be available to work nights, weekends, and holidays as needed.

What You'll Do

Shift Execution & Floor Leadership

  • Lead the live shift with full awareness of zone coverage, guest flow, and safety conditions
  • Ensure Forest Friends are actively facilitating, not passively supervising

Guest Experience

  • Monitor engagement quality and manage real-time service recovery
  • Support families through the Customer Success Journey

Safety & Facility Oversight

  • Execute daily safety checklists and agile play-structure inspections
  • Enforce Aseptic Standards and sanitization protocols throughout operating hours

Revenue Support

  • Support Milestone Celebrations through timeline enforcement, team coordination, and hospitality execution
  • Monitor Discovery Hub and café inventory, reporting restock needs

Operational Communication

  • Serve as the communication bridge between floor staff and the Operations Manager
  • Document incidents, staffing notes, guest feedback, and maintenance observations

Core Responsibilities

  • Direct staggered arrival matrix implementation and zone coverage assignments
  • Maintain real-time awareness of capacity and crowd flow; support peak-hour logistics
  • Coach Forest Friends on Active Engagement and Scaffolding strategies
  • Provide in-the-moment feedback; assist with onboarding shadow shifts
  • Complete opening/closing safety walkthroughs and enforce sanitation cycles
  • Respond to incidents with calm authority and documented reporting
  • Address guest concerns promptly, protecting retention and referral reputation
  • Assist with daily sales reconciliation, POS/CRM troubleshooting, and inventory tracking

Who Thrives in This Role

  • You stay calm and steady even when the floor gets loud, busy, or unpredictable
  • You genuinely enjoy being around kids and understand how to engage without hovering
  • You lead by example, not by ordering people around; your team follows because they respect you, not because they have to
  • You're a natural problem-solver who can defuse a tense guest situation with warmth and confidence
  • You take safety seriously without being rigid or unapproachable
  • You can hold people accountable and still be someone your team wants to come to work for

Authority Scope
As Shift Lead, you may reassign staff zones during a shift, address minor disciplinary concerns, comp service adjustments within set parameters, and temporarily close zones for safety or maintenance. Major staffing decisions, budgetary adjustments, and strategic partnerships remain with the Operations Manager and Leadership Team.

What You Bring

  • 1–4 years of experience in hospitality, childcare, recreation, or guest-experience environments; prior shift leadership preferred
  • Associate or Bachelor's degree preferred, or equivalent experience
  • Availability for 20–40 hours per week, including nights, weekends, and holidays based on business needs
  • Ability to navigate play structures and lift up to 50 lbs
  • Ability to remain on foot for extended periods with high situational awareness
  • Reliable transportation to ensure consistent attendance for opening/closing shifts
  • Calm under pressure, developmentally attuned, and a strong, solution-oriented communicator
  • Must pass a comprehensive BCI/FBI background check and sex offender registry screening prior to employment
  • First Aid/CPR/AED certification required within first 30 days of employment
  • Completion of WRDC Playgrove Academy training (10 hours on Developmental Scaffolding and Safety Protocols) required prior to first independent shift

Compensation starts at $18/hour and is based on experience, with opportunities for growth within the Oaky's Playgrove leadership team.