Entertainment Operations Manager

RESPONSIBILITIES

• Demonstrates complete ownership of the Entertainment Operations side of the business, including total operational responsibility for the arena, its supporting spaces, across multiple new and existing venues
• Works with the venue development team to convey operational learnings into future venue designs intended to create unique and welcoming entertainment spaces whilst optimizing the layout, furniture, and fixtures and collaborating enthusiastically with the food and beverage side of the business
• Works hand-in-hand with all venue Directors of Operations and Operations team to create a consistent overall service and product offering, making profit maximizing decisions for Level99 as a whole (and not the Entertainment component in isolation)
• Leads team members in effective and efficient execution
• Prioritizes guest experience, allocating resources and bringing wise and timely decision making to bear to put our guests first, “meeting them where they are,” always seeking to create connection and increase guest frequency
• Models authentic, warm, empathetic and approachable interpersonal interactions and instills best-in-class service in the team
• Continuously upholds Level99’s brand, visual and operational standards across all parts of the business, including product, experience, graphic design, and display standards, as well as environmental cleanliness and organization
• Ensures guest safety within the venue, continuously monitoring and addressing any foreseeable risks to guest’s health and welfare, in particular ensuring adherence to all processes and standards and driving immediate resolution to any deviation from standard
• Leads all Entertainment operations standard operating procedure (SOP) creation/modification and change management activities, ensuring effective and accurate communication of new product, service and operational information and skillfully guiding the team to optimal performance
• Selects, develops, teaches, and continuously evolves the software and systems required to support a world-class entertainment operation
• Brings to bear administrative tools for scheduling, purchasing, personnel development, cost analysis, etc
• Assists in providing tools for the venues that help labor and controllable costs stay consistently within guidelines set by the company
• Takes initiative, seeing what needs to be done and assembling the resources to accomplish self-determined goals, in continual pursuit of improvement of our guest experience and venue performance
• Other duties, as assigned

MUST-HAVE SKILLS

• Two Year Associates or Four Year Bachelor’s degree in a related discipline 
• Minimum four (4) years of practical working experience in high quality entertainment operations
• Ability to read, comprehend, and articulately edit contracts, manuals, instructions, and drawings across disciplines
• Ability to create and refine recommendations by using hard data from many sources
• Ability to create executive-level presentation materials to succinctly and accurately convey a recommendation / approach
• Ability to self-manage time and resources in a low-oversight environment
• Excellent verbal and written communication skills
• Highly organized with strong attention to detail
• High integrity and professionalism
• Ability to work well under pressure in a fast paced, ever-changing work environment
• Strong computer skills with advanced knowledge of Microsoft Office (PPT, Excel), as well as a working knowledge of all Google Suite Products, including Docs and Sheets
• A positive, joyful, upbeat and energetic attitude – leading by example
• Ability to work a flexible schedule based on business needs which may include days, nights, and weekends as well as emergency responsiveness to pressing issues as required
• Ability to travel for the design, construction, hiring, training, and ongoing management processes at new venues
• Able to work ten hour-plus shifts, plus ability to stand, sit, squat or walk for extended periods of time, walk up and down stairs/ladders
• Able to grasp, reach overhead, push, lift and carry up to 50 pounds