Entertainment Operations Manager

WHO WE ARE

Level99 is a real-world gaming venue designed for adults, featuring over 50 mental and physical challenges in artistic environments. Games range from ninja warrior obstacle course style challenges to mental logic puzzles, and everything in between. Each challenge is quick—just 1 to 4 minutes—and Players can do the same room over and over again, or they can move on to something new. Like a video game, Players earn rewards, climb the leaderboard, and make progress – each time a Player comes back, the game remembers where they left off.  

Alongside the games, Level99 offers a full-service bar and award-winning restaurant – featuring scratch-cooking, local craft beers, handmade cocktails, and a variety of event spaces. Level99 has locations in Natick, MA, Providence, RI, and is opening in Tysons, VA, West Hartford, CT, and Disney Springs, FL. Level99 is backed by Act III Holdings, led by Panera founder Ron Shaich, and we have a talented team that has worked on successful entertainment projects ranging from 5 Wits to Walt Disney Imagineering. Visit www.level99.com for more details. 

JOB DESCRIPTION

The Entertainment Operations Manager is responsible for all facets of entertainment operations, dedicated to delivering our elevated product offering in a positive, authentic, and inspiring environment for both guests and team members. The role is hands-on, in the trenches, working side by side with the full-time venue-level Entertainment management teams (unit Director of Operations, Entertainment GM, venue maintenance etc.), as well as alongside the COO, VP of Operations, Learning & Development and Entertainment Development teams, to drive overall venue quality, standards and performance. The Entertainment Operations Manager is passionate about getting the details right, continually improving, meeting guest needs before being asked, adhering and advancing POISED standards and growing the Level99 brand. 

A successful candidate will be a strong identifier and developer of quality people, a relatable coach, and a disciplined performance manager. This person will display honesty and personal integrity that is above reproach, choosing humility over the need to “be right,” and in all things acts as though they are the Owner and Operator of each venue.

• 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

• 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

While we don’t expect a candidate to have deep experience in all of the above, we’re looking for someone with the passion and capability to learn quickly in the areas that are new!

YOU MIGHT BE A FIT ON THE LEVEL99 TEAM IF YOU…

• Like to laugh, would be described as a "low maintenance, low drama" person, have a tendency to have a bit of fun while you work

• Have a high tolerance for ambiguity, like to go fast, and are excited to learn on the job

• Are just a little bit obsessive about getting the details right the first time

• Have a high energy personality, the kind of person who is typically smiling, and likes to "get it done now"

Level99 is an E-Verify employer.