Operations Manager

The Operations Manager, Flyover Las Vegas ("OPS MANAGER"), reports directly to the General Manager and works closely with the leadership team to oversee the day-to-day operations of the attraction, Admissions, Retail, and Photo Sales functions. The OPS MANAGER is responsible for driving operational excellence, delivering exceptional guest experiences, maximizing admissions and retail performance, leading high-performing teams, and achieving departmental and organizational objectives. They are a key member of a collaborative, innovative, and entrepreneurial leadership team and are expected to be a hands-on leader who actively supports the business where needed. Attention to detail, strong leadership capabilities, operational expertise, inventory management knowledge, merchandising acumen, and a passion for creating memorable guest experiences are essential for success in this role. Primary Responsibilities Leadership & Operations Establish strong, connected, and collaborative relationships with the General Manager and leadership team while supporting company goals, operational priorities, and business performance objectives. Serve as a key contributor to operational planning, business performance, continuous improvement initiatives, and strategic decision-making. Lead operational strategy and execution across all areas of Flyover Las Vegas, ensuring alignment with business objectives, guest experience standards, and company expectations. Champion a culture of operational excellence, accountability, safety, and exceptional guest service. Ensure cleanliness, presentation, organization, and operational readiness throughout the attraction. Guest Experience Deliver seamless and memorable guest experiences while creating positive interactions for both guests and team members. Evaluate guest feedback, reviews, and operational performance metrics and implement improvements where needed. Respond to and resolve escalated guest concerns, service recovery opportunities, and operational issues in a Admissions Operations Lead Admissions operations to ensure efficient guest flow, ticketing accuracy, operational effectiveness, and exceptional guest service standards. Monitor attendance patterns, attraction throughput, and admissions performance metrics to identify opportunities for continuous improvement. Retail & Photo Sales Operations Lead all Retail and Photo Counter Sales operations as one integrated department. Drive revenue growth through effective sales strategies, upselling initiatives, merchandising standards, and promotional programs. Ensure Retail and Photo Sales locations consistently meet brand standards, presentation standards, operational expectations, and guest experience objectives. Analyze sales performance and identify opportunities to improve conversion rates, average transaction values, guest engagement, and overall profitability. Oversee visual merchandising standards and ensure retail displays maximize guest engagement and revenue opportunities. Inventory Management & Merchandise Planning Maintain ownership of all inventory management processes and controls. Manage merchandise forecasting, purchasing, ordering, receiving, replenishment, transfers, inventory adjustments, and product lifecycle management. Develop and execute merchandise plans that support seasonal demand, attendance trends, business needs, and revenue targets. Analyze sales trends, inventory performance, stock levels, and product assortment opportunities to maximize revenue and profitability. Monitor inventory accuracy through cycle counts, monthly reviews, and annual inventory audits. Lead, coach, and develop Admissions Leads, Retail Leads, and their respective teams. Manage the complete Team Member lifecycle, including recruitment, hiring, onboarding, training, coaching, performance management, development, succession planning, and separation processes. Develop staffing plans and schedules that effectively support business volume, guest demand, and operational requirements. Manage labor costs while maintaining service standards and operational effectiveness. Monitor departmental budgets, expenses, inventory investments, and financial performance. Support forecasting and business planning initiatives through data analysis and operational insights. Utilize key performance indicators (KPIs) and operational reporting to drive decision-making and improve business results. Operational Excellence Ensure all Standard Operating Procedures, safety standards, and communication protocols are consistently followed. Identify operational inefficiencies and implement corrective actions and improvements. Monitor compliance with company policies, procedures, and safety expectations. Serve as the primary operational leader during business hours, making real-time decisions to support guests, team members, and business objectives. Perform other duties, responsibilities, and special projects as assigned. Ideal Experience and Behaviors Experience Minimum 3-5 years of leadership experience in attractions, tourism, hospitality, entertainment, retail, or other high-volume guest-focused environments. Proven experience leading multiple operational departments and managing frontline leadership teams. Strong Retail leadership experience, including merchandising, inventory management, forecasting, purchasing, assortment planning, and sales performance management. Experience overseeing Photo Sales operations, retail sales programs, or other guest-facing revenue-generating departments preferred. Extensive experience with inventory management systems, merchandise planning, replenishment strategies, vendor relations, and inventory controls. Strong understanding of labor planning, budgeting, forecasting, financial reporting, and operational analytics. Experience supporting the creation and maintenance of a strong and engaged organizational culture. Proven ability to build relationships and work effectively across all levels of an organization. Exceptional communication, organizational, problem-solving, and decision-making skills. Comfortable speaking in front of groups and delivering presentations. Ability to motivate, coach, and develop high-performing teams. Innovative and creative leader who inspires team members to achieve their best. Driven to seek out opportunities that improve operational performance, guest satisfaction, and revenue growth. Highly collaborative and team-oriented. Strong business acumen and results orientation. Commitment to continuous improvement, accountability, and operational excellence. Education & Qualifications Bachelor's Degree in Business Administration, Operations Management, Hospitality Management, Retail Management, or related field preferred. CPR/First Aid Certification or willingness to obtain certification. Additional Information This job description describes the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications required. Management reserves the right to modify duties or assign additional responsibilities as business needs require. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Some travel within the United States and Canada may occasionally be required. Equal Opportunity Employer Flyover is committed to creating a diverse and inclusive workplace. Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected characteristic under applicable law. About Flyover Attractions Flyover is an award-winning immersive flying theatre experience that transports guests through the planet’s most epic places. The attraction utilizes flight motion seats engineered to swoop, dip and turn, giving guests a feeling of flight, while a 65-foot spherical screen provides guests with an unparalleled fight across iconic locations and natural landscapes. Special effects, including wind, mist and scents, to create an unforgettable entertainment experience. Flyover attractions are located in Chicago; Las Vegas; Reykjavik, Iceland; and Vancouver, Canada. #J-18808-Ljbffr Flyover LLC