Operations Manager - Technical and SFX

Job Description

Job Description

The CompanyBEAT THE BOMB is the next generation of immersive group entertainment, where customers step into real-life video games. We use an innovative digital, interactive game system to reimagine the intersection of technology and human social connection. In our classic Mission experience, teams wearing hazmat suits go through a series of interactive game rooms, including a laser maze, before facing the World's Largest Paint, Slime, and Foam Bomb! Our original Brooklyn location opened in 2018. We now have locations in Atlanta, Washington D.C., Philadelphia, Charlotte, Houston, and Denver. We've hosted over 500,000 players including hundreds of corporate team building outings, school groups, and non-profit organizations. Beat The Bomb is one of the highest rated experiences in all 5 markets. We offer a full range of special event services including STEM Camps, Kid and Adult Birthday parties, Corporate Tournaments, and Bachelorette parties. We also have a virtual team building platform called Beat The Bomb Virtual, serving remote teams across the globe. Our #1 goal is to ensure every player has a BLAST!The DC LocationLocated in DC's hippest new neighborhood, Ivy City, DC, this marks our third location in the nation, and opened in February 2023. The 10,000+ square foot location offers our classic Mission experiences with glass-walled bomb rooms; 7 immersive arcade lounges ('Game Bays'); street food and a full selection of beer, wine, cocktails & signature slushies @ The Bomb Bar; a beer garden with sports viewing; and several dedicated private event spaces for large groups. The Bomb DC has already emerged as one of the highest rated experiences in DC with over 5,000 5-star reviews on Google and has welcomed nearly 50,000 customers in less than 6 monthsEssential Duties & Responsibilities:The Technology and SFX Operations Manager will oversee the maintenance and seamless operation of Beat The Bomb DC's technology, computers, interactive video games rooms, laser mazes, projection walls, and RFID technology. You will also ensure that our high-tech special-effects "World's Largest Paint, Foam, and Slime Bomb" rooms are properly maintained and always operational. Technical ability, critical thinking, strong communication skills, and computer proficiency skills are a requirement. The right candidate has likely done tech support for an office, school, church, arts facility, movie theater, or entertainment facility like an Escape Room, Lucky Strike, Topgolf, Dave & Busters, Main Event, or Laser Tag facility. You may have built your own PC, can program a Raspberry Pi, have experience taking apart mechanical and engineered devices, and have a solid aptitude with audio-visual equipment. Friends might think of you as a real-life version of MacGuyver. You must also be excited to work in a hospitality environment with the ability and willingness to deal with customer service and learn new skills like bartending and doing basics in the kitchen. This is a unique opportunity for a motivated technologist who wants a crossover management role where they can grow as a leader and contribute to a company that is creating a totally new category of gaming. To achieve your objectives, you will manage and mentor a team of junior-level technology and special effects staff to complete all regular maintenance. The role requires night and weekend shifts during our busiest hours. Together with fellow location managers (GM, AGM, Operations Manager: Front of House, and Shift Supervisors) you will work to deliver amazing guest service while supporting a continuous pipeline of new product and gaming initiatives working as the primary connection to the company's Chief Technology Officer as well as Technology Manager at Beat The Bomb Headquarters.  Core ResponsibilitiesResponsible for smooth technology and special effects operations at all times, to maximize the customer experienceDirectly serve as onsite tech support and special effects lead during key shifts, responding under pressure to any urgent issues that ariseFlexible to respond to emergency tech issues during non-working ("off") hoursManage daily/weekly maintenance and replacement of all hardware and equipment in the location. Includes cleaning computers, checking cable connections, modifying the laser mazes, compressor maintenance, replacing HVAC filters, and maintaining the bomb room special effects and photo bomb systems. Support HQ Tech team in ensuring all software is up-to-date and debugging issues with various applicationsMonitor, track, and address all tech and SFX issues with written End-of-Day reportsManage all technology inventory, ensuring all equipment is properly tracked, and sufficient spares are ordered and on standbyMaintain server room and all location network operationsWork with HQ team to ensure all technical support docs and SOPs are kept up to dateLead on technology training for all Managers, Bomb Techs, Tech Runners, Game Runners and non-technical staff as neededPerform facilities maintenance tasks around the spaceOversee our in-house laundry operation (hazmat suits)Manage key facility vendors (pest control, repair services, etc.)Support HQ Tech team in testing new games and software features Additional ResponsibilitiesServe as a generalist 'Operations Manager' ensuring smooth running of a shiftAbility to work hands on with the staff within all departments in the location and operate in any roleAbility to manage opening and closing of the location, weekends, and holidaysAbility to manage all aspects of any guest's reservation in our booking softwareAbility to answer customer questions and support guest check-in and team onboardingMaintain exceptional guest-centered culture which exceeds customer expectations.Oversee service quality, operational efficiency, guest satisfaction, standards compliance, and financial measurements as applicable to your area of responsibilityAssist with maintaining the appearance and safety of the facilityAssist with managing inventory and ordering of supplies for the facilityAssist with hiring, performance reviews, 1 on 1 meetings, scheduling, conflict resolution, and coaching, in particular for junior level technology staff and special effects staffAddress operational performance, productivity, and efficiency gaps and work with your team to implement measures to correct those deficienciesResponsible for the management and coordination of tech & sfx staff schedulesCommunicate with headquarters CTO and Technology Manager on a regular basisCultivate relationships with your staff and other businesses in the area to develop a strong culture that invites community relationsEngage and have fun with our customers! Help maintain a safe environment and facilitate a safe experience for our customers and fellow team membersManage blasting customers with PAINT, FOAM, and SLIME!  QualificationsExperience doing IT technology support, preferably 3-5 years. For example for an office, school, church, arts facility, movie theater, or entertainment facility such as an Escape Room, Bowling alley, Topgolf, Dave & Busters, Main Event, or Laser Tag.Experience with WindowsComfort with IP networking (Understanding and setting IP addresses)Experience with remote desktop/TeamViewer/VNCComfort with replacing PC hardware and OS configurationExperience debugging hardware/software issuesAbility to test hardware and software as necessaryExperience in Microsoft Office and G-Suite productsGenerally handy and not afraid to figure out how to fix things - mechanical, plumbing, etc. Bachelor's Degree preferredNights/weekends and holiday availability is requiredMust be able to provide references upon requestNice to haves:Management experience in a location-based entertainment business with a food & beverage service is a plusBasic electronics (soldering)"Maker" interest and experience Experience building a PC from scratchProfessional special-effects experienceAdditional attributesEmbodies Beat The Bomb's Values:Bring PositivityTake ResponsibilityBuild The FutureCREATE THE FUNStrong aptitude for technology and an interest and excitement to learn moreAn interest in live experiences / digital gamingKnows the importance of driving exemplary online customer reviewsStrong personality and people skills are a mustExperience building and working within a teamRemains calm when faced with external pressuresIsn't afraid to get messy...it's a paint blast facility after all!Loves people! They thrive when engaging with both teammates and customers alike! The ultimate teammate - they are ready to jump in and help whenever necessary!Is solution oriented, friendly, outgoing and inclusiveDoesn't mind physical activity... our paint buckets can weigh up to 50 lbsDemonstrates exceptional leadership capabilities with a track record of attracting, developing, and motivating top talent, swiftly adapting to change, and leading others through the fast-paced environment of the jobAbility to coach, inspire, support, and motivate your team to provide a world-class and service-minded, customer experience