Operations Manager

OVERVIEW The Level99 team is seeking a Venue Operations Manager who will play an integral part in the Level99 management team. This inspirational leader will support our team members and guests, communicate the company vision, and create meaningful hospitality experiences. The role works closely with Food & Beverage, Merchandise, and Entertainment departments to ensure a smooth guest experience. Responsibilities will rotate across departments to develop a well‑rounded operational leader. CORE RESPONSIBILITIES Manage inventory, smallwares, ordering of products, and training for the assigned area of responsibility (Bar, Entertainment People, Entertainment Systems, Merchandise, etc.). Schedule departmental team members, ensuring optimal staffing that embodies Level99’s cultural values, and continually train and develop the team. Administer hiring efforts, including job posting maintenance, recruiting budgets, interviewing, hiring, and onboarding. Empower staff to develop each other based on individual strengths. Support the Venue Director of Operations and the Assistant Venue Director of Operations in developing the Operations leadership team, including all hourly supervisors. Work with the F&B, Entertainment, and Learning & Development teams to implement training programs and support other managers. Maintain thorough knowledge of food and beverage menus, challenge rooms, company vision, values, and merchandise. Support venue‑level change management, ensuring effective communication of new products, services, and operational information. Lead team members through effective operational execution, including shift tasks, routines, and facilities upkeep. Ensure continuous compliance with all relevant laws, insurance requirements, landlord regulations, and company policies. Keep labor and controllable costs within company guidelines. Conduct daily cash management, reconciliation, and audits. Order paper products and inventory. Perform other responsibilities as assigned. AREAS OF RESPONSIBILITY FOOD & BEVERAGE / BAR Hire, train, and schedule new service team members for bar, server/cashier, and FOH support. Collaborate with the Support Center F&B team on product compliance, ordering, inventory, and quality. Set par levels required to service guest needs and work with DO/ADO to align product and forecasts. Listen to guest and staff needs, maintaining an approachable, positive, and energetic attitude. React appropriately to situations, demonstrating skill in leading conversations with grace, maturity, and decisiveness. Take initiative and remain proactive to keep operations moving forward. Serve as point of contact for the Toast POS system with Ops Services Team/Consultants. Ensure guest safety within the venue, including entertainment safety and food safety standards. ENTERTAINMENT SYSTEMS & MERCHANDISE Own daily operational readiness for Entertainment, ensuring all spaces are safe, clean, and guest‑ready. Uphold POISED standards across Entertainment, driving service execution quality, cleanliness, show standards, and overall experience flow. Lead safety, emergency readiness, and incident response, proactively identifying risks and ensuring team preparedness. Manage experience flow, congestion, and capacity in real time to stay within safe or operational limits. Oversee service recovery, partnering with Guest Experience to respond to real‑time feedback and resolve issues on the floor. Maintain accessibility standards within Entertainment, owning documentation, training, guest accommodations, and coordination. Ensure compliance with merchandise ordering, inventory, planograms, and offerings per the Support Center Merchandise Manager and Supply Chain Manager. Maintain appropriate staffing levels and work with ADO to hire, train, and schedule team members. Support loss‑prevention tactics and procedures to ensure safety of products and people. Maintain local inventory and offering POS systems. ENTERTAINMENT PEOPLE Hire, train, schedule, and develop Entertainment Team Members, ensuring proper coverage, labor efficiency, and forecast alignment. Lead coaching, performance reviews, and skills certification, holding teams accountable to operational, safety, and guest experience standards. Manage disciplinary documentation and corrective action processes with consistency, fairness, and professionalism. Partner on interview coordination, recruiting workflows, onboarding experience, and succession planning. Listen to team and guest needs, fostering a strong culture of ownership and accountability. Takes initiative to identify development gaps, engagement opportunities, and operational friction, driving continuous improvement. MUST-HAVE SKILLS Ability to work a flexible schedule based on business needs, including days, nights, weekends, holidays, and emergency responsiveness. Ability to work ten‑hour or longer shifts and stand, sit, squat, or walk for extended periods, including stairs. Ability to grasp, reach overhead, push, lift, and carry up to 50 pounds. Ability to work well with all management teams to ensure optimal communication. Ability to thrive under pressure in a fast‑paced, ever‑changing environment. Excellent verbal and written communication skills. Highly organized with strong attention to detail. High integrity and professionalism. High school education or equivalent. Understanding and embracing new technology and its implementation into operations. A positive, joyful, upbeat, and energetic attitude—leading by example. Ability to train on‑site in Greater Boston or Tysons Corner, VA. DESIRABLE SKILLS & EXPERIENCE Minimum 2 years’ experience working as an Entertainment Venue, Restaurant, or Bar Manager, or equivalent in a high‑volume entertainment and/or food & beverage business. Relevant education such as a B.S. in Hospitality Management or related degree. ServSafe, Allergen, and ChokeSaver certifications. YOU MIGHT BE A FIT Enjoy laughing, have a low‑maintenance, low‑drama personality, and enjoy having a bit of fun while working. Have a high tolerance for ambiguity, like to go fast, and are excited to learn on the job. Be obsessive about getting details right the first time. Have a high‑energy personality, typically smiling, and want to "get it done now." Level99 is an E‑Verify employer. #J-18808-Ljbffr