Head of Operations & Business Management

Venue Operations ManagerThe Level99 team is seeking a Venue Operations Manager who will play an integral part in the Level99 management team. The Venue Operations Manager is passionate and knowledgeable when communicating our vision to create meaningful experiences and hospitality for our guests. This role works closely with multiple key departments within the operation, including the Events Sales Department, Food & Beverage, Merchandise, and Entertainment departments for the smooth functioning of the overall guest experience. The primary responsibilities of this position will align with one of those departments and rotate over time, cultivating a well-rounded overall operations manager.This person will lead by example and understand the importance of management vs. leadership. Our Venue Operations Manager will work in the trenches, side by side with the entertainment and F&B teams to drive overall venue quality, standards and performance.Responsible for inventory, smallwares, ordering of products, training and management of the assigned specific area of responsibility (Bar, Entertainment People, Entertainment Systems, Merchandise, Events, etc).Responsible for scheduling departmental team members appropriately, ensuring the venue is optimally staffed with individuals that embody Level99's cultural values by continuously training and developing our teamManaging hiring efforts administratively and in-person. including job posting maintenance, recruiting budgets, interviewing, hiring, and onboardingAllows empowerment amongst the staff to help develop each other based on individual strengthsSupports the Venue Director of Operations and the Assistant Venue Director of Operations in the growth & development of the Operations leadership team including all hourly supervisorsWork with the F&B, Entertainment and Learning and Development teams to implement and maintain service team training programs and support the other managers in their efforts to do the sameSeamlessly work with and support events teamThorough knowledge of food and beverage menus, challenge rooms, company vision and values, merchandise and event operations.Supports all venue-level change management activities, ensuring effective and accurate communication of new product, service and operational information and skillfully guiding the team to optimal performanceLeads team members through effective and efficient operational execution, including shift tasks and routines as well as proper facilities upkeepEnsures continuous compliance with all relevant federal/state laws, insurance requirements, Landlord regulations, and company policiesEnsures labor and controllable costs stay consistently within guidelines set by the companyDaily cash management, reconciliation, and auditsOrdering paper products and inventoryOther responsibilities, as assignedAreas of responsibility include:Upholds POISED standards across Entertainment, driving service execution quality, cleanliness, show standards, and overall experience flow.Leads safety, emergency readiness, and incident response within Entertainment, proactively identifying risks and ensuring Team preparedness.Manages experience flow, congestion, and capacity in real time, ensuring volume does not exceed safe or operational limits.Oversees operational-level service recovery, partnering with Guest Experience to respond to real-time feedback and resolve issues on the floor.Maintains accessibility standards within Entertainment, owning documentation, training, guest accommodations, and coordination with the Support Center.Ensures compliance with merchandise ordering, inventory, planograms and offerings according to the Support Center Merchandise Manager and Supply Chain Manager.Maintains staffing levels appropriate to business needs and works with ADO to hire, train and schedule team membersHelps with loss-prevention tactics and procedures to ensure safety of products and peopleMaintains local inventory and offering POS systemsEntertainment PeopleHires, trains, schedules, and develops Entertainment Team Members, ensuring proper coverage, labor efficiency, and alignment with forecasted demand.Leads coaching, performance reviews, and skills certification, holding Teams accountable to operational, safety, and Guest experience standards.Manages disciplinary documentation and corrective action processes with consistency, fairness, and professionalism.Partners on interview coordination, recruiting workflows, onboarding experience, and succession planning to build a strong Entertainment Team.Listens to Team and Guest needs by being approachable, positive, and engaged on the floor, fostering a strong culture of ownership and accountability.Takes initiative by identifying development gaps, engagement opportunities, and operational friction, proactively driving continuous improvement.Food & Beverage / BarHires, trains and schedules new service team members for bar, server/cashier and FOH supportWorks with the Support Center F&B team to ensure product compliance, ordering, inventory and qualitySets par levels required to service guest needs and works with DO/ADO on ensuring product and forecasts are alignedListens to guest and staff needs and expectations by being approachable and positive, with an energetic attitudeQuick to react in a way that is suitable for a particular situation including displaying skill in leading and navigating hard conversations with grace, maturity, and decisivenessTakes initiative, seeing what needs to be done, and being proactive to keep things always moving forwardPoint of contact for Toast POS system with Ops Services Team/ConsultantsEnsures guest safety within the venue, inclusive of entertainment safety, continuously monitoring and addressing any foreseeable risks to guest's health and welfare, as well as food safety,, ensuring adherence to all food safe processes and standardsEventsLeads team members through effective and efficient operational execution, including shift tasks and routines as well as proper facilities upkeepThorough knowledge of food and beverage menus, event menus and entertainment offeringsSupports Director of Operations, Assistant Director of Operations and Event Sales Team in the growth & development of the FOH leadership team including the shift supervisors and all hourly team membersSupports all venue-level change management activities, ensuring effective and accurate communication of new product, service and operational information and skillfully guiding the team to optimal performanceEnsure communication between the Event Department (Sales/Director/Coordinator) and local venue team is seamless. Assign manager and additional staff to each eventResponsible for the training, testing and scheduling of all Event Captains to ensure operational coverage for all eventsEnsure that checks are closed out correctly to match the contractsFill out the event tracker daily at the beginning of each shift to ensure that running financials are accurateMust-have skills include:Ability to work a flexible schedule based on business needs which will include days, nights, weekends and holidays as well as emergency responsiveness as requiredAble to work ten hour-plus shifts, plus ability to stand, sit, squat or walk for extended periods of time, walk up and down stairsAble to grasp, reach overhead, push, lift and carry up to 50 poundsAble to work with all management teams to ensure optimal communicationAbility to work well under pressure in a fast paced, ever changing work environmentExcellent verbal and written communication skillsHighly organized with strong attention to detailHigh integrity and professionalismHigh School education or equivalentUnderstands, utilizes and embraces new technology and its implementation into our operationA positive, joyful, upbeat and energetic attitude – leading by exampleAbility to train on-site in Greater Boston or Tysons Corner, VAOther desirable (but not necessary) skills & experience include:Minimum 2 years' experience working as an Entertainment Venue, Restaurant or Bar Manager or equivalent in a high-volume entertainment and/or food & beverage businessRelevant Education: B.S. in Hospitality Management, or other related degree