Head of Operations & Business Management

LEGENDS GLOBAL Legends Global is the premier partner to the world's greatest live events, venues, and brands. Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking of world-class live events and venues. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career. ONE WORLD OBSERVATORY One World Observatory, positioned atop One World Trade Center, offers 360-degree views of the New York skyline from the tallest building in the Western Hemisphere. The space also features ONE Dine, a view restaurant and bar, offering elevated American cuisine and a selection of beers, wines, and specialty cocktails. The private event space, ASPIRE at One World Observatory, offers 9,000 square feet of private event space with unparalleled views for up to 450 guests. THE ROLE The Operations Manager is responsible for leading the daily operations of assigned departments, ensuring the consistent delivery of exceptional guest experiences while maintaining operational efficiency, service standards, payroll accuracy, and compliance with company policies and procedures. This role provides leadership and direction to front-line and supervisory team members, oversees staffing and operational processes, and partners with venue leadership to achieve business objectives. The Operations Manager serves as a visible leader, fostering a culture of accountability, collaboration, safety, and service excellence. ESSENTIAL DUTES AND RESPONSIBILITIES Oversee the daily operation of assigned departments and service areas to ensure efficient, safe, and effective operations. Develop and manage staffing plans, schedules, and labor resources to support operational needs while maintaining payroll accuracy and labor cost controls. Maintain service, quality, and operational standards through regular inspections, audits, and ongoing evaluation of departmental performance. Support the maintenance and protection of company assets, equipment, and facilities through preventative maintenance and operational best practices. Foster effective communication and collaboration among team members, department leaders, clients, and business partners. Assist in the development and implementation of initiatives that improve operational efficiency, guest satisfaction, employee engagement, and financial performance. Ensure point-of-sale systems and operational reporting tools are properly maintained and utilized. Ensure compliance with all company policies, procedures, safety standards, and applicable regulatory requirements. Assist with the recruitment cycle, specifically onboarding, training, coaching, and developing team members to support operational excellence and succession planning. Prepare and review operational reports, analyze performance metrics, and recommend improvements to leadership. SUPERVISORY RESPONSIBILITIES Directly supervise team members and operational supervisors as assigned. Address performance concerns and administer corrective action in accordance with company policies. EDUCATION AND/OR EXPERIENCE Bachelor's degree in Hospitality Management, Business Administration, Operations Management, or a related field preferred. Minimum three (3) years of operations management, hospitality, attractions, entertainment, retail, food and beverage, or related leadership experience required. Experience with labor planning, payroll administration, operational reporting, and point-of-sale systems preferred. SKILLS AND ABILITIES Strong leadership, coaching, team-building, and employee development skills. Excellent organizational, communication, and time-management skills, with the ability to manage multiple priorities in a fast-paced environment. Strong guest service focus and ability to build effective working relationships with team members, clients, vendors, and all levels of management. Proficiency in Microsoft Office Suite and working knowledge of point-of-sale systems, scheduling software, and operational reporting tools. Ability to maintain accuracy, attention to detail, and accountability when managing payroll, operational reporting, and departmental resources. Ability to adapt to changing business needs and operational priorities. Ability to work a flexible schedule, including evenings, weekends, holidays, and extended hours as business needs require. COMPENSATION Competitive salary range of $66,500 - $72,000 and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401(k) plan. WORKING CONDITIONS Location: On-site (One World Observatory, NYC) PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position. Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people.