Head of Operations & Business Management

Level99 is a sprawling playground designed for adults with over 50 life‑size mini‑games where Players dodge axes, crack puzzles, and outsmart real‑world challenges. Each game lasts about 1-4 minutes and is built for 2-6 people to play together. One ticket to Level99 unlocks access to all of our games including Challenge Rooms, Player‑vs‑Player duels, and an art scavenger hunt. Alongside the games, Level99 offers a full‑service bar and award‑winning restaurant - featuring scratch‑cooking, local craft beers, handmade cocktails, and a variety of event spaces. Level99 is backed by Act III Holdings, led by Panera founder Ron Shaich, and we have a talented team that has worked on successful entertainment projects ranging from 5 Wits to Walt Disney Imagineering. The 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 team.

Managing hiring efforts administratively and in person, including job posting maintenance, recruiting budgets, interviewing, hiring, and onboarding.

Allows empowerment amongst the staff to help develop each other based on individual strengths.

Supports the Venue Director of Operations and the Assistant Venue Director of Operations in the growth & development of the Operations leadership team including all hourly supervisors.

Work with the F&B, Entertainment and Learning & Development teams to implement and maintain service team training programs and support the other managers in their efforts to do the same.

Thorough 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 performance.

Leads team members through effective and efficient operational execution, including shift tasks and routines as well as proper facilities upkeep.

Ensures continuous compliance with all relevant federal/state laws, insurance requirements, Landlord regulations, and company policies. Daily cash management, reconciliation, and audits.

Ordering paper products and inventory.

FOOD & BEVERAGE / BAR

Works with the Support Center F&B team to ensure product compliance, ordering, inventory and quality.

Quick 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 decisiveness.

Ensures 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 standards.

Leads team members through effective and efficient operational execution, including shift tasks and routines as well as proper facilities upkeep.

Thorough knowledge of food and beverage menus, event menus and entertainment offerings.

Supports 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 members.

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 performance.

Ensure communication between the Event Department (Sales/Director/Coordinator) and local venue team is seamless. Responsible for the training, testing and scheduling of all Event Captains to ensure operational coverage for all events.

Fill out the event tracker daily at the beginning of each shift to ensure that running financials are accurate.

ENTERTAINMENT SYSTEMS & MERCHANDISE

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 members.

Helps with loss‑prevention tactics and procedures to ensure safety of products and people.

Maintains local inventory and offering POS systems.

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.

Ability to work a flexible schedule based on business needs which will include days, nights, weekends and holidays as well as emergency responsiveness as required.

Able to work ten‑hour-plus shifts, plus ability to stand, sit, squat or walk for extended periods of time, walk up and down stairs.

Able to work with all management teams to ensure optimal communication.

Understands, utilizes and embraces new technology and its implementation into our operation.

Ability to train on‑site in Greater Boston or Tysons Corner, VA.

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.

S. in Hospitality Management, or other related degree.