Director Operations Corporate Operating Units - Urban Air

Unleashed Brands • Bedford, TX

6d • Hybrid

About The Position

The Director of Operations leads the financial, operational, and people performance of a portfolio of company-owned Urban Air parks across multiple geographic markets. This role has full P&L accountability and leads through General Managers to deliver revenue growth, profitability, guest experience, safety, and consistent brand execution. The Director is expected to be visible in the parks, use data and firsthand observation to identify gaps, and hold leaders accountable for timely, measurable improvement. The ideal candidate is a hands-on multi-unit operator who can balance financial discipline, operating standards, and strong people leadership in a fast-paced, high-volume environment.

Requirements

• 7+ years of progressive operations leadership, including direct responsibility for multiple locations across varied geographic territories.
• Proven experience leading General Managers and large frontline teams in multi-unit restaurant, retail, hospitality, family entertainment, or a similar service-based business.
• Full P&L responsibility with a track record of improving sales, labor productivity, expense control, margin, and EBITDA performance.
• Hands-on people leadership experience, including selection, onboarding, coaching, performance management, succession planning, engagement, and retention.
• Strong analytical skills and business judgment, with the ability to read financial and operating data, identify root causes, and turn insights into action.
• Working knowledge of safety, compliance, facilities, food service, and guest-facing operations in high-volume environments.
• Clear, credible communicator who creates accountability and can influence park leaders, peers, and senior leadership.
• Bachelor's degree preferred or equivalent experience; based in DFW and able to work in-office, with regular travel of approximately 50% across assigned markets.

Responsibilities

• Own the consolidated and park-level P&L for the assigned portfolio, including revenue, labor, food and beverage costs, controllable expenses, capital needs, and EBITDA performance.
• Build and manage annual budgets, forecasts, and financial targets; use operating data, market trends, and park visits to identify gaps and improve profitability.
• Hold General Managers accountable for business plans and results, and lead focused recovery plans when a park is not meeting expectations.
• Lead day-to-day performance across parks located in different geographic markets, ensuring consistent execution of operating standards and company priorities.
• Establish clear operating rhythms, scorecards, and performance reviews that give leaders visibility into results and keep teams focused on the most important actions.
• Spend significant time in the parks observing operations, inspecting standards, coaching leaders, and resolving issues that affect performance or the guest experience.
• Recruit, onboard, coach, evaluate, and retain General Managers and key park leaders; build a strong leadership bench and succession plans for critical roles.
• Set clear expectations and create accountability for results, behavior, and leadership standards; address performance and conduct issues promptly in partnership with the People Team.
• Ensure staffing plans, scheduling practices, training, engagement, and retention strategies support guest demand, safety requirements, and financial goals.
• Improve the end-to-end guest experience across attractions, front desk, memberships, birthday parties and events, and the cafe; ensure leaders respond quickly to service issues and guest feedback.
• Partner with park leaders and Marketing and Sales teams to grow admissions, memberships, party and event revenue, food and beverage sales, and repeat visits.
• Ensure parks consistently meet requirements for attraction safety, food safety, maintenance, cleanliness, cash and inventory controls, employment practices, and applicable laws and regulations.
• Review incidents, audits, and operating risks; ensure corrective actions are completed, documented, and escalated when needed.
• Translate Urban Air and company priorities into practical market and park action plans, and lead the field execution of major initiatives, openings, transitions, and operating changes.
• Partner with the Brand President and leaders in Operations, Finance, People, Marketing, Sales, Training, Facilities, and Safety to remove barriers, allocate resources, and improve results across the portfolio.

Benefits

• Paid bi-weekly
• Company Paid Holidays
• Flexible Paid Time Off
• Paid Parental Leave
• Multiple health care insurance plans that cover medical, dental, prescription, vision, and employer HSA contributions
• Competitive 401(k) Program with employer matching contributions
• Daily dress code of "business casual"
• A positive work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Director