Manager of Quality Control and Support

The Escape Game•Smyrna, TN

7d•$60,000 - $75,000•Onsite

About The Position

Great Big Game Show is expanding from 30 locations to nearly 50, and the Manager of Quality Control and Support helps ensure each new location is ready for opening day. This player-coach role combines team leadership, hands-on technical work, launch quality control, and store support. The manager will build systems and coach the team at HQ, travel to new locations to inspect game rooms and support launches, and serve as a steady point of contact when stores encounter issues. The position is based at the non-remote HQ in Smyrna, Tennessee. Regular travel is a core part of the role, typically one to two trips per month lasting three to six days, with occasional emergency travel or routine store visits. Extended hours are expected during travel, with rest days provided before or after travel. The role also participates in an on-call rotation, currently about every third week or weekend. Expected weekly hours are 45–50.

Requirements

Comfort using Google Sheets, including formulas.
Baseline understanding of production and fabrication, including CNC, carpentry, scenic work, paint, and controls.
Strong organizational and people skills, including the ability to maintain an organized schedule.
Ability to lift and carry up to 50 pounds, stand, walk, climb ladders, and work in tight spaces for extended periods.

Nice To Haves

Store-level Assistant Manager or General Manager experience is ideal.
Baseline construction and audiovisual skills are valuable; advanced troubleshooting skills can be learned on the job.
Experience leading a team in a fast, informal structure and creating a positive, safe, and hospitable workplace.
Interest in interactive media and a competitive, results-oriented mindset.

Responsibilities

Hold regular one-on-one meetings with each direct report, including during installation travel.
Own the team skills matrix, defining required independent skills, tracking team capabilities, and assigning learning opportunities on each job.
Develop team members so they can independently handle support calls and quality control.
Provide timely, direct feedback; recognize strong work; address issues early; and document performance matters.
Conduct performance reviews and establish development goals for team members.
Recruit, interview, hire, and onboard installers and project managers in partnership with HR and the Sr. Director.
Partner with HR and the Sr. Director on coaching, performance plans, and separations.
Review built set pieces with the production team against quality standards.
Travel to new locations to inspect game rooms for performance and visual standards before opening.
Provide on-site operational support during store launches and troubleshoot issues as they arise.
Review floor plans for upcoming locations and provide feedback.
Partner with store teams to diagnose and resolve technical issues involving lighting, sensors, PCs, and AV.
Use the ticketing system to report, track, and resolve product safety, functionality, and aesthetic issues.
Take and schedule store calls and guide store teams to successful remote resolutions.
Collaborate across departments to improve the product using feedback from guests and team members.
Maintain knowledge of Great Big Game Show's past and current product standards.
Perform on-site repairs and emergency travel as needed.
Create repeatable processes and tools to reduce recurring issues across locations.
Build and maintain systems that keep studios running smoothly.