Manager of Quality Control and Support

The Escape Game•Smyrna, TN

2d•Onsite

About The Position

The Manager of Quality Control & Support leads the quality-control and support function for Great Big Game Show as the company expands its locations. This hands-on player-coach role combines team leadership, technical troubleshooting, quality inspections, and support for new-store launches. The manager works at the Smyrna, Tennessee headquarters and travels regularly to new and existing locations to ensure game rooms meet performance and visual standards and are ready for opening day. The role also provides remote guidance to store teams, helps resolve technical issues, and builds repeatable processes and systems that reduce recurring problems. The position reports to the Senior Director of Great Big Game Show Deployment. It involves approximately 45–50 hours per week, regular travel of about one to two trips per month lasting three to six days each, extended hours during travel, and a rotating on-call schedule currently about every third week or weekend. Rest days are provided before or after travel.

Requirements

Comfort using Google Sheets, including formulas.
Baseline understanding of production and fabrication, including CNC, carpentry, scenic work, paint, and controls.
Strong organization and people skills, including the ability to maintain an organized schedule.
Ability to lift and carry up to 50 pounds.
Ability to stand, walk, climb ladders, and work in tight spaces for extended periods.
Ability and willingness to travel one to two times per month for three to six days per trip, with extended hours during travel.
Ability to participate in a rotating on-call schedule, currently about every third week or weekend.
Strong communication skills, in writing, over the phone, and in person.

Nice To Haves

Store-level Assistant Manager or General Manager experience is ideal.
A baseline across construction and AV; advanced troubleshooting skills can be learned on the job.
Interest in interactive media.

Responsibilities

Lead and develop team members through regular one-on-ones, including during installation travel.
Maintain a team skills matrix, track team members’ capabilities, and assign learning opportunities on each job.
Develop team members who can independently handle support calls and quality-control work.
Provide timely feedback and recognition, address and document performance issues, conduct performance reviews, and set development goals.
Recruit, interview, hire, and onboard installers and project managers with HR and the Senior Director.
Partner with HR and the Senior 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.
Help store teams 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 teams to remote resolutions.
Collaborate across departments to improve the product based on guest and team-member feedback.
Serve as a source of knowledge about past and current Great Big Game Show 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 help studios run smoothly.