Operations Director

Batbox•Addison, TX

1d•Hybrid

About The Position

Based in Dallas and reporting to the VP, Product, as Director, Simulator Operations, you will lead the Simulator Operations function behind Batbox’s national baseball simulator business. You will work through functional managers across Installation, Logistics & Procurement, Design, and Customer Support to build the operating structure, accountability, and visibility needed to scale deployments across sports bars, entertainment venues, and partner locations throughout the United States with consistency, quality, and cost discipline. This is a hands-on leadership role in a growing Series A company. Your focus will be creating clarity, process discipline, manager accountability, and practical reporting rhythms so each function can execute well as the business grows. In year one, the priority is not to fully mature every operational function, but to build the foundation: stronger manager ownership, more predictable installations, clearer handoffs, better cost visibility, and better leadership visibility into risks, capacity, costs, and performance. Your commitment to our core values of 'Be a Good Human', 'Amp the Experience', 'Lead Together', and 'Level Up' and your dedication to our pillars of 'Craft Legendary Experiences', 'Powered by People', 'Build for the Future', and 'Beyond the Game' will contribute to a future that's innovative, scalable, and beyond the ordinary.

Requirements

7+ years of progressive operations experience, ideally with exposure to field services, installation, technology delivery, logistics, procurement, supply chain, and customer support.
Experience in AV integration, interactive display, venue-based technology, field services, construction-adjacent operations, or a tech-forward experiential business is a strong fit.
Experience leading through managers or senior functional owners, with the ability to create clarity, accountability, operating rhythms, and follow-through across multiple workstreams.
Comfortable operating in a fast-moving, early-stage environment where processes are still being built, priorities may shift, and leaders need to balance structure with flexibility.
Strong project and operations management skills, including scheduling, resource planning, budgeting, risk management, issue resolution, and cross-functional coordination.
Experience building practical, repeatable processes such as SOPs, playbooks, dashboards, handoff processes, meeting rhythms, and performance tracking.
Data-driven and comfortable using KPIs to improve operational performance, such as on-time delivery, cost per install, first-time-right rate, rework, support trends, inventory visibility, COGS, and customer experience.
Strong financial and margin orientation, with the ability to identify operational cost drivers, improve efficiency, reduce waste, and support better business decision-making.
Hands-on, practical builder mindset with the ability to move between strategy and execution, support managers, remove roadblocks, and help create structure without overbuilding process.
Strong people leadership skills, including coaching managers, building accountability, developing teams, managing performance, and creating a practical operating cadence.
Clear, proactive communication skills, with the ability to manage up effectively, surface risks early, align cross-functional partners, and keep senior leadership informed without being asked.

Nice To Haves

Bachelor’s degree in Business, Operations, Supply Chain, Engineering, Construction Management, or a related field is preferred but not required. Equivalent hands-on experience will be considered.
PMP, Lean Six Sigma, or similar project/process certification is an asset.

Responsibilities

Lead the installation function through the Installation Manager, ensuring the team has the standards, tools, processes, and accountability needed to deliver consistent simulator deployments across markets.
Set the operating model for simulator rollouts, including project sequencing, site readiness expectations, installation standards, escalation paths, and handoffs from Business Development through installation, testing, and client handoff.
Partner with Installation, Design, Business Development, and Customer Support to improve site readiness, reduce delays, minimize rework, and create a smoother customer and partner experience.
Lead the Logistics & Procurement function through the Logistics & Procurement Manager, ensuring stronger visibility and discipline across vendor management, hardware sourcing, inventory, shipping, warehousing, staging, and deployment planning.
Set expectations for procurement and logistics processes that support reliable installation volume, reduce avoidable cost, and improve predictability.
Partner with Finance and functional managers to identify and drive opportunities to reduce hardware costs, freight costs, rework, overtime, travel, support burden, and other operational waste.
Lead the Customer Support function through the Client Support Manager, ensuring the team has clear service standards, escalation paths, ownership, communication norms, and reporting.
Partner with the Client Support Manager to improve response times, resolution times, customer experience, partner retention, and support efficiency.
Help establish the foundation for a scalable maintenance and parts program, including support workflows, warranty considerations, replacement-part needs, inventory approach, and the roadmap for future partner ordering.
Establish the KPI framework and reporting rhythm for Simulator Operations, ensuring each functional manager has clear metrics and accountability for their area.
Create visibility into the metrics that matter most, including installation performance, milestone status, cost per install, rework, support trends, technician capacity, inventory status, operational risks, and budget performance.
Provide leadership with proactive visibility into what is working, where there are constraints, and what decisions are needed.
Partner with functional managers to plan capacity across full-time labor, local labor, contractors, vendors, technician availability, and installation demand.
Ensure core safety standards, training expectations, site protocols, incident reporting, and accountability mechanisms are in place for installation and warehouse operations.
Build practical systems that support safe, consistent execution as Batbox scales across markets.
Lead the Simulator Operations management team, including Installation, Logistics & Procurement, Design, and Customer Support.
Build a strong manager-led operating rhythm with clear priorities, ownership, metrics, meeting cadence, escalation paths, and accountability across each function.
Coach and develop functional managers so they can own day-to-day execution, manage their teams, surface risks early, and drive results without the Director becoming the bottleneck.