Operations Manager - Technical and SFX

BEAT THE BOMB•Washington, DC

19d•$55,000 - $65,000•Onsite

About The Position

The Technology and SFX Operations Manager will oversee the maintenance and seamless operation of Beat The Bomb DC's technology, computers, interactive video games rooms, laser mazes, projection walls, and RFID technology. You will also ensure that our high-tech special-effects "World's Largest Paint, Foam, and Slime Bomb" rooms are properly maintained and always operational. Technical ability, critical thinking, strong communication skills, and computer proficiency skills are a requirement. The right candidate has likely done tech support for an office, school, church, arts facility, movie theater, or entertainment facility like an Escape Room, Lucky Strike, Topgolf, Dave & Busters, Main Event, or Laser Tag facility. You may have built your own PC, can program a Raspberry Pi, have experience taking apart mechanical and engineered devices, and have a solid aptitude with audio-visual equipment. Friends might think of you as a real-life version of MacGuyver. You must also be excited to work in a hospitality environment with the ability and willingness to deal with customer service and learn new skills like bartending and doing basics in the kitchen. This is a unique opportunity for a motivated technologist who wants a crossover management role where they can grow as a leader and contribute to a company that is creating a totally new category of gaming. To achieve your objectives, you will manage and mentor a team of junior-level technology and special effects staff to complete all regular maintenance. The role requires night and weekend shifts during our busiest hours. Together with fellow location managers (GM, AGM, Operations Manager: Front of House, and Shift Supervisors) you will work to deliver amazing guest service while supporting a continuous pipeline of new product and gaming initiatives working as the primary connection to the company's Chief Technology Officer as well as Technology Manager at Beat The Bomb Headquarters.

Requirements

Experience doing IT technology support, preferably 3-5 years. For example for an office, school, church, arts facility, movie theater, or entertainment facility such as an Escape Room, Bowling alley, Topgolf, Dave & Busters, Main Event, or Laser Tag.
Experience with Windows
Comfort with IP networking (Understanding and setting IP addresses)
Experience with remote desktop/TeamViewer/VNC
Comfort with replacing PC hardware and OS configuration
Experience debugging hardware/software issues
Ability to test hardware and software as necessary
Experience in Microsoft Office and G-Suite products
Generally handy and not afraid to figure out how to fix things - mechanical, plumbing, etc.
Nights/weekends and holiday availability is required
Must be able to provide references upon request
Strong aptitude for technology and an interest and excitement to learn more
An interest in live experiences / digital gaming
Knows the importance of driving exemplary online customer reviews
Strong personality and people skills are a must
Experience building and working within a team
Remains calm when faced with external pressures
Isn't afraid to get messy...it's a paint blast facility after all!
Loves people! They thrive when engaging with both teammates and customers alike!
The ultimate teammate - they are ready to jump in and help whenever necessary!
Is solution oriented, friendly, outgoing and inclusive
Doesn't mind physical activity... our paint buckets can weigh up to 50 lbs

Nice To Haves

Management experience in a location-based entertainment business with a food & beverage service is a plus
Basic electronics (soldering)
"Maker" interest and experience
Experience building a PC from scratch
Professional special-effects experience

Responsibilities

Responsible for smooth technology and special effects operations at all times, to maximize the customer experience
Directly serve as onsite tech support and special effects lead during key shifts, responding under pressure to any urgent issues that arise
Flexible to respond to emergency tech issues during non-working ("off") hours
Manage daily/weekly maintenance and replacement of all hardware and equipment in the location. Includes cleaning computers, checking cable connections, modifying the laser mazes, compressor maintenance, replacing HVAC filters, and maintaining the bomb room special effects and photo bomb systems.
Support HQ Tech team in ensuring all software is up-to-date and debugging issues with various applications
Monitor, track, and address all tech and SFX issues with written End-of-Day reports
Manage all technology inventory, ensuring all equipment is properly tracked, and sufficient spares are ordered and on standby
Maintain server room and all location network operations
Work with HQ team to ensure all technical support docs and SOPs are kept up to date
Lead on technology training for all Managers, Bomb Techs, Tech Runners, Game Runners and non-technical staff as needed
Perform facilities maintenance tasks around the space
Oversee our in-house laundry operation (hazmat suits)
Manage key facility vendors (pest control, repair services, etc.)
Support HQ Tech team in testing new games and software features
Serve as a generalist 'Operations Manager' ensuring smooth running of a shift
Ability to work hands on with the staff within all departments in the location and operate in any role
Ability to manage opening and closing of the location, weekends, and holidays
Ability to manage all aspects of any guest's reservation in our booking software
Ability to answer customer questions and support guest check-in and team onboarding
Maintain exceptional guest-centered culture which exceeds customer expectations.
Oversee service quality, operational efficiency, guest satisfaction, standards compliance, and financial measurements as applicable to your area of responsibility
Assist with maintaining the appearance and safety of the facility
Assist with managing inventory and ordering of supplies for the facility
Assist with hiring, performance reviews, 1 on 1 meetings, scheduling, conflict resolution, and coaching, in particular for junior level technology staff and special effects staff
Address operational performance, productivity, and efficiency gaps and work with your team to implement measures to correct those deficiencies
Responsible for the management and coordination of tech & sfx staff schedules
Communicate with headquarters CTO and Technology Manager on a regular basis
Cultivate relationships with your staff and other businesses in the area to develop a strong culture that invites community relations
Engage and have fun with our customers! Help maintain a safe environment and facilitate a safe experience for our customers and fellow team members
Manage blasting customers with PAINT, FOAM, and SLIME!
Demonstrates exceptional leadership capabilities with a track record of attracting, developing, and motivating top talent, swiftly adapting to change, and leading others through the fast-paced environment of the job
Ability to coach, inspire, support, and motivate your team to provide a world-class and service-minded, customer experience