Territory Operations Leader

FAMILY ENTERTAINMENT GROUP LLC•Reno, NV

10d•$90,000 - $115,000

About The Position

At Family Entertainment Group (FEG), the Territory Operations Leader oversees multiple Family Entertainment Center locations across a defined geographic territory, ensuring exceptional guest service, operational excellence, and strong business performance. The position is responsible for locations throughout Northern California, Washington, and Hawaii, and candidates must reside in Northern California. This hands-on, people-focused leadership role emphasizes hospitality, team development, and driving results across multiple sites.

Requirements

Must reside in Northern California.
Experience or capability in hands-on, people-focused leadership across multiple sites, including hospitality, team development, and driving business results.

Responsibilities

Lead operations across a defined geographic territory of Family Entertainment Centers, ensuring alignment with FEG brand standards and cultural expectations.
Establish and reinforce best practices in guest service, operational execution, and facility excellence.
Recruit, coach, and develop General Managers and site-level leadership.
Use employee engagement data and field insights to improve culture, team morale, and retention across the territory.
Recognize and reward high performers; support underperforming teams with coaching and accountability plans.
Ensure daily excellence in staffing, scheduling, safety, cleanliness, and the functionality of games and attractions.
Conduct frequent site visits to inspect conditions, engage with team members, and model frontline leadership.
Maintain a visible leadership presence and open communication with teams, both in person and through digital check-ins.
Manage and analyze data related to equipment performance, payouts, and other key metrics within assigned locations.
Manage labor as a controllable cost using forecasting tools, weekly schedules, and traffic trends to staff appropriately.
Monitor payroll weekly to ensure alignment with revenue expectations and budget targets.
Coach General Managers to make proactive adjustments based on seasonality, performance, and business conditions.
Own the territory P&L, analyze revenue trends and expense controls, and identify profit opportunities.
Develop and execute action plans to hit or exceed financial targets.
Track and respond to KPIs across all locations, ensuring transparency, urgency, and continuous improvement.
Champion a guest-first mindset; review guest feedback, mystery shop results, and site performance to improve service, safety, and cleanliness.
Hold teams accountable for delivering experiences that earn guest loyalty and repeat visits.
Ensure all locations meet safety, health, licensing, and labor law requirements.
Conduct site audits and support General Manager-led emergency preparedness efforts.
Collaborate with executive leadership on new initiatives, marketing activations, and regional events that drive traffic and revenue.
Share field intelligence and business trends to help shape operational strategy at the corporate level.