Territory Operations Leader
About The Position
Family Entertainment Group (FEG) is seeking a hands-on, people-focused Territory Operations Leader to oversee multiple Family Entertainment Center locations across Northern California, Washington, and Hawaii. The role is responsible for exceptional guest service, operational excellence, team development, and strong business performance across the territory. The candidate must reside in Northern California and be willing to travel frequently within the assigned territory. The leader develops General Managers and site-level leaders, maintains FEG brand standards, and ensures consistent execution in staffing, scheduling, safety, cleanliness, and facility and attraction functionality. The role also owns the territory P&L, manages labor and payroll, monitors KPIs and equipment-related data, and develops action plans to achieve financial and guest-experience goals. The Territory Operations Leader partners with executive leadership on initiatives, marketing activations, and regional events, and shares field insights to inform corporate operational strategy.
Requirements
- At least 5 years of multi-unit management experience in retail, hospitality, entertainment, or attractions.
- Proven ability to build and lead high-performing teams.
- Strong financial acumen, including direct experience managing labor, payroll, and full P&L responsibility.
- Ability to interpret engagement data and take action to improve culture and performance.
- Hands-on leadership style and strong field presence.
- Excellent communication, coaching, and business operations skills.
- Willingness to travel frequently within the assigned territory.
- Residence in Northern California.
Responsibilities
- Lead operations across a defined geographic territory of Family Entertainment Centers, aligning locations 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.
- Recognize high performers and support underperforming teams through coaching and accountability plans.
- Ensure excellence in staffing, scheduling, safety, cleanliness, and the functionality of games and attractions.
- Conduct frequent site visits to inspect locations, engage with employees, and model frontline leadership.
- Maintain a visible leadership presence and open communication with teams in person and through digital check-ins.
- Manage and analyze data related to equipment performance, payouts, and other key metrics for assigned locations.
- Manage labor costs using forecasting tools, weekly schedules, and traffic trends.
- Monitor payroll weekly and coach General Managers to make proactive adjustments based on seasonality, performance, and business conditions.
- Own the territory P&L and analyze revenue trends, expense controls, and profit opportunities.
- Develop and execute action plans to meet or exceed financial targets.
- Track and respond to KPIs across locations, promoting transparency, urgency, and continuous improvement.
- Review guest feedback, mystery shop results, and site performance to improve service, safety, and cleanliness.
- Hold teams accountable for delivering guest experiences that encourage loyalty and repeat visits.
- Ensure 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 initiatives, marketing activations, and regional events that drive traffic and revenue.
- Share field intelligence and business trends to inform corporate operational strategy.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
