Territory Operations Leader
About The Position
At Family Entertainment Group (FEG), the Territory Operations Leader oversees multiple Family Entertainment Center locations across a defined territory, ensuring exceptional guest service, operational excellence, and strong business performance. The role is responsible for locations throughout Northern California, Washington, and Hawaii, and candidates must reside in Northern California. This is a hands-on, people-focused leadership position centered on hospitality, team development, financial results, and consistent execution of FEG brand standards. The leader recruits, coaches, and develops General Managers and site-level leaders; strengthens engagement, morale, and retention; and supports teams through recognition, coaching, and accountability. They oversee staffing, scheduling, safety, cleanliness, facility condition, and game and attraction functionality, while making frequent site visits and maintaining regular communication with teams. The role also manages equipment and location performance data, labor and payroll, territory P&L, KPIs, compliance, and guest experience. The Territory Operations Leader works 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 track record of building and leading high-performing teams.
- Strong financial acumen, with 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 with a strong presence in the field.
- Excellent communication, coaching, and business operations skills.
- Willingness to travel frequently within the assigned territory.
- Must reside in Northern California.
Responsibilities
- Lead operations across a defined geographic territory of Family Entertainment Centers in 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 and 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 for assigned locations.
- Manage labor as a controllable cost using forecasting tools, weekly schedules, and traffic trends.
- 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, promoting transparency, urgency, and continuous improvement.
- Champion a guest-first mindset and 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 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.
- Travel frequently within the assigned territory.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
