Director of Operations

Who We Are

Level99 is a sprawling playground designed for adults with over 50 life-sized mini-games where players dodge axes, crack puzzles, and outsmart real-world challenges. Each game lasts about 1-4 minutes and is built for 2-6 people to play together. One ticket unlocks access to all games including Challenge Rooms, Player-vs-Player duels, and an art scavenger hunt. Progress is saved each time you play so you can earn rewards and climb the leaderboard. Alongside the games, Level99 offers a full-service bar and award-winning restaurant featuring scratch-cooking, local craft beers, handmade cocktails, and a variety of event spaces. Locations include Natick, MA; Providence, RI; Tysons, VA; Disney Springs, FL; and upcoming openings in West Hartford, CT; Paramus, NJ; Philadelphia, PA; and Raleigh, NC. Level99 is backed by Act III Holdings, led by Panera founder Ron Shaich, and the team has experience from projects such as 5 Wits to Walt Disney Imagineering.

Overview

The Level99 team is seeking a Director of Operations for the upcoming opening in Paramus, NJ who will ensure a best-in-class customer experience for nearly 300,000 guests per year by managing daily operations of the full-service bar and entertainment venue spanning over 40,000 square feet. The Director will lead a team of 100+ associates and deliver exceptional financial results through detail-oriented leadership and cross‑functional collaboration. A successful candidate will be a strategic business leader who also dives into daily details, becomes the expert on every role, and leads by example.

Responsibilities

• Lead, direct and manage all aspects of day-to-day venue operations including ensuring a customer-first experience and developing / managing all team members (scheduling, compliance, standards/performance, and policies)
• Lead the management and improvement of the financial performance of the unit executing a cadence of daily, weekly, and period-frequency projects ensuring operating standards are maintained concurrently (e.g., sales forecasting, scheduling, inventory, local vendor relations, etc.)
• Ensure best-in-class hospitality experience and team member satisfaction
• Monitor and develop team member performance, particularly the leadership team, to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward
• Recruit, hire and train team members, overseeing the success and development of 100+ individuals at the venue
• Oversee service quality, operational efficiency, guest satisfaction, standards compliance and service and financial measurements
• Support the development and lead the execution of the Level99 operations playbook, ensuring standards are consistently upheld across venues
• Identify operational performance, productivity and efficiency gaps and implement measures to correct those deficiencies and