Director of Operations - Opening Team!

About the role

Level99 is seeking a Director of Operations for its upcoming Paramus, NJ location. The Director of Operations will oversee daily operations for a 40,000+ square-foot entertainment venue and full-service bar, ensuring a best-in-class customer experience for nearly 300,000 guests annually. The role requires leading a team of 100+ associates, delivering exceptional financial results, and maintaining high operational standards across beverage, entertainment, event, and maintenance functions. The ideal candidate will act as a strategic leader, hands-on manager, and brand ambassador, fostering a collaborative and high-performing team environment.

Responsibilities

• Lead, direct, and manage all aspects of day-to-day venue operations, prioritizing a customer-first experience and team member development.
• Oversee financial performance through sales forecasting, scheduling, inventory management, vendor relations, and operating standards.
• Ensure best-in-class hospitality and team member satisfaction through performance monitoring, supervision, and professional development.
• Recruit, hire, and train 100+ team members, including leadership development and compliance with policies and standards.
• Monitor service quality, operational efficiency, guest satisfaction, and financial metrics.
• Support and execute the Level99 operations playbook to maintain consistency across venues.
• Identify operational gaps and implement corrective measures, sharing learnings across the organization.
• Travel as needed to collaborate with other venues, support the Support Center, and drive success for Level99 Garden State Plaza in Paramus, NJ.
• Perform other duties as assigned.

Must-Have Skills

• Minimum 15 years of progressive experience in hotel, entertainment, or food & beverage industries.
• Multi-unit operations or multi-discipline experience within a large-format venue.
• Deep knowledge of hospitality, entertainment, or bar operating systems, including sales forecasting, labor management, COGS reporting, invoice management, and reservation management.
• Strong guest-facing communication and service recovery skills.
• Team-first attitude with the ability to communicate effectively across all organizational levels.
• Exceptional verbal, written, and interpersonal skills.
• Proficiency in Google Suite and/or Microsoft Office (Word, Excel, PowerPoint).
• Flexible schedule including days, nights, weekends, holidays, and emergency responsiveness.
• Ability to work 10+ hour shifts, stand, sit, squat, walk, climb stairs, and lift/carry up to 50 pounds.
• Outstanding organizational, administrative, and detail-oriented skills.
• Ability to promote positive, fair, and ethical relations with all team members as a brand ambassador.
• Compassionate, empathetic, humble, respectful, and kind with high emotional intelligence.
• Reliable car and current driver’s license.
• Willingness to train on-site at an existing location.

Other Desirable Skills & Experience

• Bachelor’s degree or equivalent experience in a related field.
• Knowledge of Spanish or Portuguese.
• Experience with new openings for hotels, restaurants, or entertainment establishments.

Pay

$125,000 – $150,000 per year