Territory Operations Leader

Key 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 all 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 lines of communication with your teams—both in-person and through digital check-ins.
• Manage labor as a controllable cost by 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 P&L for your territory, analyzing revenue trends, expense controls, and 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 at every location. Review guest feedback, mystery shop results, and site performance to raise the bar on service, safety, and cleanliness.
• Hold teams accountable for delivering the kind of experience that earns loyalty and repeat visits.
• Ensure all locations meet safety, health, licensing, and labor law requirements.
• 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.

Requirements

• 5+ years of multi-unit management 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 strong presence in the field
• Excellent communicator, coach, and business operator
• Willing to travel frequently within assigned territory