Director of Entertainment Operations 5.13.2024
Greater Boston, MA
Support Center – Entertainment Operations /
Full-time /
Hybrid
WHO WE ARE
Level99 is a first-of-its-kind entertainment experience, which opened its proof-of-concept venue in Natick MA in June 2021. A massive World of Challenges, over 48,000 square feet in size, Level99 offers a physical open-world game environment where groups of 2-6 guests choose from over 40 rooms, each containing a unique physical or mental team challenge. Coupled with craft drinks and food in the Night Shift Beer Hall and an authentic brewery dining experience in the Night Shift Tap Room & Kitchen, Level99 is an exciting new entertainment experience designed for young adults. More information is available at http://www.level99.com.
A young, entrepreneurial company, Level99 has immediate plans to expand nationwide. We are venture backed with 8-figure financing and have an amazing team that has worked on such successful entertainment projects as 5 Wits, Boda Borg, Escape Rooms, Blue Man Group, and Walt Disney Imagineering. This position is an opportunity for an experienced and motivated individual to dive into a fast-paced, dynamic environment and experience a true growth company, where you can apply your skills in a fun and exciting setting that brings joy and entertainment to hundreds of thousands of people.
JOB DESCRIPTION
The Director OF Entertainment Operations is responsible for all facets of entertainment operations, dedicated to delivering our elevated product offering in a positive, authentic, and inspiring environment for both guests and team members. The role is hands-on, in the trenches, working side by side with the full-time venue-level Entertainment management teams (unit Director of Operations, Entertainment GM, venue maintenance etc.), as well as alongside the Entertainment Development team, to drive overall venue quality, standards and performance. The Director of Entertainment Operations is passionate about getting the details right, continually improving, meeting guest needs before being asked, and advancing the Level99 brand.
A successful candidate will be a strong identifier and developer of quality people, a relatable coach, and a disciplined performance manager. This person will display honesty and personal integrity that is above reproach, choosing humility over the need to “be right,” and in all things acts as though they are the Owner and Operator of each venue.
RESPONSIBILITIES
- Demonstrates complete ownership of the Entertainment Operations side of the business, including total responsibility for the arena, its supporting spaces, across multiple new and existing venues, and the associated Entertainment P&L of each
- Bears ultimate responsibility to the CEO and Board of Directors for the strategy, execution, and continuous refinement of the entertainment service model
- Participates (and often leads) conversations at the 30,000 foot strategy level, helping to further define the essence of the Level99 concept, refining corporate master planning, developing materials for presenting and aligning team members up and down the organization from the Board of Directors to the line-level venue teams
- Works with the development team to convey operational learnings into future venue designs intended to create unique and welcoming entertainment spaces whilst optimizing the layout, furniture, and fixtures and collaborating enthusiastically with the food and beverage side of the business
- Works hand-in-hand with the venue Director of Operations and food & beverage team to create a consistent overall service and product offering, making profit maximizing decisions for Level99 as a whole (and not the Entertainment component in isolation)
- Leads team members in effective and efficient execution
- Prioritizes guest experience, allocating resources and bringing wise and timely decision making to bear to put our guests first, “meeting them where they are,” always seeking to create connection and increase guest frequency
- Models authentic, warm, empathetic and approachable interpersonal interactions and instills best-in-class service in the team
- Working alongside unit Director of Operations, ensures the venue is optimally staffed with individuals that embody Level99’s cultural values by setting the standards, processes, and procedures that allow for continuously and actively recruiting, hiring, and training new talent
- Demonstrates wise and perceptive people performance management skills with high emotional intelligence and the ability to identify talent and develop managers to rise to their full potential, giving timely, honest, ongoing coaching and feedback through one on ones and performance appraisals
- Displays skill in leading and navigating hard conversations and shows skill, grace, maturity, and decisiveness in terminating team members who demonstrate inability to adhere to company policy or perform job duties
- Continuously upholds Level99’s brand and visual standards across all parts of the business, including product, experience, graphic design, and display standards, as well as environmental cleanliness and organization
- Ensures guest safety within the venue, continuously monitoring and addressing any foreseeable risks to guest’s health and welfare, in particular ensuring adherence to all processes and standards and driving immediate resolution to any deviation from standard
- Ensures continuous compliance with all relevant federal/state laws, insurance requirements, Landlord regulations, and company policies
- Leads all Entertainment standard operating procedure (SOP) setting and change management activities, ensuring effective and accurate communication of new product, service and operational information and skillfully guiding the team to optimal performance
- Selects, develops, teaches, and continuously evolves the software and systems required to support a world-class entertainment operation
- Brings to bear administrative tools for scheduling, purchasing, menu development, cost analysis, etc
- Ensures labor and controllable costs stay consistently within guidelines set by the company
- Takes initiative, seeing what needs to be done and assembling the resources to accomplish self-determined goals, in continual pursuit of improvement of our guest experience and venue performance
- Other duties, as assigned
MUST-HAVE SKILLS
- Ability to work a flexible schedule based on business needs which may include days, nights, and weekends as well as emergency responsiveness to pressing issues as required
- Ability to travel for the design, construction, hiring, training, and ongoing management processes at new venues
- Able to work ten hour-plus shifts, plus ability to stand, sit, squat or walk for extended periods of time, walk up and down stairs/ladders
- Able to grasp, reach overhead, push, lift and carry up to 50 pounds
- Four Year Bachelor’s degree in a related discipline
- Minimum seven (7) years of practical working experience in high quality entertainment operations
- Ability to read, comprehend, and articulately edit contracts, manuals, instructions, and drawings across disciplines
- Ability to create and refine recommendations by using hard data from many sources
- Ability to create executive-level presentation materials to succinctly and accurately convey a recommendation / approach
- Ability to self-manage time and resources in a low-oversight environment
- Excellent verbal and written communication skills
- Highly organized with strong attention to detail
- High integrity and professionalism
- Ability to work well under pressure in a fast paced, ever-changing work environment
- Strong computer skills with advanced knowledge of Microsoft Office (PPT, Excel), as well as a working knowledge of all Google Suite Products, including Docs and Sheets
- A positive, joyful, upbeat and energetic attitude – leading by example
OTHER DESIRABLE (BUT NOT NECESSARY) SKILLS & EXPERIENCE INCLUDE
- Experience within themed entertainment or hospitality industry.
While we don’t expect a candidate to have deep experience in all of the above, we’re looking for someone with the passion and capability to learn quickly in the areas that are new!
YOU MIGHT BE A FIT ON THE LEVEL99 TEAM IF YOU…
• Like to laugh, would be described as a "low maintenance, low drama" person, have a tendency to have a bit of fun while you work
• Have a high tolerance for ambiguity, like to go fast, and are excited to learn on the job
• Are just a little bit obsessive about getting the details right the first time
• Have a high energy personality, the kind of person who is typically smiling, and likes to "get it done now"
