Route Operations Leader

Description

FAMILY ENTERTAINMENT GROUP

Location: Field-Based / Route-Based Operations (Travel Required)

About Us

Family Entertainment Group (FEG), is a recognized industry leader in designing, developing, and operating world-class family entertainment centers and amusement experiences. With a commitment to innovation and guest satisfaction, FEG partners with top brands and venues to create memorable experiences for families and guests of all ages. The Company provides turnkey outsourced facility management and arcade operations services for resorts, hotels, casinos, and amusement parks. Additionally, the Company owns and operates standalone family entertainment centers under the In The Game, Max Action, and Bonkers brands. The Company operates nearly 90 locations throughout the U.S.  

Position Summary

The Route Operations Leader is responsible for leading FEG route-based operations across an assigned region. This role provides operational leadership, technical direction, problem-solving support, route performance oversight, warehouse accountability, partner support, and people leadership for multiple Route Technical Managers, Route Technicians, and regional warehouse operations associates.

The Route Operations Leader is a peer to the Territory Operations Leader and partners closely with the Vice President of Field Operations, TOLs, and cross-functional leaders where additional support is needed. This role owns the execution model for route-based operations, including route service standards, game readiness, logistics, warehouse support, partner relationships, and regional route efficiency.

Key Responsibilities

Regional Route Operations Leadership

• Lead route-based operations across assigned routes, warehouses, and partner locations
• Oversee Route Technical Managers and ensure consistent execution of route standards, service response, game readiness, merchandising, partner support, and safety expectations
• Monitor route performance, including game uptime, service response, route completion, repeat issues, inventory accuracy, labor efficiency, and partner satisfaction
• Create operating routines, accountability, and action plans to improve route performance and consistency

People Leadership & Problem Solving

• Lead, coach, and develop Route Technical Managers and regional warehouse operations associates
• Support staffing, onboarding, training, performance management, and succession planning for route-based roles
• Serve as a senior problem-solver for complex route, equipment, partner, logistics, warehouse, inventory, and technician execution challenges
• Analyze data and field feedback to identify root causes, remove obstacles, and prevent repeat issues

Partner & Cross-Functional Collaboration

• Build strong relationships with key partner venues, vendors, and internal support teams
• Partner with the Vice President of Field Operations, Territory Operations Leaders, and field teams where route operations require additional support
• Collaborate with TOLs when route locations intersect with territory responsibilities, partner relationships, or field support needs
• Escalate major risks with recommended solutions and ensure timely follow-up

Warehouse, Inventory, Logistics & Launches

• Support own regional warehouse operations associated with assigned routes, including receiving, organization, parts control, merchandise flow, game staging, and asset tracking
• Ensure route teams have the parts, tools, games, merchandise, and supplies needed to execute efficiently
• Lead operational readiness for new route location launches, major equipment moves, route expansions, conversions, and special projects
• Improve warehouse processes, inventory accuracy, fleet readiness, delivery logistics, safety, and equipment movement

Financial Safety & Performance Accountability

• Support revenue and profitability by improving game uptime, route productivity, labor efficiency, partner satisfaction, and equipment readiness
• Manage labor, route productivity, warehouse costs, inventory controls, parts usage, vehicle costs, and project execution within assigned areas
• Ensure compliance with FEG policies, partner requirements, driving standards, warehouse safety, and applicable safety requirements
• Run route operations with an owner’s mindset and strong financial discipline

Ideal Candidate Profile

The ideal candidate has multi-location leadership experience in route operations, arcade/amusement, gaming, vending, field service, logistics, warehouse operations, retail, hospitality, or related industries. They bring strong judgment, technical credibility, people leadership, financial discipline, and the ability to solve complex problems across distributed teams and partner locations.

What Success Looks Like

• Route execution, game uptime, service response, and partner satisfaction improve across the region
• Route Technical Managers, technicians, and warehouse teams are aligned, accountable, and developing
• Warehouse, inventory, fleet, launch, and logistics support are reliable and well-controlled
• Strong collaboration exists with the VP of Field Operations, TOLs, partners, and cross-functional teams

Leadership Expectations (FEG)

The Route Technical Manager is expected to model FEG’s leadership competencies:

• Learns and Adapts – Quickly understands route challenges, partner needs, equipment issues, data trends, and business priorities
• Energizes Others – Creates confidence, urgency, alignment, and accountability across route teams and support partners
• Accountable – Owns regional route performance, partner satisfaction, warehouse execution, and business results
• Develops Talent – Builds strong Route Technical Managers, technicians, and warehouse operations associates
• Executes with Excellence – Creates structure, drives priorities, manages projects, and delivers consistent regional execution
• Resilient – Solves complex problems and leads through ambiguity, escalations, and shifting priorities

Requirements

Ideal Candidate Profile

The ideal candidate has multi-location leadership experience in route operations, arcade/amusement, gaming, vending, field service, logistics, warehouse operations, retail, hospitality, or related industries. They bring strong judgment, technical credibility, people leadership, financial discipline, and the ability to solve complex problems across distributed teams and partner locations.

What Success Looks Like

• Route execution, game uptime, service response, and partner satisfaction improve across the region
• Route Technical Managers, technicians, and warehouse teams are aligned, accountable, and developing
• Warehouse, inventory, fleet, launch, and logistics support are reliable and well-controlled
• Strong collaboration exists with the VP of Field Operations, TOLs, partners, and cross-functional teams

Leadership Expectations (FEG)

The Route Technical Manager is expected to model FEG’s leadership competencies:

• Learns and Adapts – Quickly understands route challenges, partner needs, equipment issues, data trends, and business priorities
• Energizes Others – Creates confidence, urgency, alignment, and accountability across route teams and support partners
• Accountable – Owns regional route performance, partner satisfaction, warehouse execution, and business results
• Develops Talent – Builds strong Route Technical Managers, technicians, and warehouse operations associates
• Executes with Excellence – Creates structure, drives priorities, manages projects, and delivers consistent regional execution
• Resilient – Solves complex problems and leads through ambiguity, escalations, and shifting priorities