Territory Operations Leader

Description

At Family Entertainment Group (FEG), we bring families and friends together through fun, memorable experiences. As a Territory Operations Leader, you will oversee multiple FEG locations, ensuring exceptional guest service, operational excellence, and strong business performance. This role requires a hands-on, people-focused leader who excels in hospitality, team development, and driving results across multiple sites.

Key Responsibilities

Multi-Unit Leadership

• 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.

Talent Development & Engagement

• 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.

Operational Execution

• 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
• Responsible for the knowledge, management, and analysis of data related to equipment performance, payouts, and other key metrics within the locations assigned to a TOL

Labor & Payroll Management

• 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.

Financial Stewardship

• 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.

Guest Experience Champion

• 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.

Compliance & Safety

• Ensure all locations meet safety, health, licensing, and labor law requirements.
• Conduct site audits and support GM-led emergency preparedness efforts.

Strategic Partnership & Initiatives

• 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

Apply now to join our growing team and help us create memorable experiences in our locations.

Family Entertainment Group is an equal opportunity employer.