Operations Manager - Technical and SFX

The Company BEAT THE BOMB is the next generation of immersive group entertainment, where customers step into real-life video games. We use an innovative digital, interactive game system to reimagine the intersection of technology and human social connection. In our classic Mission experience, teams wearing hazmat suits go through a series of interactive game rooms, including a laser maze, before facing the World's Largest Paint, Slime, and Foam Bomb! Our original Brooklyn location opened in 2018. We now have locations in Atlanta, Washington D.C., Philadelphia, Charlotte, Houston, and Denver. We've hosted over 500,000 players including hundreds of corporate team building outings, school groups, and non-profit organizations. Beat The Bomb is one of the highest rated experiences in all 5 markets. We offer a full range of special event services including STEM Camps, Kid and Adult Birthday parties, Corporate Tournaments, and Bachelorette parties. We also have a virtual team building platform called Beat The Bomb Virtual, serving remote teams across the globe. Our #1 goal is to ensure every player has a BLAST! The DC Location Located in DC's hippest new neighborhood, Ivy City, DC, this marks our third location in the nation, and opened in February 2023. The 10,000+ square foot location offers our classic Mission experiences with glass-walled bomb rooms; 7 immersive arcade lounges ('Game Bays'); street food and a full selection of beer, wine, cocktails & signature slushies @ The Bomb Bar; a beer garden with sports viewing; and several dedicated private event spaces for large groups. The Bomb DC has already emerged as one of the highest rated experiences in DC with over 5,000 5-star reviews on Google and has welcomed nearly 50,000 customers in less than 6 months Essential Duties & Responsibilities The Technology and SFX Operations Manager will oversee the maintenance and seamless operation of Beat The Bomb DC's technology, computers, interactive video games rooms, laser mazes, projection walls, and RFID technology. You will also ensure that our high-tech special-effects "World's Largest Paint, Foam, and Slime Bomb" rooms are properly maintained and always operational. Technical ability, critical thinking, strong communication skills, and computer proficiency skills are a requirement. The right candidate has likely done tech support for an office, school, church, arts facility, movie theater, or entertainment facility like an Escape Room, Lucky Strike, Topgolf, Dave & Busters, Main Event, or Laser Tag facility. You may have built your own PC, can program a Raspberry Pi, have experience taking apart mechanical and engineered devices, and have a solid aptitude with audio-visual equipment. Friends might think of you as a real-life version of MacGuyver. You must also be excited to work in a hospitality environment with the ability and willingness to deal with customer service and learn new skills like bartending and doing basics in the kitchen. This is a unique opportunity for a motivated technologist who wants a crossover management role where they can grow as a leader and contribute to a company that is creating a totally new category of gaming. To achieve your objectives, you will manage and mentor a team of junior-level technology and special effects staff to complete all regular maintenance. The role requires night and weekend shifts during our busiest hours. Together with fellow location managers (GM, AGM, Operations Manager: Front of House, and Shift Supervisors) you will work to deliver amazing guest service while supporting a continuous pipeline of new product and gaming initiatives working as the primary connection to the company's Chief Technology Officer as well as Technology Manager at Beat The Bomb Headquarters. Core Responsibilities Responsible for smooth technology and special effects operations at all times, to maximize the customer experience Directly serve as onsite tech support and special effects lead during key shifts, responding under pressure to any urgent issues that arise Flexible to respond to emergency tech issues during non-working ("off") hours Manage daily/weekly maintenance and replacement of all hardware and equipment in the location. Includes cleaning computers, checking cable connections, modifying the laser mazes, compressor maintenance, replacing HVAC filters, and maintaining the bomb room special effects and photo bomb systems. Support HQ Tech team in ensuring all software is up-to-date and debugging issues with various applications Monitor, track, and address all tech and SFX issues with written End-of-Day reports Manage all technology inventory, ensuring all equipment is properly tracked, and sufficient spares are ordered and on standby Maintain server room and all location network operations Work with HQ team to ensure all technical support docs and SOPs are kept up to date Lead on technology training for all Managers, Bomb Techs, Tech Runners, Game Runners and non-technical staff as needed Perform facilities maintenance tasks around the space Oversee our in-house laundry operation (hazmat suits) Manage key facility vendors (pest control, repair services, etc.) Support HQ Tech team in testing new games and software features Additional Responsibilities Serve as a generalist 'Operations Manager' ensuring smooth running of a shift Ability to work hands on with the staff within all departments in the location and operate in any role Ability to manage opening and closing of the location, weekends, and holidays Ability to manage all aspects of any guest's reservation in our booking software Ability to answer customer questions and support guest check-in and team onboarding Maintain exceptional guest-centered culture which exceeds customer expectations. Oversee service quality, operational efficiency, guest satisfaction, standards compliance, and financial measurements as applicable to your area of responsibility Assist with maintaining the appearance and safety of the facility Assist with managing inventory and ordering of supplies for the facility Assist with hiring, performance reviews, 1 on 1 meetings, scheduling, conflict resolution, and coaching, in particular for junior level technology staff and special effects staff Address operational performance, productivity, and efficiency gaps and work with your team to implement measures to correct those deficiencies Responsible for the management and coordination of tech & sfx staff schedules Communicate with headquarters CTO and Technology Manager on a regular basis Cultivate relationships with your staff and other businesses in the area to develop a strong culture that invites community relations Engage and have fun with our customers! Help maintain a safe environment and facilitate a safe experience for our customers and fellow team members Manage blasting customers with PAINT, FOAM, and SLIME! Qualifications Experience doing IT technology support, preferably 3-5 years. For example for an office, school, church, arts facility, movie theater, or entertainment facility such as an Escape Room, Bowling alley, Topgolf, Dave & Busters, Main Event, or Laser Tag. Experience with Windows Comfort with IP networking (Understanding and setting IP addresses) Experience with remote desktop/TeamViewer/VNC Comfort with replacing PC hardware and OS configuration Experience debugging hardware/software issues Ability to test hardware and software as necessary Experience in Microsoft Office and G-Suite products Generally handy and not afraid to figure out how to fix things - mechanical, plumbing, etc. Bachelor's Degree preferred Nights/weekends and holiday availability is required Must be able to provide references upon request Nice to haves Management experience in a location-based entertainment business with a food & beverage service is a plus Basic electronics (soldering) "Maker" interest and experience Experience building a PC from scratch Professional special-effects experience Additional attributes Embodies Beat The Bomb's Values: Bring Positivity Take Responsibility Build The Future CREATE THE FUN Strong aptitude for technology and an interest and excitement to learn more An interest in live experiences / digital gaming Knows the importance of driving exemplary online customer reviews Strong personality and people skills are a must Experience building and working within a team Remains calm when faced with external pressures Isn't afraid to get messy...it's a paint blast facility after all! Loves people! They thrive when engaging with both teammates and customers alike! The ultimate teammate - they are ready to jump in and help whenever necessary! Is solution oriented, friendly, outgoing and inclusive Doesn't mind physical activity... our paint buckets can weigh up to 50 lbs Demonstrates exceptional leadership capabilities with a track record of attracting, developing, and motivating top talent, swiftly adapting to change, and leading others through the fast-paced environment of the job Ability to coach, inspire, support, and motivate your team to provide a world-class and service-minded, customer experience #J-18808-Ljbffr