Senior Operations Manager

Job Description – Senior Operations Manager

Purpose of the Role

The Senior Operations Manager will provide strategic and operational leadership across four diverse entertainment concepts: DARE, woo-hoo!, Xstrike, and multiVRse. The role is responsible for delivering world-class guest experiences, ensuring operational excellence, leading large cross-functional teams, and optimizing financial and business performance across all venues.

Key Responsibilities

Operational Management

·      Oversee and manage the day-to-day operations of all four venues, ensuring alignment with strategic goals, customer expectations, and brand identity.

·      Lead and enforce consistent implementation of Standard Operating Procedures (SOPs), operational checklists, and health & safety protocols.

·      Continuously monitor operational KPIs and performance indicators, implementing corrective actions as necessary.

·      Ensure adequate inventory control, procurement practices, and asset maintenance across all locations.

Financial Accountability

·      Take full ownership of the operational P&L across the four concepts.

·      Develop and manage budgets, forecasts, and monthly financial reviews.

·      Identify revenue growth opportunities and cost-saving measures while maintaining quality standards.

·   Monitor financial performance, drive profitability, and provide regular performance reporting to the senior leadership team.

·  Ensure timely submission of operational expense reports, petty cash reconciliations, and procurement documentation in coordination with the Finance Manager.

·      Work closely with the Finance Department to track expenditures, monitor variances, and ensure compliance with internal controls and audit requirements.

People & Culture Leadership

·      Lead, inspire, and develop a diverse team of venue managers, supervisors, and frontline staff (80+ personnel).

·      Establish a performance-driven culture based on empowerment, accountability, and collaboration.

·      Oversee recruitment, onboarding, training, and development programs in partnership with the HR department.

·   Conduct regular performance reviews, provide coaching and mentorship, and implement staff engagement initiatives to reduce turnover.

·      Take the lead in addressing staff conduct or performance issues, including initiating and participating in disciplinary discussions and actions in accordance with company policies and UAE labor laws.

Customer Experience & Service Excellence

·      Champion a culture of exceptional customer service across all guest touchpoints.

·      Design and implement service protocols, customer journey mapping, and service recovery procedures.

·      Use guest feedback (reviews, surveys, NPS, etc.) to inform continuous improvement efforts.

·      Ensure all concepts meet and exceed the customer satisfaction benchmarks.

Health, Safety, Risk & Compliance

·      Ensure full compliance with all Dubai Municipality regulations, civil defense standards, and relevant health and safety laws.

·      Lead emergency preparedness initiatives, safety training, and risk mitigation strategies.

·      Oversee incident reporting, audits, and corrective action processes.

·      Maintain a clean, safe, and secure environment for staff and guests at all times.

·      Oversee and maintain up-to-date approvals and certifications including Dubai Municipality permits, Civil Defence clearances, and CBI certifications relevant to all venues and experiences.

·      Implement and enforce strict hygiene, sanitation, and cleanliness protocols across all public areas, play zones, equipment, food & beverage areas, and staff facilities.

·      Conduct regular audits to ensure hygiene standards are being met in accordance with DM guidelines and internal policies.

·      Ensure the routine and preventive maintenance of all equipment, facilities, and infrastructure in collaboration with internal teams and third-party service providers.

·      Manage maintenance schedules, service contracts, and emergency repair protocols to guarantee the safety, functionality, and presentation of all venues at all times.

Strategic Initiatives & Innovation

·      Collaborate with executive leadership on business expansion plans, new concept launches, or repositioning strategies.

·      Contribute to experience design improvements, new program rollouts, and tech integrations in the guest journey (e.g., ticketing, gamification, VR systems).

·      Support marketing, PR, and partnership teams with operational readiness for events, activations, and seasonal campaigns.

·      Analyze market trends and competitor activity to propose new features, services, or operational improvements.

Cross-functional Collaboration

•      Work closely with Finance, HR, Marketing, Sales, and IT departments to ensure operational alignment with group-wide objectives.

•      Represent the Operations Department in senior management meetings and contribute to company-wide planning processes.

•      Ensure proper data and performance reporting systems are in place across all locations.

Qualifications & Requirements

•      Education: Bachelors degree in Business Administration, Hospitality Management, Operations Management, or a related field. MBA or Executive Certification preferred.

•  Experience: Minimum of 5 years experience in multi-site operational leadership roles within the leisure, entertainment, hospitality, or retail industries.

•    Proven success managing large-scale teams and budgets, driving operational efficiencies, and improving guest experience metrics.

•  Demonstrated ability to navigate fast-paced, high-footfall, customer-facing environments with diverse demographics.

•     Strong leadership, organizational, and interpersonal skills with a hands-on approach.

•    Technologically savvy with experience implementing or managing POS, CRM, ERP, or venue management systems.

Key Competencies

•      Strategic Thinking & Execution

•      Customer-Centric Leadership

•      Financial Acumen

•      Crisis & Risk Management

•      People Development & Engagement

•      Cross-functional Communication

•      Operational Excellence

•      Innovation Mindset

Working Conditions

•    Based in Dubai, with all 4 concepts in one location. Travel could possibly be required to other branches depending on the need for it.

•      Flexible work schedule including weekends, holidays, and evenings as per operational demands.

•      Physically present at venue locations during peak periods or emergencies.

Performance Metrics

•      Venue profitability and financial target achievement

•      Guest satisfaction scores (NPS, Google reviews, etc.)

•      Staff turnover and engagement rates.

•      Operational efficiency and SOP adherence

•      Safety and compliance records

•      Delivery of strategic initiatives and innovation projects