Senior Operations Manager

Job description:

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.

What we offer:-

> Cluster role

> Salary range between 12 and 15k/month

> Insurance benefits

> Tremendous growth