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Entertainment Operations Manager
Level99United Statesfull_timeVerifiedPosted 27 Aug 2025
About the role
WHO WE ARE
Level99 is a real-world gaming venue designed for adults, featuring over 50 mental and physical challenges in artistic environments. Games range from ninja warrior obstacle course style challenges to mental logic puzzles, and everything in between. Each challenge is quick—just 1 to 4 minutes—and Players can do the same room over and over again, or they can move on to something new. Like a video game, Players earn rewards, climb the leaderboard, and make progress – each time a Player comes back, the game remembers where they left off.
Alongside the games, Level99 offers a full-service bar and award-winning restaurant – featuring scratch-cooking, local craft beers, handmade cocktails, and a variety of event spaces. Level99 has locations in Natick, MA, Providence, RI, and is opening in Tysons, VA, West Hartford, CT, and Disney Springs, FL. Level99 is backed by Act III Holdings, led by Panera founder Ron Shaich, and we have a talented team that has worked on successful entertainment projects ranging from 5 Wits to Walt Disney Imagineering. Visit www.level99.com for more details.
JOB DESCRIPTION
The Entertainment Operations Manager is responsible for all facets of entertainment operations, dedicated to delivering our elevated product offering in a positive, authentic, and inspiring environment for both guests and team members. The role is hands-on, in the trenches, working side by side with the full-time venue-level Entertainment management teams (unit Director of Operations, Entertainment GM, venue maintenance etc.), as well as alongside the COO, VP of Operations, Learning & Development and Entertainment Development teams, to drive overall venue quality, standards and performance. The Entertainment Operations Manager is passionate about getting the details right, continually improving, meeting guest needs before being asked, adhering and advancing POISED standards and growing the Level99 brand.
A successful candidate will be a strong identifier and developer of quality people, a relatable coach, and a disciplined performance manager. This person will display honesty and personal integrity that is above reproach, choosing humility over the need to “be right,” and in all things acts as though they are the Owner and Operator of each venue.
Level99 is a real-world gaming venue designed for adults, featuring over 50 mental and physical challenges in artistic environments. Games range from ninja warrior obstacle course style challenges to mental logic puzzles, and everything in between. Each challenge is quick—just 1 to 4 minutes—and Players can do the same room over and over again, or they can move on to something new. Like a video game, Players earn rewards, climb the leaderboard, and make progress – each time a Player comes back, the game remembers where they left off.
Alongside the games, Level99 offers a full-service bar and award-winning restaurant – featuring scratch-cooking, local craft beers, handmade cocktails, and a variety of event spaces. Level99 has locations in Natick, MA, Providence, RI, and is opening in Tysons, VA, West Hartford, CT, and Disney Springs, FL. Level99 is backed by Act III Holdings, led by Panera founder Ron Shaich, and we have a talented team that has worked on successful entertainment projects ranging from 5 Wits to Walt Disney Imagineering. Visit www.level99.com for more details.
JOB DESCRIPTION
The Entertainment Operations Manager is responsible for all facets of entertainment operations, dedicated to delivering our elevated product offering in a positive, authentic, and inspiring environment for both guests and team members. The role is hands-on, in the trenches, working side by side with the full-time venue-level Entertainment management teams (unit Director of Operations, Entertainment GM, venue maintenance etc.), as well as alongside the COO, VP of Operations, Learning & Development and Entertainment Development teams, to drive overall venue quality, standards and performance. The Entertainment Operations Manager is passionate about getting the details right, continually improving, meeting guest needs before being asked, adhering and advancing POISED standards and growing the Level99 brand.
A successful candidate will be a strong identifier and developer of quality people, a relatable coach, and a disciplined performance manager. This person will display honesty and personal integrity that is above reproach, choosing humility over the need to “be right,” and in all things acts as though they are the Owner and Operator of each venue.
RESPONSIBILITIES
- Demonstrates complete ownership of the Entertainment Operations side of the business, including total operational responsibility for the arena, its supporting spaces, across multiple new and existing venues
- Works with the venue development team to convey operational learnings into future venue designs intended to create unique and welcoming entertainment spaces whilst optimizing the layout, furniture, and fixtures and collaborating enthusiastically with the food and beverage side of the business
- Works hand-in-hand with all venue Directors of Operations and Operations team to create a consistent overall service and product offering, making profit maximizing decisions for Level99 as a whole (and not the Entertainment component in isolation)
- Leads team members in effective and efficient execution
- Prioritizes guest experience, allocating resources and bringing wise and timely decision making to bear to put our guests first, “meeting them where they are,” always seeking to create connection and increase guest frequency
- Models authentic, warm, empathetic and approachable interpersonal interactions and instills best-in-class service in the team
- Continuously upholds Level99’s brand, visual and operational standards across all parts of the business, including product, experience, graphic design, and display standards, as well as environmental cleanliness and organization
- Ensures guest safety within the venue, continuously monitoring and addressing any foreseeable risks to guest’s health and welfare, in particular ensuring adherence to all processes and standards and driving immediate resolution to any deviation from standard
- Leads all Entertainment operations standard operating procedure (SOP) creation/modification and change management activities, ensuring effective and accurate communication of new product, service and operational information and skillfully guiding the team to optimal performance
- Selects, develops, teaches, and continuously evolves the software and systems required to support a world-class entertainment operation
- Brings to bear administrative tools for scheduling, purchasing, personnel development, cost analysis, etc
- Assists in providing tools for the venues that help labor and controllable costs stay consistently within guidelines set by the company
- Takes initiative, seeing what needs to be done and assembling the resources to accomplish self-determined goals, i
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