Position Summary

The Senior Operations Manager is responsible for overseeing the performance and efficiency of multiple locations to ensure excellence in operations, customer experience, and profitability. Reporting to the COO, this role provides strategic leadership and direction to site Operation Managers, ensuring consistent execution of company standards and operational excellence across all locations.

Key Responsibilities

Leadership & Management

• Act as the primary liaison between site operations team and the executive leadership team.
• Provide leadership, coaching, and operational direction to site Operation Managers across multiple locations.
• Foster a positive, performance-driven culture focused on accountability, collaboration, and customer satisfaction.
• Serve as a mentor and escalation point for site leadership challenges.

Operational Strategy & Execution

• Develop and implement operational strategies to drive efficiency, revenue growth, and exceptional customer experiences.
• Review staffing levels and schedules to ensure efficiency and compliance with company scheduling guidelines.
• Recommend optimized staffing levels for sessions and peak periods, ensuring appropriate coverage and cost-effectiveness.
• Analyze bingo programs, including attendance patterns, game offerings, and operational workflows, to identify performance trends.
• Provide actionable recommendations to improve attendance, revenue, and player satisfaction.
• Collaborate closely with Operation Managers and cross-functional teams to ensure alignment and consistency across all sites.
• Ensure company policies, procedures, and brand standards are implemented effectively and consistently.

Performance, Reporting & Analytics

• Monitor key operational metrics across all sites, including attendance, customer satisfaction, cost control, and compliance.
• Review external sources of customer service feedback (such as surveys, online reviews, and direct feedback) and develop remediation plans for areas requiring improvement.
• Identify and address operational gaps, inefficiencies, and opportunities for process improvement.

Financial & Performance Management

• Oversee site budgets, forecasts, and P&L performance, ensuring alignment with company financial goals.
• Work with the Corporate Finance team and COO to analyze performance trends and implement strategic initiatives for profitability.
• Recommend cost optimization strategies while maintaining operational excellence and service quality.

Compliance & Risk Management

• Ensure all locations comply with applicable regulatory, safety, and gaming standards.
• Proactively identify and mitigate operational and reputational risks.
• Maintain high standards of workplace safety, staff conduct, and customer care.

Performance Indicators

• Achievement of operational and financial targets across all sites.
• Efficiency of staffing and scheduling practices.
• Increased attendance and player satisfaction metrics.
• Implementation of recommendations leading to measurable business improvement.
• Compliance with regulatory standards and company standard operating procedures.
• Engagement and performance of site Operation Managers and staff.

Qualifications

Skills & Competencies

• Strong leadership, communication, and analytical skills.
• Ability to balance strategic planning with day-to-day operational execution.
• Demonstrated expertise in workforce optimization, scheduling, and performance analysis.
• Proficiency in data analysis, reporting, and presentation preparation.

Experience

• This position is currently open to candidates with a minimum of 5 years' experience in a role of Assistant Manager or higher.
• Proven success in leading teams, driving operational excellence, and improving profitability in an existing location.
• Strong collaboration and relationship management skills across departments and leadership levels.