The Regional Manager of Operations is the culture leader of our multi-unit Urban Air business, ensuring that the team has the knowledge and resources needed to maintain focus on Urban Air’s core values: Safety Above All, UP for Whatever, Do Good for Others, and Have Fun With. This position oversees park General Managers, their teams, and day-to-day operational functions within their assigned territory. This includes developing and implementing processes, ensuring a safe and functional operating environment for the team and our guests, and consistently working to improve the delivery of 5-star guest experiences and operational efficiencies.
The position requires excellent leadership and communication skills. The Regional Manager of Operations loves to coach and mentor our site-based managers and part-time team members for our 3 Florida Urban Air locations (Wellington, Plantation and Tallahassee) so that they can deliver exceptional guest experiences while also growing and developing as professionals. The Regional Manager of Operations has exceptionally high standards and works diligently to set up systems that allow those standards to be met consistently.
RESPONSIBILITIES
General Oversight:
- Hold management teams accountable for all standard operating procedures
- Work on each site in their defined territory to observe procedures and make adjustments. Requires working different days and times, busy or not, weekday or weekend, opening or closing, etc.
- Closely monitor guest feedback and Net Promoter Scores for each of the 3 parks and coach site based teams on areas of opportunity
- Attend weekly manager meetings on each site and provide input and support as needed
- Conduct periodic evaluations of each park’s facility and operations and provide coaching and input on areas of improvement
- Strong leadership skills with the ability to inspire and manage multiple teams across different locations.
- Proven ability to coach, mentor, and develop management teams, fostering a high-performing and collaborative culture.
- Experience in managing and motivating a diverse team, ensuring alignment with company goals and values.
Staffing:
- Attend team meetings to provide input and support as needed.
- Periodically sit in on part-time staff member trainings to ensure the training and onboarding process are implemented correctly with proper materials and timelines.
- Observe staff in action and make recommendations for additional training, support, and advancement.
- Participate in the performance reviews of GM and junior managers.
- Ensure sites are scheduled to market demand via labor forecasting tools/hours allocation.
Recruitment and Training:
- Support new site openings or acquisitions by building management and part-time teams
- Recruit, interview, and onboard site managers as needed, in collaboration with the HR team
- Plan and implement quarterly trainings across sites in assigned territory
- Developing strategic relationships and recruiting top notch talent to join our management teams.
Operations & Business Acumen:
- Deep understanding of operational processes, including customer service, staff training, safety protocols, and inventory management.
- Ability to analyze business metrics, including sales reports, labor costs, and profitability, and implement action plans to improve overall performance.
- Strong problem-solving skills with the ability to navigate challenges and make strategic decisions to improve operational effectiveness.
Finances:
- Collaborate with senior leadership team to roll out revenue generation initiatives while working with GMs on successful day-to-day implementation
- Responsible for meeting benchmarks concerning labor costs, operating expenses and profit margins.
- Review site budgets and financial performance monthly with the Financial Controller and with each site’s General Manager to evaluate if targets are being met successfully
Communication & Collaboration:
- Excellent communication and interpersonal skills with the ability to engage effectively with team members, corporate leaders, and external stakeholders.
- Proven ability to build and maintain positive relationships with vendors, corporate partners, and community organizations.
- Ability to provide clear direction and consistent feedback to local management teams, ensuring alignment across all locations.
Customer Service & Sales:
- Commitment to providing exceptional guest experiences and maintaining high standards of customer service across all locations.
- Ability to develop and execute sales and marketing strategies to drive traffic and increase event bookings, including birthday parties, corporate events, and group outings.
Qualifications:
Experience
- Minimum of 3-5 years of experience in a management role, preferably within the entertainment, hospitality, or retail industries.
- Proven track record in multi-unit management, overseeing multiple locations simultaneously (experience in family entertainment centers, restaurants, or franchise-based businesses is a plus).
- Demonstrated experience in managing P&L responsibilities, driving revenue growth, and optimizing operational efficiencies across multiple sites.
Flexibility & Travel:
Willingness and ability to travel between Urban Air locations within the designated region. (Plantation, Wellington and Tallahassee)
Flexibility to work weekends, holidays, and non-traditional hours as needed to oversee operations and ensure business success.
Education:
Bachelor’s degree in Business, Hospitality Management, or a related field preferred, or equivalent combination of education and experience.
Technical Skills:
Proficiency in using point-of-sale (POS) systems, scheduling software, and Microsoft Office Suite (Word, Excel, PowerPoint).
Familiarity with operational management software and business reporting tools is a plus.
Benefits:
- Compensation- $80,000 - $90,000 with a 15% bonus opportunity
- Flexible work schedule, including evenings and weekends as required.
- Complimentary admission to Urban Air attractions for employees and immediate family.
About Urban Air:
Urban Air is the ultimate indoor adventure park and a premier destination for family entertainment. Our locations offer a variety of attractions, including trampolines, obstacle courses, climbing walls, and much more. We are committed to providing unforgettable experiences for our guests, and our team members play a key role in delivering that experience.
Job Type: Full-time
Pay: $80,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Application Question(s):
- Have you served as a Regional or District Manager with F& B experience?
Ability to Relocate:
- Wellington, FL: Relocate before starting work (Required)
Work Location: On the road
