Description At Family Entertainment Group (FEG), we bring families and friends together through fun, memorable experiences. As a Territory Operations Leader, you will oversee multiple FEG locations, ensuring exceptional guest service, operational excellence, and strong business performance. This role requires a hands-on, people-focused leader who excels in hospitality, team development, and driving results across multiple sites. Location Requirement: We are seeking a candidate who resides in Northern California, as this position is responsible for overseeing locations throughout Northern California, Washington, and Hawaii. Key Responsibilities Multi-Unit Leadership • Lead operations across a defined geographic territory of Family Entertainment Centers, ensuring alignment with FEG brand standards and cultural expectations. • Establish and reinforce best practices in guest service, operational execution, and facility excellence. Talent Development & Engagement • Recruit, coach, and develop General Managers and site-level leadership. • Use employee engagement data and field insights to improve culture, team morale, and retention across the territory. • Recognize and reward high performers; support underperforming teams with coaching and accountability plans. Operational Execution • Ensure daily excellence in staffing, scheduling, safety, cleanliness, and the functionality of all games and attractions. • Conduct frequent site visits to inspect conditions, engage with team members, and model frontline leadership. • Maintain a visible leadership presence and open lines of communication with your teams—both in-person and through digital check-ins • Responsible for the knowledge, management, and analysis of data related to equipment performance, payouts, and other key metrics within the locations assigned to a TOL Labor & Payroll Management • Manage labor as a controllable cost by using forecasting tools, weekly schedules, and traffic trends to staff appropriately. • Monitor payroll weekly to ensure alignment with revenue expectations and budget targets. • Coach General Managers to make proactive adjustments based on seasonality, performance, and business conditions. Financial Stewardship • Own the P&L for your territory, analyzing revenue trends, expense controls, and profit opportunities. • Develop and execute action plans to hit or exceed financial targets. • Track and respond to KPIs across all locations, ensuring transparency, urgency, and continuous improvement. Guest Experience Champion • Champion a guest-first mindset at every location. Review guest feedback, mystery shop results, and site performance to raise the bar on service, safety, and cleanliness. • Hold teams accountable for delivering the kind of experience that earns loyalty and repeat visits. Compliance & Safety • Ensure all locations meet safety, health, licensing, and labor law requirements. • Conduct site audits and support GM-led emergency preparedness efforts. Strategic Partnership & Initiatives • Collaborate with executive leadership on new initiatives, marketing activations, and regional events that drive traffic and revenue. • Share field intelligence and business trends to help shape operational strategy at the corporate level.