How do I hire an Operations Manager?

Introduction

The roles, responsibilities, expectations and skills of a Zero Latency VR venue Operations Manager.

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On this page:

  Job description 

  Roles & responsibilities

  Expectations 

  Skills and qualities

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Job description

To view an example job description for an Operations Manager, please head to knowledge base article ‘Operations Manager Job Description’. 

The article includes the position description that Zero Latency HQ have used when hiring an Operations Manager for our owned and operated venues. 

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Roles & responsibilities

You will need an Operations Manager to manage the day-to-day operations of the venue. The roles and responsibilities of the Operations Manager with differ depending on your venue’s requirements and structure but for the most part, they fit into six core categories: 

1. Managing the venue
   • Venue maintenance e.g. liaising with contractors
   • Stock take and ordering e.g. cleaning supplies, food and beverage
   • Health and safety compliance checks
   • Develop venue policies and procedures
   • Work with the marketing department to develop campaigns and manage promotions 
   • Analyze trends and data
     
     
2. Managing hardware and technical issues
   • Submit tickets and report technical issues to Support via Zendesk
   • Monitor and respond to Support tickets
   • Review and troubleshoot hardware faults and patterns
   • Manage hardware orders and warranties
   • Manage the Service Technician’s work schedule, tasks and shift reports
     
     
3. Managing staff
   • Staff work schedules
   • Managing staff performance, development and training
   • Provide frequent staff updates
   • Recruiting
     
     
4. Managing customers and bookings
   • Managing venue open times
   • Developing and improving customer policy and procedures
   • Managing customer service standards
   • Managing customer enquiries via phone, email, and social media
     
     
5. Managing corporate events
   • Corresponding with the event organizer
   • Planning and scheduling the event
   • Upselling
   • Scheduling staff
   • Organizing quotes and invoices
     
     
6. Financial management
   • Manage venue ticket sales
   • Manage wages and payroll
   • Manage venue budget and P/L

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Expectations

To set up your Operations Manager for success, establish standards, expectations, KPI’s and priorities early. Ensure that they have a deep understanding of the venue’s business plan and goals so that the team has a unified direction to the operation. It is important to set expectations in the following areas:

• Managing hardware and technical issues - It is the Operations Manager responsibility to ensure that all technical issues are properly managed and that there is sufficient hardware for operations. The Service Technician may be there to assist with managing hardware, technical issues, submitting tickets to Client Services and submitting cases to HTC/HP warranty but the responsibility to ensure smooth operations ultimately sits with the Operations Manager. 
  
  
• Continuous improvements - The Operations Manager should have experience developing, analyzing, reviewing and improving operations processes and best practices. They are expected to continually improve the operations of the venue.
  
  
• Proactive - Having an Operations Manager who is proactive, flexible and open to performing reasonable tasks outside of their everyday duties will improve the smooth operations of your venue. This could mean filling in for a Game Master on short notice or simply going to the local supermarket for toilet paper. No task is too small!
  
  
• Performance and workplace culture - The Operations Manager’s performance and behavior must represent your brand and business. They must lead the team by setting the example and providing ongoing guidance. 
  
  
• Communicative with Zero Latency HQ - The Operations Manager will work closely with our teams at HQ so having someone who is proactive at seeking help and guidance and providing feedback to our team is valuable. 
  
  
• Legislative changes - It is really important that the Operations Manager remains updated on legislative and regulatory changes that may impact the venue, staff and customers including safety compliance and consumer law.

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Skills and qualities 

Zero Latency is constantly evolving with the advancement of technology or global events. The Operations Manager has a variety of tasks to complete and requires a versatile individual with the following skills:
Excellent time management and organizational skills, ability to problem solve and work effectively in a fast-paced environment.

• Strong communication skills, verbal and written, and an ability to engage effectively with multiple stakeholders.
• Strong customer service focus with well-developed relationship building skills.
• Provide leadership to inspire and engage the team to achieve the business’s goals and role model appropriate behavior to support the business culture, performance and reputation.
• Proactive with the ability to multitask, adapt and wear multiple ‘hats’.
• In times of crisis, the ability to respond and think ‘outside the box’ for solutions. 
• Passionate about free-roam virtual reality and a vested interest in the venue’s success.

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Article Keywords/Phrases: 

Venue operations manager
Retail operations