Factory Town – Operations Manager

Factory Town – Operations Manager

Requirements

• 4+ years of experience as an operations manager in live events, venue and/or club operations
• Degree in hospitality, business management, or marketing or related experience
• 6+ years of experience in people and team management
• Proficient in budgeting, reconciling, and analyzing event operations excel spreadsheets
• Responsible for Alcohol Awareness Training Certification or Equivalent
• Excellent English comprehension (both written and verbal)
• Ability to work long hours
• Ability to work in loud/bright environments (lasers, flashing lights, etc.)

Responsibilities

• Lead by example and actively mentor team leads, supervisors, and frontline staff across departments including security, box office, floor operations, bar, and VIP service
• Cultivate a collaborative, accountable, and high-performance culture through clear communication, effective feedback, coaching, and employee development
• Conduct pre-shift meetings and coordinate operational briefings for all departments to ensure readiness
• Interview, hire, and onboard new staff, and manage training schedules and track progress
• Enforce venue policies and safety standards while acting as a leader during high-pressure event scenarios
• Deliver exceptional service standards across all public-facing departments, including guest recovery for escalated issues
• Implement and uphold training initiatives and ensure consistent brand experience for guests, artists, vendors and partners
• Address customer concerns or incidents with professionalism and clarity, documenting where necessary
• Oversee usage and administration of key systems including: Venue management software (event scheduling, work orders, venue diagrams), Digital scheduling systems for staff (e.g., Schedulify), POS and inventory systems (e.g., Toast, Square, or BevSpot), Digital timekeeping/payroll systems (e.g., ADP, Workday, or Timeclock Plus)
• Maintain asset control and inventory accuracy using inventory tracking software
• Monitor CCTV systems, access controls, radios, and safety protocols in coordination with security team
• Identify, report, and follow through on facility repair or IT needs, partnering with vendors and maintenance as required
• Manage daily cash handling operations and ensure accuracy in reconciliation and deposits across all revenue-generating departments (Box Office, Bars, Bottle Service, etc.)
• Ensure accurate and timely payroll submission/ timecard review compliant with labor laws and internal policies
• Maintain compliance with licensing, permitting, safety inspections, and employee certifications (alcohol service, fire code, food handling, etc.)
• Oversee the execution of internal and external events, working closely with the production, promotions, and special events teams
• Manage venue opening/closing procedures and ensure venue cleanliness, maintenance, and setup
• Partner with production/technical crew to resolve any issues affecting experience or venue operation
• Maintain clear and proactive communication w/ dept heads, vendors, talent reps, and senior management
• Liaison between front and back-of-house, production, and bar teams to ensure seamless operations
• Ensure follow-through on incident reports, shift notes, and event recaps

Preferred Qualifications

• Flexible schedule with the willingness and ability to work nights, weekends, and holidays
• Approachable, genuine, knowledgeable, encouraging, passionate, and committed to helping customers