Director of Operations

Reporting:

Chief Executive Officer (CEO)

Direct Reports:

Area Manager(s)

Leadership Scope:

Provides leadership and oversight to all Operations team members, including Senior Multi-Unit Managers, Multi-Unit Managers, Hourly Managers, and Guest Service Hosts.

Description:

The Vice President of Operations is the steward of our organizational identity, bridging the field and support center teams. They spend time in the field listening to frontline employees, then bring those insights to the executive table to shape decisions. In turn, they translate corporate priorities into clear, purposeful action for each location following the principles of Unreasonable Hospitality.

More than anything, they are the guardian of what makes us us : the values, traditions, and shared ways of working that bind our people together. They ensure those values are felt in every location by recognizing great work, modeling expected behaviors, and making sure every employee feels seen, heard, and proud to belong.

This role has two main objectives: setting and executing the company’s operational strategy across its retail video gaming (VGT) locations, and building and leading the Operations leadership team. It requires a service-oriented, strategic, and results-driven executive who prioritizes guest satisfaction while ensuring smooth, compliant, and profitable operations that support the company’s long-term growth.

Expectations:

- Lead with integrity and honesty in all work-related duties and set the standard for the organization. - Provide proactive, strategic leadership over the operations of all company locations. - Empower and support the Operations team to meet or exceed performance standards. - Maintain a deep working knowledge of every area of operations and step in to assist when necessary. - Develop a positive and collaborative work environment for employees, guests, vendors, and regulators. - Ensure the company meets state, local, and company standards and regulations, including gaming and liquor requirements. - Maintain clear and consistent communication with the CEO, executive team, employees, managers, and stakeholders.

Responsibilities:

Executive Leadership and Culture

- Serve as a trusted advisor to the executive team and participate in setting company vision, strategy, and annual goals. - Be a champion of company culture by leading with integrity, kindness, and a strong commitment to company values. - Foster a mentor mentality by teaching and leading by example, asking questions to ensure clarity, and consistently following up to reinforce learning and ensure progress. - Build, coach, and hold accountable the Operations team. - Lead succession planning and talent development across all levels of operations leadership. - Provide regular operational and financial updates to the executive team.

Operations and Guest Experience

- Take ownership of operations across all locations and establish company-wide standards for guest service, cleanliness, and sanitation. - Teach, demonstrate, and guide the organization toward exceptional guest service, creating memorable experiences every shift, every day, every time. - Drive operational efficiency through impactful leadership and accountability at all levels, identifying opportunities and resolving challenges to ensure smooth, continuous operations. - Establish and monitor operating procedures for inventory, ordering, scheduling, timecards, and store audits, and verify they are consistently followed. - Be knowledgeable of VGT machines, slot games, and features, and ensure teams are equipped to resolve machine issues. - Evaluate and implement process improvements that increase efficiency and consistency across locations.

People Management

- Partner with Human Resources to ensure proper staffing levels, training and development of team members, disciplinary actions, and overall performance management. - Establish compensation, staffing, and labor-budget guidelines for operations in partnership with the CEO and Human Resources. - Maintain consistent communication with all levels of the organization, including in-person visits, camera monitoring, phone calls, and team meetings. - Facilitate regular meetings with the Area Manager(s), Operations team, and business partners to ensure thorough follow-through on all business needs. - Support a culture of continuous training and development for new and existing team members.

Financial Performance

- Own the company's operating P&L, including VGT performance and controllable expenses, ensuring results stay within budget while driving profitability. - Develop annual operating budgets, and capital plans in partnership with the CEO and CFO. - Analyze monthly P&Ls and key performance indicators and hold the leadership team accountable for results. - Ensure strong internal controls over cash handling, deposit processes, and sales activities across all locations.

Licensing, Compliance, and Regulatory Relations

- Oversee the company's licensing and compliance program to ensure adherence to state and local regulations and standards. - Serve as a key point of contact with regulators, including the Illinois Gaming Board (IGB), and maintain professional relationships with regulatory and local authorities. - Uphold company policies and licensing standards, including liquor and gaming regulations, to protect employees and guests. - Ensure a safe and compliant work environment by following local health codes and business license regulations. - Ensure all employees complete required certification courses and that audits are completed and corrective actions are followed through. - Reinforce a zero-tolerance standard to prohibit underage patrons from purchasing alcohol or gambling by IDing every guest, every time.

Growth, Market Strategy, and Marketing

- Identify and evaluate opportunities for growth, including new locations and market expansion. - Analyze each local market through competitive shops, daily reports, and monthly revenue reports from the IGB. - Champion marketing initiatives and promotional campaigns, ensuring effective implementation across all locations. - Provide strategic direction to the leadership team to drive successful marketing initiatives and promotions.

Safety, Security, and Systems

- Maintain a safe working environment by overseeing safety programs, ensuring concerns are reported and resolved. - Ensure key and alarm code tracking, camera monitoring, and security procedures are followed at all locations. - Ensure internal systems such as ShiftNotes, Guardian, and the Point-of-Sale system are maintained and updated.

Facilities, Vendors, and Risk Management

- Oversee repair and maintenance programs to ensure equipment, facilities, and systems operate efficiently. - Take a proactive approach to identifying and addressing operational risk before problems escalate. - Manage key vendor, contractor, and partner relationships, including negotiating and reviewing service agreements in partnership with the CEO.

Other Duties

- Perform other duties as requested by the CEO.

Skills & Experience:

- Must be 21 years of age. - Extensive multi-unit or multi-location leadership experience, including leading managers and directors. - Experience in gaming, hospitality, restaurant, or retail operations is preferred. - Proven track record of owning a P&L, budgeting, forecasting, and driving profitable growth. - Working knowledge of gaming and liquor regulations, including Illinois Gaming Board requirements, strongly preferred. - Strong executive presence with excellent communication, interpersonal, and team leadership skills. - Must have access to reliable transportation and be available to travel to all locations during business hours. - Must be able to bend, reach, lift, and/or carry 50 pounds. - Must be able to maintain an active and engaged floor presence for periods exceeding 60 minutes. - Attend meetings and trainings as required.