Operational Manager – KICKS: The Pickle Exchange

New Chen Motor Credit Sdn. Bhd.; Johor Bahru; On-site; MYR 100,000 - 150,000; Full time

Job summary

A premier entertainment venue in Johor Bahru is seeking an Operational Manager to maintain operational efficiency and enhance customer satisfaction. The ideal candidate should excel in team management and operational oversight, ensuring high service standards during peak periods. Responsibilities include driving a positive guest experience, monitoring revenue channels, and conducting regular performance reports. Applicants should have significant operational management experience and be ready to contribute to a dynamic team environment.

Qualifications

• Experience as an operations manager in a service-oriented environment is essential.
• Strong skills in team management and operational efficiency.
• Ability to conduct performance reviews and disciplinary actions.

Responsibilities

• Maintain operational readiness for the venue and oversee daily operations.
• Drive guest experience from check-in to exit while ensuring safety standards.
• Monitor revenue channels and conduct weekly performance reporting.

Skills

Operational readiness management

Customer satisfaction improvement

Team leadership and scheduling

SOP compliance enforcement

Event planning support

Job description

Operational Manager – KICKS: The Pickle Exchange

• Maintain operational readiness: courts, lighting, equipment, sound, cleanliness, merchandise displays, locker counters
• Conduct daily walkthroughs with structured checklists
• Enforce SOP compliance across all shifts (opening, midday, closing)
• Uphold safety standards for players, staff & equipment
• Ensure predictable service flow for peak hours & tournaments
• Drive smooth, friendly, premium guest experience from check-in to exit
• Handle escalations professionally & document learnings into SOP updates
• Track & improve customer satisfaction KPIs (ratings, complaints, return rate)
• Lead & schedule the Ops team: FOH crew, runners, court marshals
• Conduct training, performance reviews, discipline where needed
• Ensure right staffing levels for daily operations & events
• Enforce culture: Peace • Love • Respect with accountability
• Manage Reclub bookings and ensure maximum utilization of courts
• Monitor revenue channels: courts, TPX Bar, merch, coaching sessions
• Weekly reporting: revenue, cost controls, stock usage
• Oversee inventory: balls, paddles, F&B consumables, cleaning items
• Prevent wastage, leakage, and shrinkage through proper controls
• Support event planning and lead execution on ground
• Coordinate with Marketing for seamless campaign-to-execution alignment
• Manage vendor booths, sponsor visibility, crowd flow & safety
• Post-event reporting: cost, manpower, operational learnings
• Continuously refine SOPs to improve speed & consistency
• Introduce systems that improve efficiency (booking flow, F&B service time, etc.)
• Manage venue maintenance with external contractors when required
• Conduct preventive checks for lighting, nets, flooring, CCTV, etc.
• Maintain high-clarity communication with team & management
• Weekly Ops performance report covering:

• Customer feedback & resolutions
• Operational risks & action plan

Assessment Questions

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as an operations manager?
• Have you worked in a role where you were responsible for stock control?