Manager of Quality Control and Support

Great Big Game Show; Smyrna (TN); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Full-time benefits

Bonus

Job summary

Great Big Game Show seeks a Manager of Quality Control & Support in Smyrna, TN. This hands-on leader coordinates QC and field support across locations, traveling to install sites on a regular basis to ensure flawless openings.

Expect a busy schedule, meaningful travel (1–2 trips monthly), and on-call rotation. The role emphasizes team development, process creation, and cross-department collaboration to maintain high-quality game rooms and guest experiences.

Qualifications

• A baseline grasp of production and fabrication: CNC, carpentry, scenic, paint, and controls.
• Strong organization and people skills; keeps an organized schedule.
• Comfortable in Google Sheets, including formulas.

Responsibilities

• Lead and develop the team with regular 1:1s and install travel.
• Own the team skills matrix and assign learning for every job.
• Build self-sufficient team members able to run support calls and QC independently.
• Provide timely, direct feedback and conduct performance reviews.
• Recruit, interview, hire, and onboard installers and PMs with HR and leadership.

Skills

Leadership

Team management

Travel readiness

Communication

Google Sheets

Tools

CNC

Lighting systems

AV hardware

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Manager of Quality Control and Support

Smyrna, TN, US

1 Attachments

7 days ago Requisition ID: 1927

Salary Range: $60,000.00 To $75,000.00 Annually

Position: Manager of Quality Control & Support, Great Big Game Show

Direct Supervisor: Sr. Director of Great Big Game Show Deployment

Overview: Great Big Game Show is growing from 30 locations to nearly 50 next year! You're the last set of trusted eyes before the lights come up in each new location. You're the person who makes sure opening day is perfect. One week you're at HQ building systems and coaching your team; the next you're walking a brand-new game room in New York, Raleigh, DC, or Long Beach, making sure every set piece, buzzer, light, and control station is flawless before a single guest walks in. When a store hits a snag, you're the steady voice that solves their problem. You're a player-coach, hands on the hardware and building a department from the ground up as we grow. Who We’re Looking For:

A leader first. An Assistant Manager or GM at the store level is ideal. You can lead a team in a fast, informal structure and set the workplace tone: positive, safe, and hospitable to every teammate, GC, and partner.

Handy. You can jump in and fix a few things. You don't have to be our best troubleshooter on day one, we'll teach the advanced stuff, but a real baseline across construction and AV matters.

Travel-ready. The travel is genuinely fun: new cities, launch-day energy. Let's be honest: 1–2 trips a month, 3–6 days each, plus an on-call rotation. It can feel like a lot. Are you up for it?

Organized, dependable, driven, and caring. A strong communicator, written, on the phone, and in person. Loves interactive media. Loves to win.

Pay: $60-75k (based on experience)

Eligible for Full Time Benefits and Bonus as outlined here .

Location: HQ - Smyrna, TN (non-remote)

Expected Weekly Hours: 45-50 hours

Travel is a core part of this role. Expect 1–2 trips per month (typically 3–6 days per trip) to support new store openings or major issues. Extended hours are expected during travel, and rest days will be given before or after travel.

You’ll travel to the site to provide quality control at new store launches.

Occasionally there may be a store emergency or a routine visit to a store.

On-Call:

Yes.

On-call rotates among the team, currently about every third week/weekend

Job Responsibilities:

Lead and Develop the Team (~30%)

Hold regular 1:1s with each report, including on install travel.

Own the team skills matrix: define what every QC/Support member must do independently (CCTV setup, fire-system testing, light focusing, lobby lighting, control station, POS testing), track who can do what, and assign learning on every job.

Build self-sufficient team members who can run support calls and quality control on their own.

Give timely, direct feedback; recognize great work; address issues early and document them.

Run performance reviews and set development goals for each team member.

Recruit, interview, hire, and onboard installers & PMs, with HR and the Sr. Director.

Partner with HR and the Sr. Director on coaching, performance plans, and separations.

Quality Control

Review built set pieces with the production team against our quality standards.

Travel to new locations to inspect game rooms for performance and visual standards before opening.

Provide on-site operational support through each store's launch, troubleshooting as issues arise.

Review floor plans for upcoming locations and give feedback.

Support & Troubleshooting

Partner with store teams to diagnose and resolve technical issues (lighting, sensors, PCs, AV).

Use our ticketing system to report, track, and resolve product safety, functionality, and aesthetic issues.

Take and schedule store calls and guide them to a successful resolution remotely.

Collaborate across departments to improve the product from guest and team-member feedback.

Be a reliable source of knowledge on GBGS's past and current product standards.

Perform on-site repairs and emergency travel as needed.

Standards and Systems

Create repeatable processes that reduce recurring issues across locations.

Build and maintain the systems that keep our studios running smoothly.

Job Requirements:

Comfortable in Google Sheets, including formulas.

A baseline grasp of production and fabrication: CNC, carpentry, scenic, paint, and controls.

Strong organization and people skills; keeps an organized schedule.

Can lift/carry up to 50 lbs; can stand, walk, climb ladders, and work in tight spaces for extended periods.

Attachments (1)

Manager of Quality Control & Support - Great Big Game Show.pdf