Operations Leader — Guest Experience & Safety

Jake's Unlimited; Mesa (AZ); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Free meals

Employee discounts

Leadership development

Advancement opportunities

Job summary

Jake’s Unlimited in Mesa, AZ is seeking an experienced Operations Manager to lead daily operations, support department leaders, and ensure a safe, clean, and memorable guest experience. You will actively engage guests and team members on the floor and drive operational excellence across all departments.

The role requires 2+ years in entertainment or high-volume guest-facing operations, exceptional guest service recovery, and a hands-on leader who can manage multiple priorities with a positive

Qualifications

• 2+ years of FEC or similar management or supervisory experience required.
• Experience in entertainment, hospitality, restaurants, attractions, retail, or another high-volume guest-facing operation preferred.
• Proven ability to lead teams and take ownership of daily operations.

Responsibilities

• Provide leadership and direction across the facility.
• Maintain a visible presence on the floor, actively engaging with guests and team members.
• Ensure departments operate safely, efficiently, and to established standards.
• Support department leaders and step in where needed to keep operations running smoothly.
• Lead opening, closing, and daily operating procedures.
• Monitor staffing and deployment and adjust based on business needs.
• Coach team members and reinforce expectations for service, productivity, safety, and professionalism.
• Resolve guest concerns with confidence, good judgment, and a focus on recovery.
• Identify operational issues, take ownership, and drive them through resolution.
• Maintain high standards for cleanliness, organization, safety, and facility presentation.
• Coordinate support for equipment, POS, facility, and other operational issues.
• Support cash handling, safe counts, drops, and end-of-day procedures.
• Assist with training, performance management, and team development.
• Communicate important incidents, shift information, and follow-up needs to the leadership team.

Skills

Leadership

Guest service

Operations management

Communication

Team coaching

Tools

POS systems

Facility management software

Job description

Jake’s Unlimited in Mesa, AZ is seeking an experienced Operations Manager to lead daily operations, support department leaders, and ensure a safe, clean, and memorable guest experience. You will actively engage guests and team members on the floor and drive operational excellence across all departments.

The role requires 2+ years in entertainment or high-volume guest-facing operations, exceptional guest service recovery, and a hands-on leader who can manage multiple priorities with a positive