Operations Leader — Guest Experience & Safety

Jake’s Unlimited; Mesa, Northern (AZ, KY); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Free meal

Employee discounts

Leadership development

Team atmosphere

Job summary

Jake’s Unlimited in Mesa, Arizona is seeking an Operations Manager to lead daily operations, support department leaders, and ensure a safe, clean, and memorable guest experience. You’ll oversee opening, closing, and personnel deployment while maintaining high standards.

You’ll coach and develop a team, resolve guest concerns, and drive operational recovery. The role requires leadership in a fast-paced environment with a focus on safety, hospitality, and efficiency.

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.
• Exemplary guest service and guest recovery skills.
• Confident, visible leader who is comfortable making decisions and providing direction.
• Strong communication, coaching, and interpersonal skills.
• Organized, solutions-focused, and able to manage multiple priorities.
• Comfortable holding team members accountable while maintaining a positive environment.
• Strong attention to safety, cleanliness, and operating standards.
• Working knowledge of cash controls and labor management.
• Dependable, adaptable, and willing to jump in wherever needed.
• Available to work a flexible schedule including days, evenings, weekends, and holidays.

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.

Job description

Jake’s Unlimited in Mesa, Arizona is seeking an Operations Manager to lead daily operations, support department leaders, and ensure a safe, clean, and memorable guest experience. You’ll oversee opening, closing, and personnel deployment while maintaining high standards.

You’ll coach and develop a team, resolve guest concerns, and drive operational recovery. The role requires leadership in a fast-paced environment with a focus on safety, hospitality, and efficiency.