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Manager, Store Operations Support
2 years ago
Who are we?
We’re Sandbox VR, and we’re the most advanced virtual reality experience in the world. Inside our rooms, we take you on thrilling adventures and transform you into new characters. Our experience is like the movies, except you’re actually with your friends inside the movie. We are creating the future of entertainment by building towards the virtualization of physical spaces and eventually becoming the portal to the Metaverse. We want you be a part of our journey and help us make that a reality!
Since we launched in Hong Kong in 2017, we’re now live in 13 locations and 5 countries around the world (we’re the #1 Activity in Hong Kong and Singapore on TripAdvisor, #1 VR place in China Shanghai on Dianping), and we’re quickly expanding. As a growing company we are looking for leaders who want to transform the entertainment industry and contribute to the cutting-edge experiences we are creating. We take pride in the relationships we are building within the community through innovation and providing a best-in-class experience for our guests. The opportunities within Sandbox VR are endless and we want you to be a part of this new world we are creating!
The Manager of Operations will facilitate strong operational processes in the field locations through the development of new initiatives, communication of daily procedures, management of projects, creation and management of reporting, and thorough data analysis for the Store Operations department. They will support the Store Operations team with additional tasks as needed. They will build relationships and work cross-functionally with business partners from Stores and Corporate/Support Center Departments.
What you will be doing:
- Create, update, and maintain the store supplies process. Manage store supplies budget. Look for ways to optimize processes and identify and implement cost-saving opportunities. Process submitted orders for stores on a regular cadence and ensure smooth execution in support of store teams
- Timely response to guest inquiries via multiple platforms including but not limited to Guest Services Inbox, Facebook, Instagram, etc delivering an exceptional guest experience. Identifying consistent inquiries and developing ways to reduce inquiries by making the information easily and readily available to guests without inquiry. Identifying consistent inquiries related to service gaps and coming up with processes and procedures to reduce those inquiries and improve guest service
- Develop, implement and maintain a weekly and actionable store communications vehicle that compiles relevant information from cross-functional departments to deliver to stores in a digestible manner
- Play a key role supporting our new store openings and existing stores including initial setup of booking platform, website, account setup on Google, Yelp, etc and ongoing maintenance of store profiles to maintain the integrity of store information and exceptional guest experience
- Create deliverables including operating models, communications, presentations, policies, and procedures, and supporting documentation
- In-store support of new and existing stores and team members as needed ensuring guests receive an exceptional experience through the guest journey and the tech that supports the experience
- Creation and management of recurring and ad hoc reporting as needed
- Maintain and create department processes as required
- Oversee technology enhancements and ensure seamless implementation to our stores
- Manage various programs, projects, and tasks as needed
- Utilize key performance indicators, including sales reporting and metrics to measure store success and identify opportunities
- Manage the cross-functional relationships to help provide support to the store field team and be an advocate for the store's needs
- Managing store operations / retail calendar to ensure the team meets critical deadlines and involves all business partners in advance
- Travel up to 20% of the time to stores to check on observing and report progress of various programs; more as needed including new store support
- New Store Setup and Coordination including initial order of OPs supplies, SOPs, signage, and job fair material, Account Setup, Coordination, Follow-up (edited)
- Other tools and support as needed including Universal Store Database (USD), contests, and employee recognition
What we are looking for:
- BS/BA Degree and/or 4+ years of operations and/or project management experience
- Hands-on doer with strong attention to detail and follow-through
- Experience putting processes and procedures into place at a growing company
- Strong orientation to strategic thinking, communicating, influencing, and building relationships at all levels within the company
- Ability to travel, including on short notice
- Proficient in Excel, Word, and PowerPoint and in working with an online database system
- Proven project management skills required on both short term and long term projects in order to manage multiple projects concurrently and prioritize urgent needs in order to achieve objectives and deliver on deadlines within budget
- This person must be organized and detail-oriented with strong written and verbal communication skills. They will have demonstrated success in problem-solving and taking initiative and the ability to work independently as well as in teams with cross-functional partners
- They must have a strong service mindset with the ability to provide a high level of service to internal and external customers. This person must enjoy working in a fun, fast-paced, dynamic environment
WE ARE SANDBOX VR, AND WE INVITE YOU TO COME PLAY IN OUR SANDBOX (AND THINK OUTSIDE IT).
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
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