Operations Manager

Arcade Online is a live platform where players remotely control real arcade machines and win real prizes, alongside a growing catalogue of original digital games designed exclusively for the platform.

Behind every game is a physical arcade cabinet that must perform reliably around the clock.

That means keeping electronic and mechanical systems in excellent condition, responding quickly when something goes wrong, and making sure our customer support and technical teams have the tools, processes, and coverage they need to deliver a strong player experience.

We're growing our catalogue and operations quickly.

This role exists to help us scale without compromising on game uptime, repair quality, cost control, or customer experience.

We're looking for an Operations Manager to own the day-to-day performance of our Perth game farm and lead the technical support team on the ground.

Connected Reality operates as ArcadeXR's operating arm, running from a warehouse in Perth.

Our technical support agents are a hybrid role — part technician, part customer support — responsible for keeping games running, resolving player issues, and maintaining the infrastructure that makes remote arcade gaming possible.

You'll lead that team, own the operational processes that keep everything moving, and serve as the primary point of contact between Perth and our Singapore headquarters.

This is a role for someone who is genuinely comfortable on the warehouse floor and at a desk.

You'll move between hands-on fault diagnosis, team management, shift planning, spare parts inventory, and structured communication with Singapore — often on the same day.

Perth operates with a high degree of autonomy, and this role requires someone who can make good independent decisions, proactively surface issues, and manage upward without needing to be prompted.

• Own the end-to-end operation of the Perth game farm, with clear accountability for game uptime, maintenance quality, and workplace safety
• Lead, develop, and performance-manage the technical support team, including hiring, onboarding, coaching, and shift planning
• Balance team priorities between live customer issue response and proactive maintenance — both matter, and managing that tension well is central to the role
• Assemble, test, diagnose, repair, and maintain arcade games across electronic, electrical, and mechanical systems
• Establish and maintain preventive maintenance routines, ensuring faults are recorded, prioritised, resolved, and followed through
• Monitor game availability and recurring faults, using operational data to drive reliability improvements and reduce downtime
• Coordinate the onboarding of new games as they are added to the platform — receiving upgrade kits, reviewing documentation, managing the installation process across the Perth fleet, and bringing units online on schedule
• Maintain clear, timely communication with Singapore across priorities, timelines, recurring issues, logistics, and new game launches
• Order and manage spare parts and consumables inventory, balancing availability with cost control
• Build productive relationships with suppliers and vendors, coordinating parts, repairs, and external services when needed
• Improve maintenance, repair, escalation, and customer support workflows for speed, consistency, and accountability
• Ensure operations comply with safety requirements and company policies

• Experience leading technical operations, field service, customer support, or maintenance teams
• Strong hands-on electronic and/or mechanical fault-finding skills — comfortable diagnosing and repairing electronic components, PCB assemblies, wiring, and related hardware
• Comfortable jumping into the support system directly – responding to customer tickets, resolving player issues, and setting the standard for how the team handles customer interactions
• Able to build practical operational processes and continuously improve them
• Experienced planning workloads, setting priorities, and coordinating team coverage in a fast-moving environment
• High degree of self-direction — able to operate autonomously, make sound decisions independently, and proactively communicate with a remote headquarters
• Strong written and verbal communication skills, with the ability to work effectively across technical and non-technical stakeholders in different time zones
• Good judgement around stock, supplier, and resource management
• Experience hiring, coaching, and managing performance
• Understanding of workplace safety and operational compliance

Nice to have

• Experience in amusement, arcade, gaming, vending, or another equipment-service industry
• Basic IT troubleshooting across networks, connected devices, and server-related issues
• Experience managing projects involving multiple timelines, suppliers, and dependencies
• A degree or technical qualification in engineering, electronics, computing, or a related field
• Experience in a small team or startup environment where priorities shift quickly

• After your first 12 months, you'll have:
• Established clear operational standards and reporting across game uptime, maintenance, repairs, safety, and customer support
• Improved game availability and reduced avoidable downtime through stronger preventive maintenance and faster fault resolution
• Built a reliable, well-coordinated team with clear processes and good coverage across the platform's operating hours
• Managed the onboarding of new game titles smoothly, keeping upgrade installations on schedule without disrupting existing operations
• Become the operational owner Perth needs — trusted by the team on the ground and by Singapore to run things well

This is not a typical operations role.

You'll be responsible for the real machines behind a live online platform, where a repair, a process improvement, or a well-run shift has a direct effect on what players experience around the world.

It's a small team, a genuinely novel product, and a role with real ownership and visibility.

You won't be managing a process someone else designed — you'll be shaping how our operations scale, with the trust and autonomy to do it your way.