Senior Operations Manager
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Key skills for this role
About the Role
Immersive Experiences seeks a Senior Operations Manager to oversee day-to-day operations of four venues in Dubai. The role includes managing P&L, leading a team of 80+ staff, ensuring customer service excellence, and maintaining compliance with regulations.
Key Skills for This Role
Responsibilities
- Oversee day to day operations of all four venues, ensuring alignment with strategic goals and brand identity
- Lead implementation of SOPs, operational checklists, and health & safety protocols
- Take full ownership of operational P&L, develop budgets, and drive profitability
- Lead, inspire, and develop a diverse team of venue managers and frontline staff
- Champion exceptional customer service and use guest feedback for continuous improvement
- Ensure compliance with Dubai Municipality regulations, civil defense standards, and health and safety laws
Requirements
- Proven experience in operational management, preferably in hospitality or entertainment venues
- Strong financial acumen with experience managing P&L and budgets
- Experience leading and developing large teams (80+ personnel)
- Knowledge of health, safety, and compliance regulations (Dubai Municipality, Civil Defence)
- Excellent communication and cross functional collaboration skills
Full Job Posting
Operational Management
- Oversee and manage day to day operations of all four venues, ensuring alignment with strategic goals, customer expectations, and brand identity.
- Lead and enforce consistent implementation of Standard Operating Procedures (SOPs), operational checklists, and health & safety protocols.
- Continuously monitor operational KPIs and performance indicators, implementing corrective actions as necessary.
- Ensure adequate inventory control, procurement practices, and asset maintenance across all locations.
Financial Accountability
- Take full ownership of the operational P&L across the four concepts.
- Develop and manage budgets, forecasts, and monthly financial reviews.
- Identify revenue growth opportunities and cost saving measures while maintaining quality standards.
- Monitor financial performance, drive profitability, and provide regular performance reporting to senior leadership.
- Ensure timely submission of operational expense reports, petty cash reconciliations, and procurement documentation.
- Work closely with Finance Department to track expenditures, monitor variances, and ensure compliance with internal controls.
People & Culture Leadership
- Lead, inspire, and develop a diverse team of venue managers, supervisors, and frontline staff (80+ personnel).
- Establish a performance driven culture based on empowerment, accountability, and collaboration.
- Oversee recruitment, onboarding, training, and development programs in partnership with HR.
- Conduct regular performance reviews, provide coaching and mentorship, and implement staff engagement initiatives.
- Address staff conduct or performance issues in accordance with company policies and UAE labor laws.
Customer Experience & Service Excellence
- Champion a culture of exceptional customer service across all guest touchpoints.
- Design and implement service protocols, customer journey mapping, and service recovery procedures.
- Use guest feedback (reviews, surveys, NPS) to inform continuous improvement efforts.
- Ensure all concepts meet and exceed customer satisfaction benchmarks.
Health, Safety, Risk & Compliance
- Ensure full compliance with Dubai Municipality regulations, civil defense standards, and relevant health and safety laws.
- Lead emergency preparedness initiatives, safety training, and risk mitigation strategies.
- Oversee incident reporting, audits, and corrective action processes.
- Maintain up to date approvals and certifications including Dubai Municipality permits, Civil Defence clearances, and CBI certifications.
- Implement and enforce strict hygiene, sanitation, and cleanliness protocols.
- Ensure routine and preventive maintenance of all equipment, facilities, and infrastructure.
Strategic Initiatives & Innovation
- Collaborate with executive leadership on business expansion plans, new concept launches, or repositioning strategies.
- Contribute to experience design improvements, new program rollouts, and tech integrations.
- Support marketing, PR, and partnership teams with operational readiness for events and campaigns.
- Analyze market trends and competitor activity to propose new features or operational improvements.
Cross functional Collaboration
- Work closely with Finance, HR, Marketing, Sales, and IT departments to ensure operational alignment.
- Represent Operations Department in senior management meetings and contribute to company wide planning.
- Ensure proper data and performance reporting systems are in place across all locations.
What we offer
- Cluster role
- Salary range between 12 and 15k/month
- Insurance benefits
- Tremendous growth
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