Corporate Director, Store Operations

Description

The Director of Store Operations is responsible for driving disciplined execution across FEG’s arcade and hospitality operations. This leader ensures consistent operating standards, strong financial performance, and an exceptional guest experience across all locations while honoring our partner commitments and brand standards. This builds scalable processes, and drives continuous improvement across labor, productivity, service, and profitability. The Director of Store Operations plays a critical role in translating strategy into action, ensuring clarity of accountability, and building a culture of engagement, ownership, and results.

Key Responsibilities

Strategy & Operational Leadership

• Set and execute the operational strategy for FEG’s arcade and hospitality locations across North America (and Caribbean, as applicable).

• Translate enterprise goals into clear operating priorities, metrics, and action plans for field leaders.

• Ensure alignment with FEG’s values, leadership expectations, and partner obligations.

• Lead cross-functional initiatives that improve execution, scalability, and financial performance.

Guest Experience & Service Excellence

• Champion a guest-first culture that consistently delivers fun, safe, and memorable experiences.

• Ensure service standards are clear, measurable, and executed consistently across locations.

• Monitor guest feedback, service metrics, and trends to continuously improve the experience.

• Balance speed, efficiency, and hospitality in high-volume entertainment environments.

Operational Excellence & Execution

• Drive consistent execution across labor forecasting, scheduling models, operating standards, communications, cleanliness, safety, and asset care.

• Lead improvements in productivity, cost control, and operational efficiency without compromising guest experience.

• Partner closely with IT and Technology teams to implement tools that improve execution, insight, and scalability.

• Conduct regular field visits to assess execution, coach leaders, and identify opportunities.

Financial & Business Management

• Own store-level P&L performance, including labor, controllable expenses, and profitability.

• Partner with Finance and Operations leaders on budgeting, forecasting, and performance management.

• Drive accountability through clear targets, dashboards, and review cadences.

• Balance growth, cost discipline, and reinvestment to support long-term value creation.

Team & Talent Leadership

• Build, lead, and develop a high-performing operations leadership team.

• Establish clear expectations for accountability, decision-making, and leadership behaviors.

• Drive succession planning and leadership development to support growth and continuity.

• Foster a culture of trust, collaboration, inclusion, and continuous improvement.

SOPs, Change Management & Communication

• Lead SOP cross functional teams and drive professionalism, consistency and operational change initiatives with clarity, discipline, and empathy.

• Ensure clear, simple, and consistent communication to field teams.

• Partner with Store Communications to reinforce priorities and reduce noise.

• Hold leaders accountable for execution while supporting them through change.

Compliance, Risk & Partner Alignment

• Ensure operations comply with company policies, safety standards, and applicable regulations.

• Protect company assets through strong controls, training, and risk management practices.

• Maintain strong alignment with hospitality and venue partners, ensuring contractual and brand commitments are met or exceeded.

Leadership Competencies (FEG – LEADER)

This role is expected to consistently model FEG’s leadership competencies:

• Learns and Adapts – Uses data, feedback, and curiosity to continuously improve.

• Energizes Others – Brings positive, contagious energy and inspires teams to perform.

• Accountable – Owns results, makes decisions, and follows through.

• Develops Talent – Coaches, mentors, and builds strong leadership benches.

• Executes with Excellence – Turns strategy into disciplined, high-quality execution.

• Resilient – Leads calmly and decisively through change and complexity.

Requirements

• Bachelor’s degree required

• 10+ years of senior operations leadership experience in arcade, hospitality, multi-unit entertainment, 

• Proven experience leading large, distributed field teams.

• Strong financial acumen 

• Experience leading change, scaling operations, and improving execution.

• Exceptional communication, influence, and relationship-building skills.

• Data-driven, action-oriented, and comfortable operating in a PE-backed growth environment