Operations Manager

Operations Manager – Sky Zone Owings Mills

Salary: $50,000–$70,000 per year, based on experience
Full-time | Performance-based bonus opportunities | Paid training | PTO

Sky Zone Owings Mills is looking for an experienced, hands-on Operations Manager who can lead people, solve problems, and help run a fast-paced family entertainment business.

This is not a desk-management position. Our managers are visible throughout the park, actively leading the team, interacting with guests, monitoring operations and safety, and stepping in wherever needed to keep the business running smoothly.

The right candidate will bring proven management experience from a high-volume, customer-facing environment such as entertainment, hospitality, restaurants, retail, fitness, recreation, or a similar operation.

What You'll Do

Lead the Team

• Lead, coach, and hold team members accountable for performance, attendance, service, safety, and park standards.
• Help recruit, train, develop, and retain a dependable, high-performing team.
• Set clear expectations and address performance or conduct issues promptly and professionally.
• Lead shifts and ensure employees are positioned appropriately based on guest volume and operational needs.
• Serve as a hands-on leader who is willing and able to perform park roles when necessary.

Run Strong Daily Operations

• Oversee opening, closing, and day-to-day park operations.
• Maintain a visible management presence throughout the park and respond quickly to operational issues.
• Ensure attractions, guest areas, food service areas, restrooms, and other park spaces meet safety and cleanliness standards.
• Complete required operational and safety inspections and ensure maintenance concerns are properly documented and escalated.
• Monitor staffing and make real-time adjustments based on business volume while maintaining appropriate service and safety coverage.
• Help oversee inventory, supplies, food and beverage, and merchandise.

Deliver an Excellent Guest Experience

• Set the standard for friendly, professional guest service.
• Resolve escalated guest concerns calmly and appropriately.
• Support successful birthday parties, group events, memberships, and other key guest experiences.
• Coach employees on service expectations and identify opportunities to improve the guest experience.

Help Drive Business Performance

• Support park revenue and profitability goals while managing labor and other controllable costs.
• Help drive memberships, birthday parties, food and beverage, and general admission sales.
• Monitor key operating and sales metrics and take action when performance is below expectations.
• Work with ownership, management, and the sales/marketing team to execute park initiatives and promotions.

What We're Looking For

Required

• 2+ years of management experience in a high-volume, customer-facing business.
• Demonstrated experience supervising employees, managing shifts, and holding teams accountable.
• Strong leadership, communication, organization, and problem-solving skills.
• Ability to remain calm and make sound decisions in a fast-paced environment.
• Comfortable using technology, POS systems, and standard business software.
• Reliable transportation and consistent attendance.
• Availability to work a flexible schedule, including evenings, weekends, school holidays, and other peak operating periods.

Preferred

• Management experience in family entertainment, hospitality, restaurants, retail, fitness, recreation, or a similar business.
• Experience with hiring, scheduling, training, and employee performance management.
• Experience managing labor or other controllable expenses.
• Familiarity with P&L statements, budgets, KPIs, or other business-performance reporting.
• Experience driving sales, memberships, subscriptions, events, or other revenue-generating programs.
• Associate or bachelor's degree.

What Success Looks Like

Success in this position means building and leading a dependable team, maintaining strong safety and operating standards, delivering a great guest experience, controlling labor and other operating costs, and helping grow park revenue.

Compensation & Benefits

• Base salary: $50,000–$70,000 per year, based on experience and qualifications
• Performance-based bonus opportunities
• Paid training
• Paid time off
• Flexible scheduling

This is a full-time, in-person position at Sky Zone Owings Mills. Employment is contingent upon successful completion of required pre-employment screening.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• Flexible schedule
• Paid time off

Work Location: In person