Operations Manager

Responsibilities:

Culture Leadership:

• Model all five culture rules every day; address culture drift immediately.
• Conduct daily culture observation walkthroughs, scoring staff against the Values-to-Behaviours table.
• Maintain and review the Wow Log — moments where staff exceed expectations.
• Deliver specific, kind, developmental feedback in weekly 10-minute staff conversations.

Team Management & People Development: 

• Hire, onboard, train, schedule, and manage performance for a team of 10+ staff.
• Run Leadership Sync with staff & directors (bookings, VIP families, events, staff coaching, and recognition).
• Coach and develop team members; track individual growth through the staff scorecard

Operations & Facility Management:

• Walk the facility before staff arrives — check cleanliness, equipment, and zone setups.
• Ensure bathroom cleanliness, equipment safety, and zone readiness throughout the day.
• Manage supplier relationships and facility maintenance.

Financial Management:

• Manage budgets; read and interpret P&L statements.
• Track membership growth, revenue, and expenses.
• Conduct daily financial review with the front desk (cash reconciliation, daily totals). 
• Present financial performance to the director with data-backed recommendations.

Guest Experience:

• Maintain visible floor presence; greet families personally.
• Handle escalated parent concerns with calm and empathy.
• Proactively identify and resolve service issues before they become complaints.
• Track parent feedback trends and translate them into operational improvements.

Strategic Partnership with the Director:

• Present parent feedback trends, staff scorecard updates, operational challenges, and growth ideas.
• Come with data and recommendations, not opinions or raw problems.
• Help shape Letzplay's direction, positioning, and expansion plans.

Safety & Crisis Response: 

• Lead response to incidents: child injuries, difficult parents, staff conflicts, and equipment failures.
• Follow a clear assess→decide→act→debrief discipline.
• Maintain incident logs and drive corrective actions.

Requirements:

• Bachelor's degree in business management, hospitality, education, or a related field.
• 3–5 years of management experience in hospitality, retail, education, entertainment, or service-focused industries.
• Proven experience managing a team of 10+ people (hiring, training, scheduling, performance management).
• Financial literacy — can read P&L statements, manage budgets and track revenue and expenses.
• Strong written and verbal communication in English. Yoruba and/or pidgin is a strong plus.
• Proficiency with spreadsheets, scheduling software, and POS systems.
• First aid certification (or willingness to obtain it before the start date).
• Candidates must live around Berger/OPIC and the surrounding areas