Head - Operations

Gamescape is a premium gaming studio redefining out-of-home entertainment through technology, design, and hospitality. With multiple branches in Navi Mumbai, the brand delivers a curated PlayStation experience to hundreds of gamers every week. We are hiring a hands-on Operations Manager to oversee and drive all ground-level functions across our studios. This individual will act as an operational extension of the founder, ensuring seamless coordination, process adherence, and business continuity across both locations. The ideal candidate will combine leadership discipline, accountability, and people management skills with the ability to manage crises, motivate teams, and deliver a consistent premium customer experience. Key Responsibilities Daily Responsibilities Supervise complete branch operations at both studios, ensuring smooth coordination between shifts and staff. Maintain operational readiness across all areas including bookings, console setups, inventory, and cleanliness. Handle live issues on-ground including customer escalations, staff shortages, and technical concerns. Conduct daily opening and closing procedures, including financial tallies and cash handovers. Monitor the guest experience end-to-end to ensure Gamescape’s service standards are met consistently. Weekly Responsibilities Plan and manage staff schedules and weekly offs to ensure adequate coverage across all shifts. Review stock movement and consumption for beverages, accessories, and consumables. Conduct team briefings to align staff on weekly goals, offers, and SOP updates. Prepare concise weekly performance reports for the founder covering footfall, revenue, and team observations. Monthly Responsibilities Conduct full inventory audits and report discrepancies or wastage. Evaluate staff performance, recommend training or disciplinary actions where necessary. Identify gaps in operations and propose improvements to enhance efficiency or reduce costs. Support execution of events, tournaments, and new campaign rollouts. Skills and Attributes Required Strong leadership presence with the ability to manage and influence young, energetic teams. Exceptional communication and conflict resolution skills. High ownership mindset with readiness to make independent operational decisions. Sharp problem-solving ability and situational awareness under pressure. Process-driven approach combined with flexibility to handle real-time challenges. Customer-first thinking with attention to detail in ambiance, hygiene, and service delivery. Experience Required Minimum 3–5 years of experience in retail, hospitality, QSR, or entertainment operations. Proven track record of leading multi-person teams and handling end-to-end store or outlet operations. Prior experience in managing dual locations or high-footfall venues will be preferred. Exposure to youth-focused or lifestyle brands will be an advantage.