Director, Operations - United States

:At CenterEdge, we understand what it takes to run a thriving entertainment business because we've been in your shoes. Born out of a family's vision to create a unique entertainment destination, we transformed the challenges of managing a multi-attraction venue into purpose-built ...

Job description

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At CenterEdge, we understand what it takes to run a thriving entertainment business because we've been in your shoes. Born out of a family's vision to create a unique entertainment destination, we transformed the challenges of managing a multi-attraction venue into purpose-built solutions that empower businesses worldwide. Since 2004, we've delivered innovative software and payment solutions designed hand-in-hand with operators to streamline operations, enhance guest experiences, and drive growth.

From family entertainment centers to zoos, museums, and amusement parks, CenterEdge provides reliable tools that help businesses succeed—because your story deserves the best support for its next chapter.

About the role:

The Director of Operations is a senior leadership role responsible for overseeing and optimizing the day-to-day operations of the Operations Division while strategically planning for its future growth. This role serves as a key member of the company's executive leadership team and acts as the operational backbone of the organization—driving efficiency, scalability, customer satisfaction, and talent development.

The Operations Division includes Customer Support, Implementation, Installation & Training. This leader is both a strategic leader and a hands-on player-coach, with deep expertise in building and improving high-performing support centers, managing customer escalations, and serving as the voice of the customer at the executive level.

Organizational Structure & Supervisory Responsibilities

Direct management of Department Leaders for:

• Software Support
• Implementation, Installation & Training

This role also has the overall supervisory responsibility for all Operations Division employees

Core Responsibilities

• Strategic Leadership & Operational Excellence
• Evaluate and continuously refine the organizational structure to ensure efficiency, scalability, and alignment with company goals
• Analyze all positions to identify staffing needs, gaps, redundancies, and opportunities for improvement
• Establish and maintain an organizational chart that ensures:
  • Installations are completed accurately, on time, and exceed customer expectations
  • All employees and customers receive effective training on software and operational processes
• Act as a key strategist within the highest level of company leadership
• Identify and proactively resolve future risks related to:
  • Staffing levels
  • System deployments
  • Hardware and operating systems
  • Talent Development, Coaching & Culture
• Serve as a proven mentor and grower of talent, coaching managers and high-potential employees
• Lead employee retention efforts
• Conduct monthly one-on-one meetings with staff and assist managers with employee development
• Customer Experience & Voice of the Customer
• Serve as the executive escalation point for high-impact customer issues
• Establish and monitor measurable KPIs across support, installation, and training teams
• Own customer satisfaction metrics across all operational touchpoints
• Maintain direct communication with major accounts, proactively managing relationships and expectations
• Communicate software updates, organizational changes, and company vision to key customers
• Lead proactive outreach to customers experiencing dissatisfaction or service disruptions
• Support Center Leadership
• Possess expert-level knowledge of support center operations and continuously improve performance, efficiency, and customer experience
• Ensure proper staffing based on call volume and demand trends
• Monitor and spot-check support interactions to ensure quality and consistency
• Ensure timely follow-up on customer dissatisfactions
• Cross-Functional & Executive Collaboration
• Partner with Product Owners and stakeholders to identify software weaknesses and operational impacts
• Communicate operational issues and escalations to the Development team
• Participate in weekly stakeholder meetings
• Lead weekly meetings with key staff and monthly meetings with the full Operations team

Requirements:

Qualifications

• Experience
• A bachelor degree in a relevant discipline
• A minimum of 6 years of management experience
• Proven experience managing multiple departments simultaneously
• Executive-level presence with the ability to influence across leadership teams
• Experience in the family entertainment industry preferred
• Technical & Operational Expertise
• Strong understanding of:
• Support center operations and optimization
• Merchant services and payment processing support (preferred)
• SQL and relational databases (preferred)
• Networking, hardware, and system infrastructure (preferred)
• Budgeting and financial management experience
• Intermediate proficiency in Microsoft Office

Skills & Competencies

• Action-oriented, hands-on leader and player-coach
• Strategic thinker with a strong ability to identify inefficiencies and execute improvements
• Exceptional written and verbal communication skills
• Strong multitasking and prioritization abilities
• Customer-focused mindset with the ability to manage high-level escalations
• Willingness and ability to travel to office location (NC) and client sites

Physical & Travel Requirements

• Ability to travel as needed (at least 25%)
• Ability to lift up to 25 pounds
• Ability to move comfortably throughout an office environment
• Ability to operate a computer and standard office equipment

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.