Vice-President, Operations

3 weeks ago

Canada People First HR Services Full time

Activate merges cutting-edge technology with physical activity to pioneer the future of entertainment through live-action gaming experiences. As a technology-driven company, Activate not only manufactures its game components but also designs and operates interactive gaming facilities across Canada and the US. With a vision to inspire a sense of achievement, Activate’s commitment to innovation, teamwork, and captivation ensures an entertainment experience that keeps players returning for more.

The Vice-President, Operations will be instrumental in the operational growth of Activate throughout North America with a strong focus on global presence and expansion. Responsible for integration and service optimization in a multi-unit business operation, the Vice President, Operations is a strong people and operational leader, collaborating with other executive leaders to achieve growth and customer excellence. The Vice President, Operations has a significant global focus on brand excellence and customer experiences. Activate is headquartered in Winnipeg, Manitoba and operates as a global organization.

Key Responsibilities:

Executive Operational Leadership

  • Plan, direct, and implement operational excellence in store operations, facilities/maintenance, and customer care, ensuring development and implementation aligns with Activate’s short-term and long-term operational objectives for global expansion.
  • Achieve financial and business objectives through analysis and maintaining a keen sense of awareness of staffing models, growth projections, expenditures, variances and initiating corrective actions.
  • Establish and lead global operations in standards of excellence, overseeing metrics, progress on new builds and collaborating with the Executive Leadership of other departments to ensure successful store openings.
  • Oversee the implementation and management of standard operating and training procedures for new and existing store operations, including hardware maintenance, inventory management, financial integrity and customer experiences.

People Leadership

  • Lead diverse teams in various markets and environments in store operations, customer care, and maintenance, fostering a culture of innovation, teamwork, and achievement.
  • Manage operational performance and staff to build trust, resolve conflict, and drive results; tracking training and evaluations of employees.

Brand and Customer Experience

  • Develop the standard of excellence in representing the brand, and oversee the management of brand experience training and procedures with a keen focus on customer experience to meet the evolving demands of the business.
  • Ensure the delivery of outstanding customer service, maintaining high customer satisfaction, and managing teams to reflect our brand values, establishing Key Performance Indicators (KPIs) that measure brand and customer experience and satisfaction, and analyze customer experience and trends.

Qualifications/Skills:

  • Proven track record as an executive leader with an understanding of operational and management practices.
  • Strong business acumen with a broad understanding of fundamental business principles.
  • Ability to set overall strategy and drive process improvement.
  • Demonstrated project and budget management skills.
  • Analytical problem-solving skills with an impeccable attention to detail.
  • Excellent oral and written communication skills.
  • Strong interpersonal skills with ability to collaborate and build a consensus in a high-pressure environment.
  • Bachelor's Degree in business operations, or related field required; MBA, MAC or equivalent graduate degree preferred.
  • 7+ years of progressive leadership experience, with at least 4 years in a leadership role.
  • Experience in building operational success in complex customer facing industry (hospitality, retail) with multi-unit business needs.
  • Entrepreneurial high growth thought leadership.
  • P&L responsibility.

About Activate:

Activate propels entertainment into the future by merging technology with physical activity, crafting immersive live-action gaming experiences. As a leading technology enterprise, Activate specializes in the manufacturing of game components and the construction of interactive gaming facilities, with operations extending across Canada and the United States. The vision at Activate is to deliver an entertainment experience that not only entertains but also inspires a profound sense of achievement.

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