Operation Manager

About the Role
About the project
We're building a location-based immersive VR experience in Vietnam, where visitors wear a headset and walk through a physical space while seeing, hearing, and interacting with different virtual worlds. Designed as a new entertainment destination, the project aims to deliver memorable, story-driven experiences beyond traditional attractions. As an early-stage venture, it offers the opportunity to be part of the launch and growth journey from the beginning.
Role's Mission
The Operations Manager will lead and oversee the daily operations of all Virtual Reality (VR) locations, including stand-alone venues and pop-up stores. The role is responsible for ensuring smooth operations, strong customer experience, operational safety, efficient staffing, and consistent performance across all sites while supporting the launch and expansion of new locations.
Key Responsibilities
Multi-Location Operations Management
Oversee daily operations across all VR locations.
Ensure consistent operational standards, service quality, and safety procedures.
Monitor site performance and implement improvements to maximize efficiency and revenue.
Site Launch & Pop-Up Deployment
Coordinate the setup and launch of new stand-alone locations and temporary pop-up stores.
Work with mall management, partners, and internal teams to ensure smooth store opening and operation.
Develop operational checklists and processes for rapid deployment of pop-up locations.
Team Management & Staffing
Recruit, train, and supervise site staff and attendants.
Manage staff scheduling, shift planning, and manpower allocation across locations.
Ensure staff are properly trained in customer service, equipment handling, and safety procedures.
Customer Experience & Service Quality
Ensure all locations deliver an engaging, safe, and enjoyable VR gaming experience.
Handle customer feedback and resolve operational issues quickly.
Maintain high service standards to encourage repeat visits.
Equipment & Facility Management
Oversee maintenance and proper operation of VR equipment and gaming systems.
Coordinate with technical teams or vendors for troubleshooting and repairs.
Ensure equipment reliability and proper setup at all locations.
Safety & Risk Management
Ensure all VR activities comply with safety guidelines and operational procedures.
Train staff on safety protocols, emergency handling, and proper supervision of players.
Monitor player behavior and enforce safety rules to prevent accidents or injuries.
Conduct regular safety checks on equipment, play areas, and operational setups.
Ensure compliance with mall safety regulations and public venue requirements.
Performance Monitoring & Reporting
Track operational KPIs such as visitor traffic, revenue, equipment utilization, and customer satisfaction.
Prepare operational reports and provide insights to management.
Identify opportunities to improve operational efficiency and profitability.