Zone Leader

Job Title: Zone Leader

Direct Leader: VP Retail Operations

GBGS Level: Manager - Sr Director depending on experience

Comp Level: $65,000 - $100,000+ depending on experience The Zone Leader is responsible for the performance, development, and culture of 10 to 12 Great Big Game Show locations. This role supports and mentors General Managers, drives operational excellence, and builds strong teams. Zone Leaders work directly with GMs to improve consistency, elevate leadership capabilities, and ensure every store delivers world-class hospitality and an epic experience. Zone Leaders play a key role in staffing, scheduling, launches, and leadership development across their region. They contribute to training programs and pipeline development. This role owns the performance of their stores fully.

Responsibilities

Store Leadership and GM Development

• Go deep with each GM through consistent mentoring, teaching, and coaching
• Support GM growth through regular one-on-ones, store visits, feedback cycles, and performance evaluations
• Maintain high standards of store quality, consistency, and operational execution
• Monitor and strengthen TL quality and performance across all regional stores.
• Monitor and strengthen GES team performance to ensure consistent, world-class service.
• Maintain a strong pipeline of management-ready candidates throughout the region, especially AMIT and GM-ready leaders.
• Actively coach and develop all managers, with consistent formal and informal coaching for GMs that reinforces desired behaviors and addresses performance gaps.
• Ensure GMs are practicing documented coaching methods and are following PIP processes when needed

Operational Excellence

• Oversee weekly schedules and partner with teams to build hours and staffing plans that match demand including day of cuts and adjustments.
• Manage store budgets, including labor and other store level expenses.
• Ensure stores maintain adequate staffing levels and bench strength for each position
• Track and act on KPIs, including the GM Score, and hold stores accountable to performance expectations

Leadership Pipeline and Education

• Identify and grow future leaders, including AMITs, pipeline team members, and high-potential frontline staff
• Choose next-up leaders to join Ascend, launches, and Nashville training
• Support the Pipeline Program by providing feedback, coaching, and opportunities for deeper learning

Launch Support

• Lead launch efforts within the region
• Participate in on-site launch support as needed
• Ensure launch teams are prepared, trained, and aligned with GBGS standards
• Support the integration of new leaders into stores

Success Looks Like

• GMs show clear and consistent growth in coaching, leadership, and operational excellence
• Stores are consistently staffed with the right number of team members and with high-quality hires.
• Store schedules and labor hours are managed effectively
• AMITs and pipeline team members move through development with measurable progress
• Launches in the region open smoothly, on time, and with prepared teams
• GM Scores in the region trend upward
• Stores deliver consistent experiences and maintain high levels of guest satisfaction

Key Performance Indicator

• GM Score
• Launch Quality Score

Expectations:

• TEG/GBGS as your only employer while in this role
• Moderate to Frequent travel: 30-50 days, but more or less could be required based on store needs
• 45-55 hours/week with more or less required occasion
• On call all days/hours our stores are open. This position should expect to receive frequent communication on nights and weekends due to the nature of the role.
• Use of tools created by the systems team for calendar, schedule, meeting structure, etc.
• Complete ownership of operations within your Zone
• Complete alignment with TEG/GBGS’s Culture, Standards, and Systems
• Commitment to furthering your own personal and professional development and Growth
• Commitment to world class Excellence in your Zone
• Complete Integrity and complete transparency
• Expert problem solving using our Creativity value
• Must lead with Passion every single day
• Extreme adaptability and willingness to be coached, using Teamwork to take responsibility for things you don’t fully control

Who We Are at TEG/GBGS:

Our Mission Statement (Our purpose everyday) To Design and Deliver Epic interactive experiences for Every Single Guest.

Our Vision Statement (Our big goal) To Define and Dominate the escape game industry and Disrupt the world of entertainment.

Our Values (The core beliefs that we live by) Excellence- We are relentless in our pursuit to be the best. Passion- We love our guests, our brand, and our games. Growth- We believe in expanding our business and developing our team members. Integrity- We endeavor to honor God through hard work, honesty, fairness, and generosity. Teamwork- We can best accomplish our goals by selflessly working together. Creativity- We are always expanding the boundaries of what is possible.

The 7 Culture Cultivating Responsibilities of every TEG/GBGS leader:

• Define success for teams and team members
• Outline clear expectations, roles, and responsibilities
• Hold the TEG/GBGS Standard using CGP (continuous, gracious, pressure)
• Align team members - TEG/GBGS’s Culture (mission, vision, values) and initiatives
• Champion effective communication- Listen, communicate clearly, follow through
• Celebrate wins and honor milestones
• Identify, develop and empower future leaders