Manager of Quality Control and Support

Position: Manager of Quality Control & Support, Great Big Game Show

Direct Supervisor: Sr. Director of Great Big Game Show Deployment

Overview:
Great Big Game Show is growing from 30 locations to nearly 50 next year! You're the last set of trusted eyes before the lights come up in each new location. You're the person who makes sure opening day is perfect. One week you're at HQ building systems and coaching your team; the next you're walking a brand-new game room in New York, Raleigh, DC, or Long Beach, making sure every set piece, buzzer, light, and control station is flawless before a single guest walks in. When a store hits a snag, you're the steady voice that solves their problem. You're a player-coach, hands on the hardware and building a department from the ground up as we grow.

Who We’re Looking For:

• A leader first. An Assistant Manager or GM at the store level is ideal. You can lead a team in a fast, informal structure and set the workplace tone: positive, safe, and hospitable to every teammate, GC, and partner.

• Handy. You can jump in and fix a few things. You don't have to be our best troubleshooter on day one, we'll teach the advanced stuff, but a real baseline across construction and AV matters.

• Travel-ready. The travel is genuinely fun: new cities, launch-day energy. Let's be honest: 1–2 trips a month, 3–6 days each, plus an on-call rotation. It can feel like a lot. Are you up for it?

• Organized, dependable, driven, and caring. A strong communicator, written, on the phone, and in person. Loves interactive media. Loves to win.

Pay & Benefits:

• Pay: $60-75k (based on experience)

• Eligible for Full Time Benefits and Bonus as outlined here.

Hours & Schedule:

• Location: HQ - Smyrna, TN (non-remote)

• Expected Weekly Hours: 45-50 hours

  • Travel is a core part of this role. Expect 1–2 trips per month (typically 3–6 days per trip) to support new store openings or major issues. Extended hours are expected during travel, and rest days will be given before or after travel.

• Travel Expectations: Regular

  • You'll travel to the site to provide quality control at new store launches.

  • Upcoming locations include New York, Raleigh, DC, Long Beach, etc

  • Occasionally there may be a store emergency or a routine visit to a store.

• On-Call:

  • Yes.

  • On-call rotates among the team, currently about every third week/weekend

Job Responsibilities:

Lead and Develop the Team (~30%)

• Hold regular 1:1s with each report, including on install travel.

• Own the team skills matrix: define what every QC/Support member must do independently (CCTV setup, fire-system testing, light focusing, lobby lighting, control station, POS testing), track who can do what, and assign learning on every job.

• Build self-sufficient team members who can run support calls and quality control on their own.

• Give timely, direct feedback; recognize great work; address issues early and document them.

• Run performance reviews and set development goals for each team member.

• Recruit, interview, hire, and onboard installers & PMs, with HR and the Sr. Director.

• Partner with HR and the Sr. Director on coaching, performance plans, and separations.

Quality Control

• Review built set pieces with the production team against our quality standards.

• Travel to new locations to inspect game rooms for performance and visual standards before opening.

• Provide on-site operational support through each store's launch, troubleshooting as issues arise.

• Review floor plans for upcoming locations and give feedback.

Support & Troubleshooting

• Partner with store teams to diagnose and resolve technical issues (lighting, sensors, PCs, AV).

• Use our ticketing system to report, track, and resolve product safety, functionality, and aesthetic issues.

• Take and schedule store calls and guide them to a successful resolution remotely.

• Collaborate across departments to improve the product from guest and team-member feedback.

• Be a reliable source of knowledge on GBGS's past and current product standards.

• Perform on-site repairs and emergency travel as needed.

Standards and Systems

• Create repeatable processes and tools that reduce recurring issues across locations.

• Build and maintain the systems that keep our studios running smoothly.

Job Requirements:

• Comfortable in Google Sheets, including formulas.

• A baseline grasp of production and fabrication: CNC, carpentry, scenic, paint, and controls.

• Strong organization and people skills; keeps an organized schedule.

• Can lift/carry up to 50 lbs; can stand, walk, climb ladders, and work in tight spaces for extended periods.