Operations Manager – Entertainment Division

About the role

MAKEiO operates 8 entertainment venues across Bangkok and Phuket under Playerbox, E-Gokart Track and Padel Tennis, alongside retail as the sole Segway-Ninebot distributor in Thailand. We have international operations spanning 7 countries.

We are looking for an Operations Manager who builds systems so problems don't recur, not someone who heroically fights the same fires every week.

Why this role exists. Our entertainment business grew from 1 to 8 venues fast. Much of the workforce is still part-time, SOPs are incomplete, and several Branch Managers need development. We need someone to build the operational backbone, not just keep things running day to day.

What you'll do

Build systems (60%)

• Audit and rewrite SOPs from scratch.
• Design the operating cadence (daily, weekly and monthly rhythms).
• Run root-cause analysis when problems recur.
• Build training curricula for every staff level.

Build the team (30%)

• Develop the Area Manager and Branch Managers to handle decisions independently.
• Set clear KPIs at each layer.
• Drive the part-time to full-time conversion plan.
• Coach the next generation of venue leaders.

Monitor results (10%)

• Track venue KPIs (revenue, equipment uptime, satisfaction, attendance).
• Deliver monthly operations reports to the Assistant General Manager.

What we're looking for

• 3–5 years of experience in operations, project management or process improvement, ideally across multiple sites.
• An engineering or technical background is strongly preferred: industrial engineering, management engineering, or a related analytical discipline. We value structured problem-solving over years of floor tenure.
• You have built SOPs or process documentation from scratch, not just followed existing ones.
• You're comfortable in Google Workspace, POS systems and data tools. You think in spreadsheets and documents, not just walkie-talkies and floor presence.
• Strong analytical skills: you see patterns in data and design solutions at the root-cause level.
• Excellent Thai communication, written and verbal.
• High emotional intelligence: empathetic with the team, firm on standards.

Nice to have

• English

Not for you if

• You need to be at a venue every day to keep it open. That is the Area Manager's and Branch Managers' job.
• You're great at solving problems on the spot but have never written an SOP.
• You have 10 years of floor experience but are uncomfortable working in spreadsheets, writing documents or using back-office systems.