General Manager (operations)

Overview

At IMBA, operations are about more than efficiency — they’re about creating seamless experiences that bring our stories to life every day. The General Manager (Operations) will play a pivotal role in transforming our vision into action, ensuring the venue runs with precision, warmth, and creativity.

Reporting to the Head of Operations, you will lead all on-ground functions including ticketing, visitor experience, technical and facilities management. You’ll balance strategy with hands‑on leadership — guiding teams, managing partners, and ensuring that every visitor interaction reflects IMBA’s standard of excellence.

Key Responsibilities

• Oversee daily venue operations, ensuring smooth coordination across ticketing, front‑of‑house (FOH), technical, and facilities teams.
• Develop and implement SOPs to uphold service excellence, operational readiness, and safety compliance.
• Supervise the Ticketing Manager, Technical & Facilities team, and FOH Supervisors.
• Manage vendor contracts, scheduling, and maintenance to ensure systems and venue assets are fully operational.
• Collaborate with Brand, Marketing, and Finance teams to ensure operational alignment with business objectives.
• Monitor and report on key performance indicators (attendance, uptime, guest satisfaction, cost control).
• Lead recruitment, rostering, and training of part‑time and full‑time operational staff.
• Champion a culture of continuous improvement and teamwork within the venue operations team.

Requirements

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