Host Operations Manager

About the job

The Host Operations Manager will keep our trivia nights running smoothly by developing, scheduling, and supporting our host team. You’ll be the go-to person for host training, communications, and performance coaching. You’ll stay connected with hosts day-to-day, help troubleshoot issues as they come up, and work proactively to anticipate schedule needs. You’ll also help strengthen our culture by organizing regular host get-togethers for fun socializing, and team-building.

Trivia Mafia employs over 200 people, but the majority work one host shift per week. They live in many different states!

What You’ll Do

• Support and manage regular host schedules, including sub coverage, training shifts, and internal movements.
• Coordinate the training of new hosts, ensuring consistent host quality across all of our trivia properties (Trivia Mafia Classic, Initials Game Live, and Private Events). Help us continue to develop our remote training programs.
• Work with payroll to set up new employees on the right foot, manage raise schedules, and answer host pay questions.
• Coach host performance through feedback, follow-ups, and ongoing support.
• Communicate with hosts through our internal Host Slack, emails, calls, virtual meetings, and possibly a newsletter (updates, troubleshooting, reminders, support).
• Receive venue/client feedback and complaints related to host experience, helping resolve issues quickly and professionally.
• Organize regular host get-togethers for socializing and team-building.
• Work closely with the sales, recruiting, and leadership teams to maintain the high standards we expect from our hosts and to ensure our customers love working with us.

You’ll Be Great At This If…

• You’re organized, responsive, calm under pressure, and handy with information systems.
• You have good communication skills, are facile in jumping between platforms (i.e. email to Slack to text to Airtable), and can keep track of a given situation/conversation across platforms.
• You’re comfortable coaching and giving feedback in a way that actually helps people improve – striking a balance between being supportive and holding high standards.
• You enjoy creating opportunities for people to connect with each other.

Qualifications

Strongly preferred:

• Experience scheduling staff in a recurring weekly environment (events, restaurants, hospitality, retail, education, etc.)
• Experience onboarding, training, and/or coaching teammates
• Strong written communication skills
• Reliable follow-through and attention to detail

Nice to have:

• Familiarity with Trivia Mafia’s events and culture
• Experience working in or a degree in Human Resources

Hours and Compensation

This is a 20-25 hour per week position, with room to grow into a full-time position. Pay starts at $25/hour. This is a remote position. PTO offered from start date, accrues 1 hour per 28 hours worked; can be used at any time for any reason.