Description:
This is TOCA Social's most senior operational role in the United States. The Director of Operations is part strategist, part hands-on operator capable of setting the direction for US operations whilst being present, visible and engaged at venue level. A critical part of the role is the coaching and development of the Deputy General Manager in Dallas, creating a succession plan that builds depth as TOCA Social grows its US footprint into Los Angeles and beyond. This role is designed to evolve: over 12-18 months, as the US estate scales, it transitions into a US Regional Operations role with broader scope.

Location: TOCA Social Dallas

Reports to: Global Head of Operations

Qualifications & Experience

Operational Leadership - Dallas
• Own the end-to-end operational performance of TOCA Social Dallas with full 4-wall accountability
• Set and maintain the highest standards of guest experience, service and operational execution
• Lead by example, a visible, hands-on presence in the venue that sets the cultural tone
• Drive performance across all key metrics: revenue, P&L, SPG, NPS, labour and cost management
• Lead the US Sales Director and Marketing team
• Oversee F&B execution, quality standards and operational consistency

Coaching, Mentoring & Succession
• Take personal ownership of the development of the Deputy General Manager, this is a critical deliverable of the role
• Build a structured development plan for the DGM, with clear milestones towards General Manager readiness
• Foster a coaching culture throughout the Dallas team developing leaders at every level
• Identify and develop internal talent to create a strong succession pipeline for US expansion
• Work with the People team on performance frameworks, engagement and retention strategies

Guest Experience & Standards
• Set and maintain the highest standards of guest experience, service and operational execution across all venues
• Own NPS performance: set targets, track trends and drive continuous improvement
• Drive consistency in service standards, F&B delivery and guest journey across all four sites
• Partner with the Technology Manager on the use of in-venue technology to enhance the guest experience
• Work with the Head of Business Systems on booking, EPOS and systems integration to optimise conversion and spend

Culture & Team Engagement
• Build a distinctly US-led culture that is true to TOCA Social Team Philosophy whilst reflecting local identity
• Lead the local support function of sales & marketing, taking an entrepreneurial and focused approach to driving visitation and corporate sales
• Build a high-performing, engaged UK & Europe leadership team with clear succession at every level
• Lead team development with a coaching-first approach, investing in the growth of every Operational Leader
• Partner with the People team on recruitment, onboarding, performance management and team wellbeing
• Foster a culture of accountability, positive energy and ambition that reflects TOCA Social's Team Philosophy
• Oversee the review and assessment of all venue-level GMs and leadership teams, ensuring the teammates are set for success
• Drive teammate engagement and retention across the assigned areas and proactively act on feedback
• Ensure successful implementation and operational execution of People & Culture frameworks are being consistently applied across venues

Compliance & Safety
• Ensure full compliance with all US regulatory, licensing, food safety and H&S requirements
• Maintain robust processes and accountability frameworks across the Dallas operation
• Work with relevant authorities, landlords and local stakeholders as required

Benefits:

You'll have full access to our TOCA Treats, which includes (but is not limited to!):
• Competitive salary
• Quarterly bonus programme
• Complimentary TOCA games!
• Huge discounts on our F&B
• Free meal whilst on shift
• Local retail & hospitality discounts!
• Teammate Assistance Programme with access to free counselling sessions
• Great progression opportunities as we expand!

Requirements:
• Own the end-to-end operational performance of TOCA Social Dallas with full 4-wall accountability
• Set and maintain the highest standards of guest experience, service and operational execution
• Lead by example, a visible, hands-on presence in the venue that sets the cultural tone
• Drive performance across all key metrics: revenue, P&L, SPG, NPS, labour and cost management
• Lead the US Sales Director and Marketing team
• Oversee F&B execution, quality standards and operational consistency