Operations Manager - Heritage

Role & responsibilities

Role Purpose

The Operations Manager is the permanent operational backbone of the Heritage Experience once Jaigarh Fort goes live. the Operations Manager stays carrying the day-to-day promise made to every visitor, sponsor, and the Trust itself: that the site runs smoothly, the tablets work, the queues move, and the money reconciles. This is a hands-on, on-site leadership role expect to be walking the site, checking tablet counters, and being the first call when something goes wrong.

Key Responsibilities

Visitor & Ticketing Operations

• Manage daily ticketing operations, queue formation, and visitor flow, especially during peak footfall (weekends, holidays, school-trip season)
• Forecast daily and weekly footfall from historical and seasonal patterns to plan staffing and tablet allocation in advance
• Own visitor complaint and refund handling on-site, escalating only exceptional cases to the Integrator
• Maintain a documented queue-management SOP and a contingency plan for high-footfall days

Tablet Fleet Management

• Own the full device lifecycle issue, return, charging, cleaning/sanitisation, and routine maintenance
• Maintain a live inventory of the tablet fleet, including spares, and manage the loss/damage protocol and cost recovery
• Coordinate software updates and content refreshes with Pixel's technical team
• Track and report tablet-fleet uptime as a core operating metric

Trust & Local Agency Liaison

• Act as the day-to-day operational point of contact for Jaigarh Fort Trust, keeping them informed of visitor numbers, incidents, and operational changes
• Maintain working relationships with local police, the tourism department, and municipal bodies for permits, security, and compliance matters
• Represent N'Gage/Pixel in routine site inspections or audits by the Trust or government bodies
• Flag any relationship risk with the Trust or local agencies to the Integrator early

Team Supervision

• Roster, train, and supervise the 4 Operations Associates across shifts, including weekends and public holidays
• Design and deliver onboarding and training for new associates tablet handling, guest-service standards, and safety protocol
• Conduct regular performance check-ins and handle escalations, disputes, or disciplinary matters within the team
• Build a culture of accountability and pride in representing a heritage site, not just running a shift

Revenue & Reporting

• Reconcile daily tablet-rental revenue and ticketing data against cash/digital collections
• Submit a weekly operations report to the Integrator covering footfall, revenue, tablet uptime, incidents, and team matters
• Maintain an auditable record of all revenue and inventory transactions
• Flag revenue anomalies or shortfalls immediately, not at month-end

Technical Coordination

• Act as the first point of contact for tablet hardware/software issues on-site
• Perform first-line troubleshooting (restarts, resets, device swaps) before escalating to Pixel's technical team
• Maintain an incident log of recurring technical issues to inform product improvements
• Coordinate on-site technical support visits when required

Safety, Security & Compliance

• Ensure crowd-safety and emergency-evacuation protocols are understood and rehearsed by the team
• Comply with heritage-site conservation rules (restricted zones, photography limits, load restrictions, and similar)
• Coordinate with local security/police for VIP visits, high-footfall days, or incidents

Success Measures (KPIs)

• Tablet fleet uptime of 95% or higher
• Average ticket-queue wait time held within an agreed threshold at peak hours
• Visitor satisfaction / complaint rate within target
• Zero unresolved safety incidents
• 100% accuracy on weekly revenue reconciliation
• Weekly operations report submitted on time, every time

Preferred candidate profile

Requirements

• 6–15 years in hospitality operations — ideally Duty Manager, Assistant Manager, or Front Office Manager at a premium 5-star hotel or resort
• Proven, verifiable experience directly supervising a frontline team of 4 or more — not just cross-functional coordination
• Based in or willing to relocate to Jaipur full-time
• Comfortable with day-to-day technology, tablets, and basic troubleshooting; not intimidated by a tech-enabled guest experience
• Prior exposure to trust, government, or tourism-department liaison is a strong plus
• Fluent in Hindi and English; a regional Rajasthani dialect is an advantage
• Professional, presentable, and calm under the pressure of a live tourist site with variable footfall

Working Conditions

• On-site role, physically active — expect to be walking the site and standing for extended periods
• Shift-based, including weekends and public holidays, given this is a tourist destination
• Extended hours expected during the October launch window and any major festival or peak tourist season
• Standard probation period applies, with a compensation and role review at the end of probation

Growth Path

Strong performers in this seat are the natural internal candidates for the Integrator / Head of Operations role as N'Gage expands to additional heritage sites, or to lead operations at the next site brought under MOU.