Direct Supervisor(s): Manager of Product Care
Compensation: $16-$18 starting range (based on experience) Plus HQ Benefits & Bonus

** $33,280 - $37,440 based on 40 hrs/week and no overtime. **Growth: Management Path

Location: HQ: Nashville-based, non-remote

Job Description:

As the Product Care Administrator, you will assist by providing key support for Product Care through the buildout and maintenance of data systems and the execution of department admin tasks. This position will be primarily responsible for tracking data that will help inform Game Design, Technology, and Support.

** Please include a 1 page cover letter explaining why you would be a good fit for this role, and an example of a data/analytics project you have worked on in the past.**

Hours & Schedule:

• Expected Weekly Hours: 40 - 45 with more on occasion.
• Non-exempt role
• Travel Expectations: Minimal (Less than 10%)
• Expected Schedule:
  • Office: Monday - Friday
• Oncall: Yes. This role is on call as support for the Product Care Team.

• Audit Tickets for closure methods and trends.
  • Develop and track an internal store-level ticketing system
• Identify systemic issues / trends and take initiative to solve them.
• Review / Utilize Game Report Data (ESGs, NPS, etc)
• Create and track a company-wide component inventory system
• Continuous system development and analysis as the need arises
• Track and report store maintenance spending trends.

• Book Travel for planned and emergency trips.
• Order and expense materials for ticket resolutions.
• Order and expense items within the department operating budget.
• Draft and release Store Communications.
  • Feedback Surveys, TAG Submissions, etc.
• Assist with performing Ticket Assignments.
• Track and manage Internal Component Replacement Backstock.
• Track and Report Department Spend

• TEGB Fulcrum Request Logging and Upkeep (track the list of component requests between Product Care and the TEG Adventure Factory)
  • Ship Components
• Tech Request Logging and Upkeep (track the list of component requests between Product Care and the Game Technology Department)
• Setup the Initial Preventative Maintenance Agreements for HVACs
• Source and Maintain a list of viable vendors for Stores/Support to rely on.
• Assist in the creation of documentation resources that assist with troubleshooting and challenge resolution for both the Product Care team and local stores.
• Assist with virtual and in-person training sessions for stores and the Store Support Team.
  • Create Documentation, Modules, and Guides.
  • Find and review external training materials to determine if it fits TEG needs.
• Work alongside Game Design, Game Technology, TEGB, and Store Support Teams to
• develop maintenance manuals, troubleshooting guides, and training materials.

• Experience training others
• Experience with Google Sheets / CSVs and using formulas
• A love for escape rooms and interactive media
• Strong organizational and interpersonal skills
• Contagiously positive, can-do attitude
• Loves to “win”
• Strong organizational and interpersonal skills
• Strong communication skills - written, on the phone, in-person
• Experience leading others in an informal structure
• Proficient at spreadsheets & document creation
• General business acumen
• Ability to lift/carry up to 50 pounds individually
• Able to stand, walk, climb ladders, and navigate tight spaces for extended periods of time
• Basic Understanding of production and fabrication processes including CNC, Carpentry, Scenic, Paint, and Controls Technology
• Understanding of architectural floor plans and general construction processes

• Annual Bonus Structure - up to 5% Possible
• 8 Paid Holidays 15 PTO Days (20 PTO after 5 years of service)
• Work Days: Monday-Friday, weekends possible based on project needs