The General Manager (GM) serves as the primary on-site leader responsible for the overall operations, financial performance, guest experience, and strategic growth of Roanoke Diamond Complex, a privately operated baseball and softball complex in Roanoke, Texas.
The GM will oversee all aspects of facility operations, tournament and event execution, staff leadership, financial performance, community engagement, and strategic growth initiatives. This individual will serve as the key liaison between the City of Roanoke, Prep Baseball, Capacity Sports Group, tournament operators, community organizations, and facility partners while ensuring the complex consistently operates at the highest standards of safety, professionalism, cleanliness, and customer service.
The ideal candidate is a proven operator who thrives in a fast-paced environment and can successfully balance municipal partnerships, community access, and revenue-generating event business.
Key Responsibilities
Facility Operations & Maintenance
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Provide leadership and oversight for all day-to-day operations of the complex, including field preparation, facility readiness, safety programs, and customer experience standards.
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Ensure the facility remains clean, functional, safe, and tournament-ready at all times.
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Partner with the Director of Grounds & Facility Operations to oversee preventative maintenance programs, capital projects, equipment management, vendor performance, and facility improvements.
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Manage service agreements and vendor relationships related to landscaping, janitorial services, equipment maintenance, utilities, and repairs.
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Ensure compliance with all municipal requirements, operating agreements, reporting obligations, and safety standards.
Develop and implement operational procedures and best practices to improve efficiency and consistency.
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Event & Tournament Management
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Coordinate, schedule, and oversee tournaments, leagues, practices, camps, community programming, and special events.
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Develop and maintain a year-round facility calendar in partnership with the private operator that maximizes utilization, community engagement, and revenue through tournaments, leagues, camps, clinics, rentals, sponsorship activations, and other programming opportunities.
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Serve as the primary liaison between event organizers, city staff, user groups, and facility partners.
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Ensure all event logistics — including field assignments, staffing, concessions, parking, traffic flow, signage, and communications — are executed professionally and efficiently.
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Monitor event performance and implement operational improvements that enhance customer experience and facility performance.
Guest Experience, Safety & Issue Resolution
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Establish and maintain standards for guest experience, communication, cleanliness, concessions, safety, and issue resolution before, during, and after all events.
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Foster a customer-first culture focused on professionalism, responsiveness, and service excellence across all departments.
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Lead customer recovery efforts and resolve escalated issues involving coaches, families, officials, vendors, and facility partners in a professional and solutions-oriented manner.
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Monitor customer feedback and operational performance metrics to identify opportunities for continuous improvement.
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Ensure all customer touchpoints — including concessions, parking, restrooms, common areas, and spectator spaces — consistently meet facility standards.
Weather, Risk Management & Emergency Response
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Lead weather monitoring, emergency preparedness, incident reporting, facility safety protocols, and event contingency planning in coordination with city personnel, tournament operators, and emergency response agencies.
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Serve as the primary decision-maker for weather delays, evacuations, shelter procedures, field closures, and event modifications in accordance with established policies and procedures.
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Develop and maintain emergency action plans for severe weather, medical incidents, security concerns, utility disruptions, and other operational emergencies.
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Ensure staff are trained on emergency procedures, communication protocols, and incident escalation processes.
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Conduct safety audits, maintain incident documentation, and partner with public safety agencies to mitigate risk and continuously improve operational readiness.
Financial Oversight & Business Performance
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Own and be accountable for annual operating performance, including revenue growth, expense management, customer satisfaction, facility utilization, and profitability targets.
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Develop operating budgets and forecasts and monitor budget-to-actual performance throughout the year.
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Manage labor budgets, maintenance expenditures, purchasing controls, and vendor contracts.
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Identify and develop new revenue opportunities through tournaments, rentals, sponsorships, concessions, camps, clinics, and community programming.
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Prepare operational and financial reports for ownership and municipal stakeholders and collaborate on long-term planning and capital projects.
Qualifications
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Bachelor's degree in Sports Management, Business Administration, Parks and Recreation, or a related field preferred.
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Minimum of 3-5 years of experience in athletic facility management, event operations, venue management, or a related field.
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Proven success leading teams, managing operations, and driving financial performance.
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Strong communication, organizational, and problem-solving skills.
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Working knowledge of baseball and softball operations, tournaments, and facility management practices.
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Ability to work nights, weekends, and holidays during peak operating periods.
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Valid driver's license and ability to operate facility equipment and vehicles as needed.
Preferred Qualifications
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Experience managing a publicly owned facility under a private operating agreement.
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Experience managing P&L responsibilities and operating budgets with significant labor and maintenance components.
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Experience working with municipalities, parks departments, boards, public agencies, or community stakeholders.
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Strong conflict resolution and customer recovery experience in high-volume event environments.
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Ability to lead effectively through changing priorities, weather disruptions, and weekend-heavy operations.
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Familiarity with scheduling software, POS systems, and event management platforms.
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Knowledge of the Texas amateur sports landscape is preferred.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
