As the Senior Park Operations Manager, you will play a pivotal role in driving the smooth, safe, and efficient operation of your assigned zone, including Admissions, Guest Services, Retail, and Attractions. Reporting to the Director of Operations and Experience, you will champion day-to-day team leadership, commercial growth, and uncompromising safety and brand standards. We are looking for a collaborative leader dedicated to mentoring high-performing teams, managing incidents swiftly, and ensuring every guest enjoys an exceptional, world-class experience throughout the operational season. 

Key Responsibilities:

• Provide overall leadership and support for daily park operations, ensuring a safe, efficient, and enjoyable experience for all guests and staff.

• Act as a central point of decision-making during daily operations, including managing incidents, coordinating with teams, and resolving escalated guest complaints.

• Oversee the operational readiness of the park, ensuring all areas meet brand standards and are consistently well-maintained.

• Ensure a strong focus on ride availability and performance by collaborating with relevant teams to maximize uptime and operational efficiency.

• Act as Resort or Zone Duty Manager as required.

• Lead, coach, and motivate operational teams to deliver exceptional guest service and operational standards.

• Conduct regular training, briefings, and performance reviews to ensure alignment with park objectives and guest experience expectations.

• Promote engagement initiatives and drive participation in team activities, ensuring alignment with the Merlin values and site objectives.

• Identify and implement opportunities to enhance team development, ensuring direct reports are equipped to fulfil their roles and responsibilities and lead their own teams to the best of their abilities.

• Monitor the guest experience throughout the park by analysing guest journeys and addressing feedback proactively.

• Lead by example in handling guest escalations, utilizing the guest recovery matrix, and ensuring timely and satisfactory resolution of issues.

• Support the Guest Experience to champion accessibility and coordinate efforts to highlight opportunities for improvement and drive change where required.

• Collaborate with the Planning and Business Support team to meet business KPIs, mystery visit targets, and group-wide guest experience strategies through objectively reviewing and improving operational processes and team training.

• Build and maintain strong relationships with all Resort departments to support a seamless operation and ensuring all guest, team and business needs are met.

• Collaborate with other Resort teams to support the park's readiness for peak seasons, events, and new openings, ensuring teams are well-briefed and prepared.

• As a key member of the Resort incident response team ensure continuity of critical operations and clear communications between all parties involved.

• Conduct daily briefings and updates and support delivery of regular operational reviews to communicate operational priorities, successes, and challenges.

• Actively contribute ideas for operational improvements and share best practices across zones.

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.

• Understand risk assessments and ensure reporting of any new risks as appropriate.

• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.

• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.

Qualifications and Experience:

• Demonstrated ability to lead, coach, and motivate large operational teams while fostering an engaging, high-performance work environment.

• In-depth knowledge of large-scale park operations, including safety protocols, incident management, ride availability/performance, and resource coordination.

• Dedicated to delivering exceptional guest experiences, proactively analyzing guest journeys, and handling complex escalations using guest recovery matrices.

• Exceptional interpersonal skills with a track record of building relationships across multiple departments to ensure seamless operations and seasonal readiness.

• Proven ability to act as a central point of decision-making under pressure, managing incidents and serving as a key member of a resort response team.

• Thorough understanding of risk assessments and a commitment to overseeing strict compliance with group health, safety, and security policies.

• Skilled at identifying operational efficiencies, sharing best practices across zones, and implementing development opportunities for direct reports.

• Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
  Paid Time Off (PTO).
• Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions.
• Recognition Programs and Rewards.
• 401(k) Program: Save for the future with company matching contributions.
• Tuition Reimbursement Programs: Get support for further education and career growth.
• Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!