The Senior Park Operations Manager plays a pivotal role in ensuring the smooth, safe, and efficient operation of all park functions. Reporting to the Director of Operations and Experience, this role involves overseeing the day-to-day management of operational teams, driving service excellence, and maintaining high safety and brand standards.

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 analyzing 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:

• Proven leadership experience with the ability to guide operational teams, make sound decisions in high-pressure environments, and foster a culture of excellence.
• Strong commitment to delivering exceptional guest experiences through proactive service, guest engagement, and effective issue resolution.
• Comprehensive knowledge of operational management, including safety compliance, ride and attraction operations, and resource allocation.
• Excellent interpersonal, communication, and collaboration skills, with experience engaging team members, stakeholders, and guests at all levels.
• Demonstrated problem-solving abilities with a track record of addressing operational challenges efficiently and adapting to changing business needs.
• Continuous improvement mindset focused on enhancing operational performance, developing team capabilities, and driving organizational success.

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!