We are LEGOLAND California Resort!

The place where FUN is build and memories are made.  Across our Resort, we have two fantastic LEGO Themed Hotels, a Water Park, a SEA LIFE Aquarium, more than 60 rides and attraction, 20 food and beverage locations and 14+ retail outlets- the opportunities to build your career path is endless! At LEGOLAND® California Resort, our mission is to create truly memorable experiences, and we place the upmost importance on the safety and well being of our guests and employees. To enhance guest and employee experience, we are on the lookout for our next Medical Operations Manager!

Role Summary:

The Medical Operations Manager has a key role overseeing the Resort’s medical operations, emergency preparedness, and response strategies. This position is entrusted with creating and maintaining a safe environment for guests and employees, leading the local Health Services team, while ensuring compliance with all relevant legislation and internal policies. The role involves leading approximately 15+ members of the medical team responsible for the supervision of the health services operations for the resort, incident management, evacuations, and crisis response. This position requires focused leadership, the ability to manage high-pressure situations, and a commitment to fostering a culture of safety and readiness. The Medical Operations Manager will work collaboratively with site partners to ensure alignment in achieving the highest medical care standards.

This role is integral to ensure that the Resort is perceived as a safe environment for all.

Emergency Operations

• Assist the Security and Incident Manager with the design, implementation, and regular review of emergency protocols, focusing on evacuations, guest incidents, and crisis management.
• Assist and act as the scheduled Crisis Coordinator during emergencies, directing resources and making critical decisions under pressure.
• Supports the Security and Incident Manager by working closely with Facilities and Resort Operations, as well as other departments, to guarantee smooth coordination during emergency situations.

Incident Management

• Oversee incident reporting systems to ensure accurate and timely documentation of medical issues.
• Assist the Merlin Entertainments Group Health & Safety team with investigations into accidents or incidents, identifying root causes and implementing preventive measures.
• Oversee team debriefs following major incidents to improve future response effectiveness.
• Provide regular updates to the Security and Incident Manager on medical performance and emerging risks.
• Act as Incident and Resort Duty Manager on a rotating basis, serving as the on-site operational lead across all departments during live incidents or after-hours operations.

Team Leadership and Development

• Build, lead, and inspire a team of certified medical staff and emergency first responders.
• Help create and implement training programs to ensure team members are equipped to handle emergencies and incidents effectively.
• Supports the development of the succession plan to identify and nurture future leaders within the department.

Guest Safety and Experience

• Ensure that all guests feel safe and secure while visiting the Resort.
• Lead initiatives to improve guest communication during emergencies, including clear signage, announcements, and staff engagement.
• Train team members to manage guest interactions during crises with empathy and professionalism.

Strategic Planning

• Collaborate with Merlin Entertainments Group Health & Safety team to align safety initiatives with broader organizational goals.
• Monitor industry trends and innovations, recommending that best practice trends are incorporated into the Resort’s medical strategy.
• Liaise with Medical Director and own partnership

Health & Safety

• 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.

Skills and Competencies

• Must be a graduate of a State accredited or recognized EMT/paramedic program and possess a current California and/or national certification in good standing.
• Requires Basic Life Support for Healthcare Providers (BLS).
• Requires a minimum of 3 years of BLS experience in a field or clinical environment. 5+ years’ experience is highly desirable.
• Previous supervisory experience is preferred.
• Experience with Workers Comp process is preferred
• Experience working as a paramedic or EMT on an ALS unit or regular work on a CCT unit is preferred.
• Theme Park medical experience is highly desirable.
• Work in a medical environment with children is highly desirable.
• Bachelor’s degree is preferred.

 Ability to:

• Operate a computer using word processing and other Microsoft Office applications (Outlook, Teams, PowerPoint, etc.).
• Interpret medical documents with the ability to understand medical terminology.
• Work independently and exercise sound judgment within established guidelines.
• Prepare clear, concise and accurate reports and correspondence.
• Organize and maintain office and specialized claims files.
• Communicate clearly and effectively, orally and in writing.
• Drive a vehicle
• Handle sensitive situations with compassion, tact and confidentiality; maintain confidential information.
• Be fully available on weekends and holidays as needed

VALUES

A Merlin job is like no other. Our values—Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care—guide the behaviours that set us apart. By living these values, we bring joy, create connections, and make lasting memories for our guests, while fostering a positive and supportive environment where everyone can thrive. 

Own Your Craft: 

• Continuously sharpen your expertise, seek personal growth, and help others to develop in their roles.
• Actively listen to feedback and integrate it into improving performance.
• Stay curious and draw inspiration from both industry and the broader world to keep at the cutting edge of entertainment.

Go Together: 

• Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and cultures.
• Work together to solve problems, leveraging diverse perspectives to find the best solutions.
• Commit to decisions once made, and act swiftly to drive progress and deliver results.

Enjoy the Ride: 

• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
• Support and encourage others during challenges, viewing setbacks as opportunities to learn and grow.
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.

Drive & Discover: 

• Take ownership of your work, delivering excellence by seeing tasks through to completion. 
• Prioritize tasks that have the greatest impact, focusing on quality over quantity. 
• Proactively explore new opportunities to improve guest experiences, taking calculated risks to drive innovation. 

We Care: 

• Go above and beyond for both guests and colleagues, showing thoughtfulness in every interaction. 
• Uphold uncompromising standards of safety, security, and welfare, prioritizing the well-being of everyone. 
• Actively contributes to making a positive impact on the environment and local communities, demonstrating social responsibility in all decisions.

🚀 Your Benefits Odyssey Begins Here:

🏝️ Generous Vacation and other Time off perks:

• Time off is your passport to recharge. Enjoy a generous PTO policy to explore, relax, and rejuvenate.

👩‍⚕️ Affordable Health Plans:

• Dive into the comfort of affordable medical, vision, and dental plans that prioritize your well-being.

🌍 Global Access Pass:

• Picture this – free entry to all Merlin attractions worldwide! Your golden ticket extends to family and friends, unlocking a world of wonder.

🛡️ Secure Your Future:

• Safeguard your legacy with company-paid life insurance – because we care about your peace of mind.

🤝 401(k) Matching Plan:

• Your financial goals are important. Benefit from our 401(k) matching plan to help you build a secure future.

🌐 Continued Growth:

• Joining Merlin isn't just a job; it's a thrilling expedition. Expect continuous growth in an exciting, global organization that values your journey.

👨‍👩‍👧‍👦 Family and Friends Fun:

• Your loved ones are part of the adventure! Share the joy with family and friends as they too enjoy free entry to our magical attractions.