The Security Operations Manager leads the daily security operations at LEGOLAND California Resort. This role oversees a large, site-wide security team responsible for patrols, access control, guest and employee safety, loss prevention and incident response. The core focus is delivering a consistent, visible, and professional security presence that protects the Resort, supports safe operations, and reinforces a positive guest experience.

Reporting to the Senior Security and Incident Manager, this role manages team deployment, enforces security procedures, supports investigations, and ensures accurate incident documentation. It works closely with other departments to maintain high standards of safety, vigilance, and guest service across all areas of the Resort.

In addition to security responsibilities, the Security Operations Manager also serves as both Incident and Resort Duty Manager on a rotating basis, providing cross-functional support and operational leadership during assigned shifts.

Emergency Operations

• Support the Senior Security and Incident Manager in executing emergency protocols, including guest evacuations, access control, and first-response coordination.
• Assist during on-site emergencies by deploying security personnel and maintaining safe perimeters and crowd control.
• Coordinate with Facilities, Resort Operations, and other departments to support smooth handling of non-routine events or incidents.
• Act as Security, 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.

Incident Management

• Oversee daily incident documentation and reporting processes to ensure accuracy and timeliness.
• Lead initial internal investigations into guest incidents, staff matters, or suspicious activity, gathering statements, reviewing CCTV, and escalating findings.
• Conduct team debriefs following moderate incidents and recommend procedural improvements where needed.
• Identify trends or repeat issues and escalate to the Senior Security and Incident Manager.

Team Leadership and Development

• Build, lead, and inspire a team of certified security Ranger
• Lead, schedule, and support a team of approximately 50 security rangers, and supervisors across The Resort
• Maintain staffing levels, break coverage, and visible security presence in high-priority areas.
• Set and enforce expectations for guest interaction, conduct, appearance, and incident response.
• Support onboarding, training, and in-service refreshers in collaboration with senior leadership.
• Coach and develop front-line supervisors and shift leads.

Guest Safety and Experience

• Maintain a strong, professional, and approachable security presence throughout guest-facing areas.
• Train and coach the team on effective communication, especially during guest interactions involving policy enforcement, de-escalation, or emergency support.
• Collaborate with operations teams to resolve guest issues quickly and discreetly.
• Serve as the primary on-site security contact for front-line teams during Resort Duty Manager shifts.
• Lead a ‘Guest Obsessed’ culture within direct report teams

Strategic Planning

• Manage team deployment plans, shift schedules, and daily duties to ensure adequate coverage and cost control.
• Monitor equipment use (e.g. radios, uniforms, carts, PPE) and coordinate replacements or repairs as needed.
• Contribute to staffing models, resource planning, and expense tracking in support of department budget goals.
• Supervise Park Rangers at all assigned Resort locations, including Main Park, Bag-Check, Hotels, SEA LIFE, Water Park and offsite as needed

Health & Safety

• Enforce compliance with the Merlin Entertainments Group Health, Safety, and Security Policy within the security function.
• Identify hazards during daily walkthroughs and escalate any safety concerns to the appropriate teams.
• Lead or support initial investigations for minor-to-moderate safety incidents and prepare written reports.
• Coordinate with Health & Safety and senior leadership on escalated safety issues or high-risk observations.

• Security Team Leadership
  Prior experience supervising law enforcement, military, or private security teams is preferred. Demonstrated ability to lead by example and maintain consistent standards of conduct and professionalism.
  
  
• Operational Discipline
  Skilled at managing shift-based operations, deployment planning, and incident coverage across a large, high-traffic environment.
  
  
• Communication and Coordination
  Strong written and verbal communication skills. Able to coordinate across departments and maintain control during fast-moving situations.
  
  
• Problem-Solving
  Confident in making timely decisions under pressure and resolving issues within defined protocols and escalation paths.
  
  
• Flexibility and Availability
  Available to work evenings, overnights, weekends, and holidays in a rotating schedule to support Resort operations.
  
  
• Technology/Vehicle Proficiency
  Proficient with Microsoft Office and able to use internal systems for scheduling, incident reporting, and access control. Ability to drive a vehicle.
  
  
• 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 behaviors 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.

Benefits of Merlin Entertainments

• Excellent health care options (medical, dental, and vision that encourage preventative care).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Merlin Magic Pass for friends and family to enjoy the parks & attractions
• Recognition Programs and Rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities