Operations Control Manager

Job Description

What you'll bring to the team

ROLE DETAILSRole Operational Control ManagerDivision Resort OperationsGrade DLocation LEGOLAND Florida ResortReports to Senior Planning and Resource Manager

ROLE SUMMARYThe Control Operations Manager plays a pivotal role in overseeing the operational performance of the park by managing the Operations Controllers and the operational control function. Reporting directly to the Senior Planning and Resource Manager, this position is responsible for ensuring seamless operational coordination, resource management, and effective problem resolution. This senior role will include line management of Operations Controllers, process design, and continuous improvement initiatives to enhance operational efficiency and effectiveness.

Qualifications & Experience

Leadership & Line Management: • Manage, mentor, and develop the Operations Controllers, ensuring they have the tools, resources, and support they need to effectively carry out their duties.• Oversee daily activities and provide guidance on handling operational challenges, prioritization, and communication protocols.• Provide regular updates to Resort Management on operational performance, incidents, and ongoing improvements• Support the resolution of employee relations issues as needed, offering guidance and assistance, while ensuring adherence to company policies and fostering a positive workplace culture.• Lead the response and resolution of high-priority or critical incidents, ensuring that OperationsControllers are properly managing immediate actions and communications.Operational Control Function Oversight: • Act as the central point of oversight for all operational control activities, ensuring that the Operations Controllers are effectively monitoring and addressing issues such as ride performance, guest complaints, operational requests, and incidents.• Apply a strong understanding of operational procedures and concepts within the Control Operations discipline, while maintaining a solid knowledge of related functions to ensure coordination and alignment across teams.• Manage the operational flow from request triage to action resolution, ensuring actions are appropriately prioritized and communicated effectively to the relevant teams.• Ensure smooth communication and coordination between the Operations Controllers and other teams, such as Park Operations, Commercial and Business Support, ensuring clear handovers of tasks and effective follow-up.• Ensure effective coordination with other sub-functions by understanding how your area’s operations contribute to the overall success of the organization, maintaining alignment with other teams to achieve shared goals.• Other duties as assigned.Process Design & Continuous Improvement: • Leverage specialist knowledge to design, implement, and refine operational processes, while also recognizing how procedures and concepts from other business units interact with and support the overall operational strategy and objectives.• Collaborate with other senior operational managers to identify process bottlenecks and areas for improvement, ensuring alignment with overall park operational goals.• Own and refine key operational processes including but not limited to timecard management, employee relations coordination, on the day resource assignment, operational data integrity and operations systems management.• Establish KPIs and metrics for monitoring the effectiveness of operational processes, reporting progress to senior management.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.• Lead response to incidents.Experience:The ideal candidate will have at least 3-5 years of experience in operations management, preferably within a high-volume or fast-paced environment. They should have a proven track record in team leadership, line management, and process improvement. Experience in managing operational control functions, resource allocation, and incident management is essential. Strong familiarity with digital systems and dashboards used to monitor performance is a must. The candidate should be able to effectively collaborate with senior leaders and cross-functional teams to drive operational excellence.SKILLS AND COMPETENCIES• Operational Awareness: Understanding of park operations and the ability to monitor performance metrics effectively.• Communication Skills: Clear and professional communication across phone, radio, email, and digital systems.• Problem-Solving: Ability to identify actions, prioritize tasks, and resolve issues promptly and efficiently.• Attention to Detail: Accurate tracking, reporting, and documentation of operational activities.• Demonstrate adaptability and flexibility: Being open to adjusting or changing priorities and taking on ad hoc responsibilities as needed, while being willing to support the business with alternative shifts or varying working hours as required.• Team Collaboration: Strong ability to work closely with internal teams to ensure smooth and effective park operations.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.• Prioritise 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, prioritising the well-being of everyone.• Actively contribute to making a positive impact on the environment and local communities, demonstrating social responsibility in all decisions

Benefits

🎉 Benefits of Joining Merlin Entertainments! 🎉

🏥 Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.🌴 Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!🎢 Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. 🎡🏆 Recognition Programs and Rewards: Celebrate your achievements and hard work!💼 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!Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨

Pay Range

USD $55,000.00/Yr.