Senior Operations Manager

Job Description

What you'll bring to the team

Step into a senior leadership role at one of London’s most iconic landmarks and shape how millions of guests experience the city from above. We’re recruiting for a Senior Operations Manager to join the London Eye team!

As part of the senior leadership team, you’ll take ownership of a complex, high-footfall operation, ensuring the attraction runs safely, efficiently and to world-class standards while delivering memorable guest experiences every day.

You’ll be a visible leader across the attraction, working closely with teams including Retail, Photography, Security and Technical to keep everything running smoothly. From delivering partnership events and seasonal activations to overseeing capsule installs, you’ll balance the demands of a live environment while keeping the guest journey seamless.

You’ll take on Duty Manager and Incident Manager responsibilities on a rota basis, leading the operation with confidence. Whether managing performance or responding to incidents, you’ll ensure decisions are made quickly, safely and always with the guest in mind.

Health and safety will sit at the core of your role. You’ll lead audits, review risk assessments and continuously improve processes, creating an environment where teams feel supported and guests feel at ease. You’ll also oversee first aid operations and maintain the London Eye’s high safety standards.

Working closely with the senior leadership team, you’ll help shape the future of the attraction, identifying opportunities to improve efficiency, support new experiences and drive commercial performance.

You’ll also lead and develop your team, creating a culture where people feel motivated, included and proud of what they deliver.

This is a full-time, 12-month contracted role, working 5 days out of 7. This will include weekends and bank holidays, with Duty Manager and Incident Manager responsibilities on a rota basis.

Qualifications & Experience

• Proven experience in a senior operations role within a fast-paced, high-footfall environment
• Strong leadership experience, with the ability to influence and drive performance across multiple teams
• Extensive knowledge of health and safety, including audits, compliance and risk management
• Experience operating as a Duty Manager or Incident Manager
• Strong commercial awareness, with confidence identifying opportunities to drive revenue and efficiency
• Experience delivering large-scale events, activations or projects within a live operation
• Excellent communication and stakeholder management skills
• A visible, hands-on leadership style with a passion for guest experience and team development

Benefits

• 40% discount off LEGO® sets and products on the online LEGO Store!
• Merlin Magic Pass: Free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• Private medical insurance (single cover)
• Staff discount codes for Merlin Annual Passes to gift to loved ones!
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts

If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.

Pay Range

Competitive