SENIOR PARK OPERATIONS MANAGER

San Marcos, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $80,000.00 - $90,000.00

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Time Off

employee recognition programs

401(k) Plan

Tuition Reimbursement

Job Description

Merlin Entertainments is a global leader in location-based, family entertainment, offering unforgettable experiences at some of the world’s most beloved parks and attractions. As a dynamic and innovative company, Merlin Entertainments operates a diverse portfolio of resorts, theme parks, and attractions dedicated to providing exceptional guest experiences through creativity, fun, and safety. The company emphasizes a culture of inclusivity, teamwork, and continuous improvement, aiming to create a magical environment for both visitors and employees alike. As part of its ongoing commitment to excellence and operational efficiency, Merlin Entertainments is seeking a Senior Park Operations Manager to join their dedicated team.

The Senior Park Operations Manager plays a crucial role in ensuring the smooth, safe, and efficient operation of their assigned park zone, which includes Admissions, Guest Services, Retail, and Attractions. Reporting directly to the Director of Operations and Experience, this role centers on delivering outstanding leadership and operational oversight throughout the guest’s journey. Key responsibilities involve managing daily team leadership, commercial growth, incident management, and maintaining strict safety and brand standards. This position requires a proactive, collaborative leader with the ability to mentor high-performing teams and respond swiftly to operational challenges.

This full-time role offers a competitive salary range between $80,000 and $90,000 per year, highlighting Merlin Entertainments' commitment to valuing its senior management talent. The Senior Park Operations Manager will act as the main decision-maker within daily operations, coordinating a range of activities that ensure the park is operationally ready, well-maintained, and provides a world-class guest experience. Key duties include incident management, guest escalation resolution, team coaching, staff training, and cross-department collaboration to support overall business objectives.

Merlin Entertainments fosters an inclusive and diverse workplace environment where employees can thrive across all levels, recognizing that diverse perspectives fuel innovation and excellence. The Senior Park Operations Manager is expected to uphold the company’s health, safety, and security policies while championing accessibility and continuous improvement to enhance guest experience. This leadership position provides numerous opportunities for professional development, learning, and advancement, supported by tuition reimbursement and recognition programs.

Joining Merlin Entertainments means becoming part of a passionate team dedicated to creating memorable experiences for guests worldwide. The Senior Park Operations Manager contributes directly to this mission by leading by example, promoting employee engagement, ensuring operational efficiency, and driving guest satisfaction in a fast-paced and dynamic environment.

Job Requirements

Education level not explicitly stated
Experience in large-scale park or resort operations management
Ability to lead and motivate large teams
Strong knowledge of safety, incident management, and operational standards
Excellent communication and interpersonal skills
Capability to manage escalated guest complaints effectively
Commitment to health, safety, and security policy compliance
Ability to work under pressure and make quick decisions
Experience with team training and development
Proficiency in operational planning and cross-department collaboration

Job Qualifications

Demonstrated ability to lead, coach, and motivate large operational teams while fostering an engaging, high-performance work environment
In-depth knowledge of large-scale park operations, including safety protocols, incident management, ride availability/performance, and resource coordination
Dedicated to delivering exceptional guest experiences, proactively analyzing guest journeys, and handling complex escalations using guest recovery matrices
Exceptional interpersonal skills with a track record of building relationships across multiple departments to ensure seamless operations and seasonal readiness
Proven ability to act as a central point of decision-making under pressure, managing incidents and serving as a key member of a resort response team
Thorough understanding of risk assessments and a commitment to overseeing strict compliance with group health, safety, and security policies
Skilled at identifying operational efficiencies, sharing best practices across zones, and implementing development opportunities for direct reports

Job Duties

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 analysing 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