Entertainment Operations Manager

Role overview

Operations and strategy

• Develop programs for operational excellence, employee engagement, and service improvement.
• Advise leadership on operating policies, practices, and procedures and participate in strategic planning and budgeting.
• Develop partner solutions aligned with business and customer outcomes; benchmark entertainment and lifestyle practices.
• Create promotions and improve facility productivity, revenue, competitiveness, and profitability.
• Establish operational plans, best practices, KPIs, and continuous improvement initiatives.
• Identify projects aligned with organizational goals and market competitiveness.
• Promote a safe and pleasant environment and ensure compliance with park and corporate policies.
• Document and improve the client journey, retention, tools, processes, service, cost, and efficiency.

Financial and customer management

• Develop and administer annual budgets, approve expenditures, and manage forecasting, cost control, and financial planning.
• Align revenue growth and cost management with annual financial targets.
• Retain accounts through contract compliance and high service levels; manage customer support and direct customer engagement.
• Create scalable client-facing processes and work with cross-functional teams to relay customer needs and inform product priorities.
• Coordinate merchandise selection and samples with Procurement and Marketing; oversee retail pricing with Supply Chain and Finance.
• Coordinate with Procurement to maintain adequate stock levels.
• Support Human Relations, Business Development, Operations, and Finance functions and ensure policy adherence.

People leadership

• Develop management subordinates and oversee talent management.
• Review direct reports' performance and provide coaching, mentoring, and counseling; address performance, job satisfaction, and interpersonal issues.

Experience and education

• Bachelor's degree in Business Administration or a related field.
• Minimum 8 years of working experience, including 5 years of relevant experience.
• Two years of GCC experience is a plus.
• ERP knowledge is required; SAP functional skills are identified as preferred.

Knowledge and competencies

• Understand entertainment industry trends, guest demographics, and market dynamics.
• Demonstrate leadership, team management, operational management, budgeting, scheduling, and resource allocation skills.
• Communicate and coordinate effectively with stakeholders, external partners, and guests.
• Use problem-solving to address operational challenges and improve processes and guest experiences.
• Listed competencies include agility, AI fluency, resilience, quality, leadership, entertainment management, event planning, event budgeting, guest relations, event management, team building, and providing direction.