Operations Control Manager

LEGOLAND Parks • Winter Haven, FL

2d • Onsite

About The Position

The 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.

Requirements

• 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.
• 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.

Responsibilities

• 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 Operations Controllers are properly managing immediate actions and communications.
• 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.
• 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.
• 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.

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed