JOB SUMMARY:

This position oversees the Operational Excellence (OPX) teams across Universal Orlando Resort.  This position will act as a strategic influencer and cross-divisional collaborator, engaging all resort divisions to identify best practices and eliminate operational friction points, ultimately enhancing the Guest and Team Member experience. This involves leading teams of varying levels of management that are responsible for the pursuit of flawless execution in service delivery, aesthetics, sights, sounds, smells, and tastes across the Resort. This position will evaluate and lead the consistency of operations within the Resort, identifying logistical Guest and Team Member issues and enabling team driven solutions between Park Operating Divisions (Food Services, Merchandise Operations, Technical Services, Entertainment and Park Operations).  This position will also provide critical input and decision-making related to maintaining the Resort’s Safety, Operations, and Show Quality and will serve as a “fiscal champion” for overall quality of Guest and Team Member experience. This position will also oversee development and management of certain resort-wide ad hoc Guest & Team Member programs and initiatives.

MAJOR RESPONSIBILITIES:

• Provide leadership to the Universal 1 team, by influencing and inspiring a group of cross-functionally experienced management professionals, responsible for daily review and reaction to Guest and Team Member friction, interactions, and experience opportunities.  This team will serve as “Duty Managers”, is assigned daily to a specific Park or Zone and each Duty Manager serves as a “Senior Officer” on-site throughout the day responding to urgent issues and providing insight, oversight and focus for key operating decisions and will perform as “Incident Commander” as required.
• Champion and provide guidance to the Resort Show Quality and OPX Support groups through implemented action plans to identify and report show quality issues, streamline work requests through Tech Base and Maximo, and enhance communication through in-park messaging boards and BOH Communication methods across the resort.
• Act as Senior Management liaison for daily operational insights as well as coordinator of certain operationally oriented company-wide initiatives, including the Senior Leader/Executive on Duty program.  Participate in company-wide work teams regarding Guest and Team Member engagement while offering key first-hand insight from the in-park experience.  Champion daily Guest and Team Member satisfaction issues that are driven by overall facility integrity or operational execution.  Coordinate ad hoc surveys or competitive reviews as required.
• Provide guidance and consultation regarding Resort Quality Management while interfacing with those departments who have ownership and accountability for the work.   This includes but is not limited to the Neighborhoods program, Master Calendar for the resort, Guest Friction taskforce, Resort Impacts communication, and weekly resort-wide collaborative meetings (OPX Weekly).
• Support operational divisions during annual fiscal planning to cycle by providing insight reporting, research and any other pertinent data related to the Guest or Team Member experience that will support their planning.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION: 

• Bachelor's degree from a four-year college or university in Communications, Business Administration or Hospitality preferred.

EXPERIENCE: 

• 7+ or years large scale park operations experience with 3 or more years leadership experience required; or equivalent combination of education and experience. 

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal Orlando Resort. Here you can.

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